SAP Service Cloud @ Massmart

7th July 2021

Roscoe Nair

Solution Architect

Group IT Strategy & Architecture

Agenda

Massmart Overview

SAP Service Cloud

Contact Centre on SAP Service Cloud

Contact Centre Success Story

Account Management

Campaigns in SAP Service Cloud

SAP Quarterly Releases

Questions?

Massmart Overview

Massmart is the second-largest distributor of consumer goods in Africa, the leading retailer of general

merchandise, liquor and home improvement equipment and supplies, and the leading wholesaler of basic

foods.

SAP Service Cloud

• Telephony Integration with Avaya for

Builders contact centre and Cisco

Integration for the Massmart VAS

contact centre

• In Service cloud we manage Builders

Account communication ( new

applications, limit increases, Key

Account Manager changes, balance

notifications, etc. BRF+ was used in

SAP ECC to achieve some of the

scenarios.

• We have SMS active on C4C via Sinch

• SAP Service Cloud is a shared tenant

for Massmart Group

Highlights

Contact Centre on SAP Service Cloud

Contact Centre Success Story

Process Details

Project name: VAS C4C

Project scope: Implementation of SAP Service Cloud at Massmart

VAS

Process coverage: Contact Centre, Ticket & Email Management

Partner(s): Consnet, Dimension Data, SAP Digital Interconnect

Rollout scope: South Africa

Project duration: August 2019 – November 2019

Go-live date(s): 02 November 2019

• Massmart VAS contact centre was one of the contact

centres in Massmart group that adapted quickly to

remote working during the Covid-19 pandemic.

• Agents operate at optimal capacity via soft phones

and laptops.

• This was made possible by the Cisco finesse and SAP

C4C widget integration.

Account Management

• Emails that are sent out automatically from the system to the customers as a result of selected field changes that will trigger certain rules

Automated Communication

• Certain communications will be sent to the customers in Bulk, as they don’t necessarily have to be sent at the time of a change on the account/master data of the customer

Bulk Communication

• Users are able to manually send out communications to customers in situations that require some manual intervention

Manual Communication

New Application

Application Approved

Account Communication

• In Service cloud we manage Builders Account

communication ( new applications, limit increases, Key

Account Manager changes, balance notifications, etc.

BRF+ was used in SAP ECC to achieve some of the

scenarios.

Account Management

Campaigns in SAP Service Cloud

SAP Quarterly Releases

Release Test Upgrade Production Upgrade

2002 Feb 6th, 2021 Feb 20th, 2021

2005 May 8th, 2021 May 22nd, 2021

2008 Aug 7th, 2021 Aug 21st, 2021

2011 Oct 23rd, 2021 Nov 13th, 2021

https://cxwiki.sap.com/display/c4crelease/Cloud+for+Customer+Release+Center

Questions?