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Streamline Customer Return Management with SAP Business AI

Mrinal_Chanda
Associate
Associate
‎2024 Jun 07 6:17 AM
976

The rise of Artificial Intelligence (AI) has revolutionized traditional business operations, replacing mundane tasks with intelligent automation. One such exciting application is in the domain of customer returns in SAP S/4HANA, where AI modulation creates strategic recommendations to optimize business processes and support revenue growth. Of such applications, SAP S/4Hana Cloud's contribution is notable, especially with its public edition. This AI-infused technology constructs a dynamic customer return recommendation model that streamlines businesses, enhancing customer experience and satisfaction.

From a Process improvement perspective, Integrating AI into customer returns enhances the efficiency and effectiveness of business processes. It automates data analysis, pre-empts return reasons, and recommends the most suitable action. Moreover, AI fosters process standardization, eliminating inconsistencies and reducing process deviations. This automation allows the customer service team adequate time to refine their core competencies and focus on higher-value tasks, ultimately improving productivity.

In this scenario, Stella, the sales representative is tasked with creating a return order for a customer. She is utilizing Joule, SAP's generative AI copilot, to comprehend creating a return order. Promptly inputting her information, Stella selects return recommendations provided by Joule. Upon completion of the return order, Stella shares this information with her colleagues via Microsoft Teams to ensure the swift and thorough execution of the return order to meet the customer's expectations.

Let's look at a step-by-step method -

Fig 1 : User Log in page with JouleFig 1 : User Log in page with Joule

 

Stella logs in to the system. She clicks on the diamond icon to activate Joule, a new-generation digital assistant copilot, to investigate her current task of handling a customer return request.

Fig 2: Interacting with JouleFig 2: Interacting with Joule

Stella received a request from a customer to return items that were delivered to them recently. To ensure a smooth return process for the customer, Stella turns to her AI copilot Joule for real-time guidance on handling return orders. Based on the options provided by Joule, Stella clicks on the "Manage Customer Return: version 2" app to create a return order for the customer.

Fig 3 : Return Order creationFig 3 : Return Order creation

The system opens the app and allows Stella to fill necessary inputs for processing.

Fig 4: Return OrderFig 4: Return Order

She quickly fills in item details for the return order.

Fig 5: AI based Return RecommendationFig 5: AI based Return Recommendation

With the help of AI, the system promptly generates a "Return Recommendation" for the customer. Stella then chooses from the list of recommendations and moves on to the next step.

Fig 6 : Return Order for Item 2Fig 6 : Return Order for Item 2

Stella realizes that the same customer is impacted by a product recall initiated by her company due to a product quality issue. She decides to handle both return orders at the same time.

Fig 7 : AI based Return Recommendation for Item 2Fig 7 : AI based Return Recommendation for Item 2

Stella finally selects the recommendation for the product that has been recalled by her company.

Fig 8 : Return Recommendation for both materialsFig 8 : Return Recommendation for both materials

Stella accepts the Recommendation and saves. Stella has now created 2 return orders on the way with minimal effort thanks to AI, and the customer will be happy with the best possible service from the vendor.​

Fig 9 : Microsoft teams IntegrationFig 9 : Microsoft teams Integration

Newly created return orders can be shared easily in Microsoft Teams with respective Colleagues to initiate order-related discussion if it is required.

Fig 10 : Microsoft Teams : MessageFig 10 : Microsoft Teams : Message

With this Microsoft Teams integration, respective colleagues will get details of newly created return orders directly in their Microsoft Teams.

Customer Benefits :

With AI-powered return recommendations, customers receive a swift and simpler return process, which directly enhances experience and builds loyalty towards the brand. By integrating AI in return processes on SAP S/4Hana Cloud, businesses could potentially reduce return registrations significantly. Customers can obtain immediate responses and update the status of their returns without the need for manual intervention. This speeds up the overall return process, thereby ensuring customer satisfaction.

The intelligent system also recommends alternative solutions based on the customer's historical data regarding preferences and behavior. This personalization of services based on customer past behavior incites a sense of recognition and increases brand preference, resulting in customer delight.

Moreover, the seamless integration of multiple platforms allows customers from various touchpoints to effortlessly track their return status and receive faster solutions. The transparency this system offers drives trust, and trust is the cornerstone of any business-consumer relationship.

In conclusion, integrating AI into customer return processes on SAP S/4HANA Cloud significantly accelerates the overall return process, resulting in a range of benefits for customers including:

  • Improved Efficiency: AI-driven automation enables businesses to streamline sales operations, reduce manual effort, and minimize errors. This allows the customer service team to focus on higher-value tasks, leading to increased productivity.
  • Enhanced Customer Satisfaction: Customers benefit from immediate responses and real-time updates on the status of their returns, resulting in a quicker and more efficient return process, ultimately leading to higher levels of customer satisfaction.

 

For more information on SAP S/4HANA Cloud, check out the following links:

  • SAP S/4HANA Cloud release info here
  • SAP S/4HANA Cloud Early Release Series Webinars here
  • Latest 2402 SAP S/4HANA Cloud Release Blogs here
  • Product videos on our SAP S/4HANA Cloud and SAP S/4HANA YouTube playlist
  • SAP S/4HANA Cloud, Public Edition Early Release Series here
  • SAP S/4HANA Cloud for User Experience and Cross Topics, Public Edition Continuous Influence Session here
  • Inside SAP S/4HANA Podcast here
  • openSAP microlearning for SAP S/4HANA here
  • Inside SAP S/4HANA Podcast here
  • Best practices for SAP S/4HANA Cloud here
  • SAP S/4HANA Cloud Community: here
  • Feature Scope Description here
  • What’s New here
  • Help Portal Product Page here
  • Implementation Portal here

 

Please Check out my latest Blogs on SAP S/4HANA Cloud:

 

All AI Blogs :

 

All End to end Journey Blogs:


Special Functionalities / Scenario Blogs:


AATP Blogs:

 

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