{"id":1936,"date":"2021-05-19T10:38:35","date_gmt":"2021-05-19T10:38:35","guid":{"rendered":"https:\/\/news.sap.com\/cz\/?p=1936"},"modified":"2021-05-19T10:38:37","modified_gmt":"2021-05-19T10:38:37","slug":"v-sap-services-zvysili-s-pomoci-technologii-zakaznickou-spokojenost-na-historicke-maximum","status":"publish","type":"post","link":"https:\/\/news.sap.com\/cz\/2021\/05\/v-sap-services-zvysili-s-pomoci-technologii-zakaznickou-spokojenost-na-historicke-maximum\/","title":{"rendered":"V SAP Services zv\u00fd\u0161ili s pomoc\u00ed technologi\u00ed z\u00e1kaznickou spokojenost na historick\u00e9 maximum"},"content":{"rendered":"

PRAHA, \u010cesk\u00e1 republika \u2013 19. kv\u011btna 2021 \u2014<\/em><\/strong> Modern\u00ed technologie p\u0159isp\u011bly k r\u016fstu spokojenosti z\u00e1kazn\u00edk\u016f se slu\u017ebami SAP Services. K rekordn\u00edm v\u00fdsledk\u016fm p\u0159isp\u011blo mimo jin\u00e9 nasazen\u00ed chatbot\u016f, kte\u0159\u00ed \u0159e\u0161\u00ed \u0161irok\u00e9 spektrum dotaz\u016f obratem a bez nutnosti \u010dek\u00e1n\u00ed na lidsk\u00e9ho pracovn\u00edka, a prediktivn\u00ed analytiky, s jej\u00ed\u017e pomoc\u00ed lze pl\u00e1novat person\u00e1ln\u00ed kapacity tak, aby odpov\u00eddaly p\u0159edpokl\u00e1dan\u00e9 z\u00e1t\u011b\u017ei.<\/p>\n

Centrum podnikov\u00fdch slu\u017eeb SAP Services poskytuje krom\u011b jin\u00e9ho person\u00e1ln\u00ed a finan\u010dn\u00ed slu\u017eby zam\u011bstnanc\u016fm SAP z\u00a0cel\u00e9ho sv\u011bta a v\u011bnuje se i cel\u00e9 \u0159ad\u011b inova\u010dn\u00edch projekt\u016f. Je p\u0159\u00edkladem toho, jak technologie m\u011bn\u00ed poskytov\u00e1n\u00ed z\u00e1kaznick\u00e9 podpory a p\u0159in\u00e1\u0161\u00ed tak vy\u0161\u0161\u00ed spokojenost.<\/p>\n

\u201eSpokojenost na\u0161ich z\u00e1kazn\u00edk\u016f, tedy koleg\u016f, v\u00a0oblasti HR slu\u017eeb je nyn\u00ed v\u00a0SAP Services na historicky nejvy\u0161\u0161\u00ed \u00farovni. Zat\u00edmco kolem roku 2010 dosahovala spokojenost hodnot mezi 8,3 – 8,5 z\u00a010, tak po zaveden\u00ed nov\u00fdch technologi\u00ed a n\u00e1stroj\u016f vystoupala a\u017e na sou\u010dasn\u00fdch rekordn\u00edch 9,6,\u201c<\/em> \u0159\u00edk\u00e1 Iveta Chv\u00e1lov\u00e1, \u0159editelka SAP Services. Krom\u011b technologi\u00ed je dle n\u00ed d\u016fle\u017eit\u00e1 i schopnost vc\u00edtit se do z\u00e1kazn\u00edka. Firma proto pro sv\u00e9 zam\u011bstnance po\u0159\u00e1d\u00e1 pravideln\u00e1 \u0161kolen\u00ed komunika\u010dn\u00edch dovednost\u00ed, aby dok\u00e1zali je\u0161t\u011b l\u00e9pe vn\u00edmat a vy\u0159izovat po\u017eadavky z\u00e1kazn\u00edk\u016f. V SAP Services nav\u00edc pracuj\u00ed nap\u0159\u00edklad i specialisti na pozic\u00edch Experience mana\u017eer\u016f, jejich\u017e \u00fakolem je zajistit, aby se z\u00e1kazn\u00edk\u016fm dostalo slu\u017eeb nejvy\u0161\u0161\u00ed kvality v\u00a0co nejkrat\u0161\u00edm \u010dase. T\u00edm z\u00e1rove\u0148 dok\u00e1\u017e\u00ed identifikovat dal\u0161\u00ed mo\u017enosti pro automatizaci a\u00a0zefektivn\u011bn\u00ed proces\u016f.<\/p>\n

Vid\u00edme a\u017e p\u016fl roku dop\u0159edu<\/strong>
\nJedn\u00edm z\u00a0hlavn\u00edch faktor\u016f ovliv\u0148uj\u00edc\u00edch z\u00e1kaznickou zku\u0161enost a spokojenost je rychlost reakce a kvalifikovan\u00e1 odpov\u011b\u010f na dotaz z\u00e1kazn\u00edka. Velk\u00fdm pomocn\u00edkem je v\u00a0tomto ohledu prediktivn\u00ed anal\u00fdza, d\u00edky n\u00ed\u017e dok\u00e1\u017e\u00ed m\u00edt v\u00a0SAP Services k\u00a0dispozici lidi se spr\u00e1vnou specializac\u00ed a ve spr\u00e1vn\u00e9m po\u010dtu, kdykoliv je to pot\u0159eba. Anal\u00fdza toti\u017e um\u00ed p\u0159edpov\u011bd\u011bt objem i zam\u011b\u0159en\u00ed dotaz\u016f v\u00a0pr\u016fb\u011bhu roku. V\u00a0potaz p\u0159itom bere historick\u00e1 data z\u00a0p\u0159edchoz\u00edch let, pl\u00e1novan\u00e9 ud\u00e1losti i trendy v chov\u00e1n\u00ed u\u017eivatel\u016f, a to lok\u00e1ln\u011b i region\u00e1ln\u011b, a vyu\u017e\u00edv\u00e1 technologie strojov\u00e9ho u\u010den\u00ed. Na z\u00e1klad\u011b v\u00fdstup\u016f je pak mo\u017en\u00e9 proaktivn\u011b pl\u00e1novat pracovn\u00ed kapacity, a dokonce i p\u0159edch\u00e1zet vzniku dotaz\u016f. Nap\u0159\u00edklad t\u00edm, \u017ee se v\u010das roze\u0161le z\u00e1kazn\u00edk\u016fm a koleg\u016fm informace o tom, co by je mohlo zaj\u00edmat a kv\u016fli \u010demu by nap\u0159\u00edklad mohli kontaktovat kolegy z\u00a0HR podpory. \u201eMoment\u00e1ln\u011b jsme schopni p\u0159edv\u00eddat z\u00e1t\u011b\u017e na 180 dn\u00ed dop\u0159edu, pak p\u0159esnost odhadu kles\u00e1. Na pl\u00e1nov\u00e1n\u00ed kapacit to ale sta\u010d\u00ed,\u201c <\/em>dopl\u0148uje Iveta Chv\u00e1lov\u00e1.<\/p>\n

Rostouc\u00ed obliba samoobsluhy<\/strong>
\nSt\u00e1le v\u00edce z\u00e1kazn\u00edk\u016f preferuje \u0159e\u0161en\u00ed sv\u00fdch dotaz\u016f a po\u017eadavk\u016f prost\u0159ednictv\u00edm samoobslu\u017en\u00e9ho port\u00e1lu, pokud je ov\u0161em u\u017eivatelsky p\u0159\u00edv\u011btiv\u00fd, intuitivn\u00ed a podporuje \u0161irok\u00e9 spektrum funkc\u00ed. Pro zam\u011bstnance SAP je \u201eself service\u201c zdaleka nejvyu\u017e\u00edvan\u011bj\u0161\u00edm zp\u016fsobem\u00a0\u0159e\u0161en\u00ed b\u011b\u017en\u00fdch HR po\u017eadavk\u016f a z\u00edsk\u00e1v\u00e1n\u00ed informac\u00ed. Potvrzen\u00ed o zam\u011bstn\u00e1n\u00ed, vyzvednut\u00ed eviden\u010dn\u00edho listu d\u016fchodov\u00e9ho poji\u0161t\u011bn\u00ed, \u010di vyhled\u00e1n\u00ed informac\u00ed o benefitech tak zvl\u00e1dne ka\u017ed\u00fd s\u00e1m.<\/p>\n

D\u00edky chatbot\u016fm klesl po\u010det e-mail\u016f na HR podporu<\/strong>
\nS\u00a0urychlen\u00edm \u0159e\u0161en\u00ed z\u00e1kaznick\u00fdch dotaz\u016f a po\u017eadavk\u016f v\u00fdrazn\u011b pomohlo i nasazen\u00ed chatbot\u016f. \u010cesk\u00e1 republika byla jednou z\u00a0pilotn\u00edch zem\u00ed, kde SAP v\u00a0roce 2019 chatbota spustil, a v lednu 2020 u\u017e chatbot zodpov\u011bd\u011bl t\u0159ikr\u00e1t v\u00edce dotaz\u016f ne\u017e v\u00a0dob\u011b jeho spu\u0161t\u011bn\u00ed. Podle v\u00fdzkumn\u00e9 agentury Forrester se mno\u017estv\u00ed spot\u0159ebitel\u016f, kte\u0159\u00ed pou\u017e\u00edvaj\u00ed chat v\u00edce ne\u017e telefonickou a e-mailovou podporu, od roku 2012 zv\u00fd\u0161ilo o polovinu.<\/p>\n

Kl\u00ed\u010dov\u00fdm benefitem chatbot\u016f pro u\u017eivatelskou a z\u00e1kaznickou podporu je fakt, \u017ee funguj\u00ed nep\u0159etr\u017eit\u011b, co\u017e je d\u016fle\u017eit\u00e9 pro firmy p\u016fsob\u00edc\u00ed ve v\u0161ech \u010dasov\u00fdch p\u00e1smech. Zhruba dv\u011b t\u0159etiny u\u017eivatel\u016f pova\u017euj\u00ed podle spole\u010dnosti Drift za nejlep\u0161\u00ed vlastnost chatbot\u016f to, \u017ee funguj\u00ed 24 hodin denn\u011b, a podobn\u00fd po\u010det lid\u00ed preferuje chatboty kv\u016fli jejich schopnosti poskytovat rychl\u00e9 odpov\u011bdi na jednoduch\u00e9 dotazy. Gartner dokonce p\u0159edpov\u00edd\u00e1, \u017ee v\u00a0budoucnu budou a\u017e 85 % z\u00e1kaznick\u00e9 podpory vy\u0159izovat chatboti..<\/p>\n

 <\/p>\n

O spole\u010dnosti SAP<\/strong>
\nStrategi\u00ed spole\u010dnosti SAP je pomoci firm\u00e1m st\u00e1t se inteligentn\u00edm podnikem. Jako l\u00eddr na trhu s podnikov\u00fdm aplika\u010dn\u00edm softwarem pom\u00e1h\u00e1 firm\u00e1m v\u0161ech velikost\u00ed a ze v\u0161ech obor\u016f k lep\u0161\u00edmu fungov\u00e1n\u00ed. 77 % sv\u011btov\u00fdch v\u00fdnos\u016f z\u00a0obchodn\u00edch transakc\u00ed m\u00e1 co do\u010din\u011bn\u00ed se syst\u00e9my SAP. Technologie, jejich\u017e sou\u010d\u00e1st\u00ed je strojov\u00e9 u\u010den\u00ed, internet v\u011bc\u00ed a pokro\u010dil\u00e9 analytiky, pom\u00e1haj\u00ed na\u0161im z\u00e1kazn\u00edk\u016fm p\u0159etvo\u0159it jejich firmy v\u00a0inteligentn\u00ed podnik\u00e1n\u00ed. SAP poskytuje jednotlivc\u016fm a organizac\u00edm obchodn\u00ed expert\u00edzu a rozv\u00edj\u00ed spolupr\u00e1ci, d\u00edky n\u00ed\u017e jim umo\u017e\u0148uje m\u00edt v\u017edy n\u00e1skok p\u0159ed konkurenc\u00ed. Spole\u010dnostem zprost\u0159edkov\u00e1v\u00e1me jednoduch\u00e9 vyu\u017eit\u00ed technologi\u00ed, d\u00edky \u010demu\u017e mohou n\u00e1\u0161 software vyu\u017e\u00edvat tak, jak sami cht\u011bj\u00ed a bez komplikac\u00ed. Na\u0161e end-to-end sady aplikac\u00ed a slu\u017eeb pom\u00e1haj\u00ed z\u00e1kazn\u00edk\u016fm z\u00a0komer\u010dn\u00ed i ve\u0159ejn\u00e9 sf\u00e9ry a nap\u0159\u00ed\u010d 25 r\u016fzn\u00fdmi odv\u011btv\u00edmi v dosahov\u00e1n\u00ed vy\u0161\u0161\u00edch zisk\u016f, v p\u0159izp\u016fsobov\u00e1n\u00ed se aktu\u00e1ln\u00edm pot\u0159eb\u00e1m a ve schopnosti t\u011b\u017eit z\u00a0rozd\u00edln\u00e9ho p\u0159\u00edstupu. D\u00edky celosv\u011btov\u00e9 s\u00edti z\u00e1kazn\u00edk\u016f, partner\u016f, zam\u011bstnanc\u016f a uv\u011bdom\u011bl\u00fdch l\u00eddr\u016f pom\u00e1h\u00e1 SAP ke zkvalit\u0148ov\u00e1n\u00ed lidsk\u00fdch \u017eivot\u016f. V \u010cesk\u00e9 republice p\u016fsob\u00ed spole\u010dnost od roku 1992 a dosud z\u00edskala v\u00edce ne\u017e 1 300 z\u00e1kazn\u00edk\u016f z oblasti podnik\u016f, finan\u010dn\u00edch instituc\u00ed a organizac\u00ed ve\u0159ejn\u00e9 spr\u00e1vy. Sou\u010d\u00e1st\u00ed SAP v \u010cesk\u00e9 republice je tak\u00e9 SAP Services, SAP Ariba a SAP Concur. Pro vice informac\u00ed nav\u0161tivte\u00a0www.sap.com<\/a>,\u00a0SAP News Center<\/a>\u00a0a sledujte SAP na Twitteru\u00a0@sapnews<\/a>\u00a0\u010di na Instagramu\u00a0@LifeAtSap<\/a>.<\/p>\n

# # #<\/p>\n

Ve\u0161ker\u00e9 v\u00fdroky obsa\u017een\u00e9 v tomto dokumentu nevyjad\u0159uj\u00ed historick\u00e9 skute\u010dnosti a p\u0159edstavuj\u00ed v\u00fdroky t\u00fdkaj\u00edc\u00ed se budoucnosti ve smyslu americk\u00e9ho Z\u00e1kona o reform\u011b veden\u00ed soudn\u00edch spor\u016f t\u00fdkaj\u00edc\u00edch se soukrom\u00fdch cenn\u00fdch pap\u00edr\u016f z roku 1995. V\u00fdrazy jako \u201ep\u0159edpokl\u00e1dat\u201c, \u201edomn\u00edvat se\u201c, \u201eodhadovat\u201c, \u201eo\u010dek\u00e1vat\u201c, \u201ep\u0159edpov\u00eddat\u201c, \u201ezam\u00fd\u0161let\u201c, \u201emoci\u201c, \u201epl\u00e1novat\u201c, \u201epredikovat\u201c, \u201em\u011bl by\u201c a \u201ebude\u201c a podobn\u00e9 v\u00fdrazy ve vztahu ke spole\u010dnosti SAP ozna\u010duj\u00ed takov\u00e9to v\u00fdroky t\u00fdkaj\u00edc\u00ed se budoucnosti. Spole\u010dnost SAP se \u017e\u00e1dn\u00fdm zp\u016fsobem nezavazuje v\u00fdroky t\u00fdkaj\u00edc\u00ed se budoucnosti ve\u0159ejn\u011b aktualizovat nebo revidovat. Ve\u0161ker\u00e9 v\u00fdroky t\u00fdkaj\u00edc\u00ed se budoucnosti podl\u00e9haj\u00ed r\u016fzn\u00fdm rizik\u016fm a nejistot\u00e1m, kter\u00e9 mohou zp\u016fsobit, \u017ee se skute\u010dn\u00e9 v\u00fdsledky budou podstatn\u011b li\u0161it od p\u0159edpoklad\u016f. Faktory, kter\u00e9 mohou ovlivnit budouc\u00ed hospod\u00e1\u0159sk\u00e9 v\u00fdsledky spole\u010dnosti SAP, jsou podrobn\u011bji pops\u00e1ny v dokumentech p\u0159edlo\u017een\u00fdch americk\u00e9 Komisi pro cenn\u00e9 pap\u00edry a burzu (SEC) v\u010detn\u011b nejnov\u011bj\u0161\u00ed v\u00fdro\u010dn\u00ed zpr\u00e1vy na formul\u00e1\u0159i 20-F. \u010cten\u00e1\u0159\u016fm doporu\u010dujeme, aby se na takov\u00e9to v\u00fdroky t\u00fdkaj\u00edc\u00ed se budoucnosti nespol\u00e9hali. V\u00fdroky maj\u00ed vypov\u00eddac\u00ed hodnotu pouze v okam\u017eiku jejich vyd\u00e1n\u00ed.<\/p>\n

\u00a9 2021 SAP SE. V\u0161echna pr\u00e1va vyhrazena.<\/p>\n

SAP a jin\u00e9 produkty a slu\u017eby SAP zm\u00edn\u011bn\u00e9 v tomto dokumentu a jejich loga jsou ochrann\u00fdmi zn\u00e1mkami nebo zapsan\u00fdmi ochrann\u00fdmi zn\u00e1mkami spole\u010dnosti SAP SE v N\u011bmecku a dal\u0161\u00edch zem\u00edch. Dal\u0161\u00ed informace a upozorn\u011bn\u00ed ohledn\u011b ochrann\u00fdch zn\u00e1mek naleznete na adrese https:\/\/www.sap.com\/copyright<\/a>.<\/u><\/p>\n

Pozn\u00e1mka pro novin\u00e1\u0159e:<\/strong>
\nIlustra\u010dn\u00ed videa ve vys\u00edlac\u00ed kvalit\u011b a fotografie v tiskov\u00e9 kvalit\u011b jsou k dispozici k n\u00e1hledu a sta\u017een\u00ed na adrese www.sap.com\/photos<\/a>. Naleznete zde materi\u00e1ly ve vysok\u00e9m rozli\u0161en\u00ed. Videa na r\u016fzn\u00e1 t\u00e9mata jsou ke zhl\u00e9dnut\u00ed na www.sap-tv.com<\/a>. Videa odtud m\u016f\u017eete vkl\u00e1dat do sv\u00fdch webov\u00fdch str\u00e1nek nebo sd\u00edlet jako odkaz e-mailem, p\u0159\u00edpadn\u011b se p\u0159ihl\u00e1sit k odb\u011bru novinek ze SAP TV prost\u0159ednictv\u00edm RSS.<\/p>\n

V\u00edce informac\u00ed pro novin\u00e1\u0159e:<\/strong>
\nSAP \u010cR: Jitka Valou\u0161kov\u00e1, +420 605 544 935, jitka.valouskova@sap.com
\nAgentura PRCOM: Kamil Pittner, +420 604 241 482, kamil.pittner@prcom.cz<\/p>\n

Prohl\u00e1\u0161en\u00ed spole\u010dnosti SAP o ochran\u011b osobn\u00edch \u00fadaj\u016f najdete zde<\/a>. Pokud ji\u017e d\u00e1le nechcete dost\u00e1vat materi\u00e1ly, dejte n\u00e1m pros\u00edm v\u011bd\u011bt na kontakty uveden\u00e9 v\u00fd\u0161e.<\/p>\n","protected":false},"excerpt":{"rendered":"

PRAHA, \u010cesk\u00e1 republika \u2013 19. kv\u011btna 2021 \u2014 Modern\u00ed technologie p\u0159isp\u011bly k r\u016fstu spokojenosti z\u00e1kazn\u00edk\u016f se slu\u017ebami SAP Services. K rekordn\u00edm v\u00fdsledk\u016fm p\u0159isp\u011blo mimo jin\u00e9…<\/p>\n","protected":false},"author":29,"featured_media":1937,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[4503881,4566000,4976],"tags":[],"sapn-display":[4564902,4565209,4565335],"sapn-type":[4569458],"class_list":["post-1936","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ekosystem","category-firemni","category-technologie","sapn-display-hero","sapn-display-top-stories","sapn-display-homepage-hero","sapn-type-tiskova-zprava"],"yoast_head":"\nV SAP Services zv\u00fd\u0161ili s pomoc\u00ed technologi\u00ed z\u00e1kaznickou spokojenost na historick\u00e9 maximum - SAP Czech Republic Pro novin\u00e1\u0159e<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/cz\/2021\/05\/v-sap-services-zvysili-s-pomoci-technologii-zakaznickou-spokojenost-na-historicke-maximum\/\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"V SAP Services zv\u00fd\u0161ili s pomoc\u00ed technologi\u00ed z\u00e1kaznickou spokojenost na historick\u00e9 maximum\" \/>\n<meta property=\"og:description\" content=\"PRAHA, \u010cesk\u00e1 republika \u2013 19. kv\u011btna 2021 \u2014 Modern\u00ed technologie p\u0159isp\u011bly k r\u016fstu spokojenosti z\u00e1kazn\u00edk\u016f se slu\u017ebami SAP Services. 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