LION MODERNISES CUSTOMER SERVICE WITH SAP SERVICE CLOUD

IMPROVING CUSTOMER EXPERIENCE, PRODUCTIVITY AND SERVICE EXCELLENCE

PROJECT SUMMARY

Lion partnered with FAIR to modernise its customer service operations by migrating from legacy SAP CRM to SAP Cloud for Customer, integrated with AWS Connect and SAP BTP. The transformation established a unified, cloud-based customer engagement platform that improved visibility across sales, service and logistics while enabling seamless integration with key business systems.

This modern customer service platform enabled Lion to improve agent productivity, enhance customer experiences and streamline service operations. With real-time visibility, automated workflows and WalkMe-driven digital adoption in place, Lion is better positioned to deliver consistent customer service, reduce operational risk and support future business growth.
Lion modernising customer service with SAP Service Cloud, AWS Connect and SAP BTP to improve customer experience and service excellence

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Business Benefits Delivered with SAP SERVICE CLOUD

Powered by SAP Cloud for Customer, SAP BTP, AWS Connect and WalkMe
Modern SAP Service Cloud user experience improving usability, adoption and day-to-day productivity

Enhanced User Experience

A modern cloud-based interface improved usability, adoption and day-to-day productivity across customer-facing teams.

Automated workflows and real-time visibility improving productivity across customer service operations

Improved Productivity

Automated workflows and streamlined processes reduced manual effort and accelerated service delivery activities.

Connected customer service processes enabling faster issue resolution and improved service outcomes

Improved Service Excellence

Real-time visibility and connected service operations enabled faster issue resolution and improved customer support.

Validation workflows reducing financial risk and preventing costly process errors

Saved from Financial Losses

WalkMe-guided validation workflows helped prevent costly errors and reduce financial risk across processes.

Unified customer engagement platform improving communication and strengthening customer relationships

Stronger Customer Relationships

Unified customer information improved engagement, communication and consistency across customer interactions.

Automated validation and guided workflows reducing user errors and saving operational time

Eliminated Human-Error Risk & Saved Time

Automated validation and guided workflows reduced manual errors while improving operational efficiency.

Why LION Trusted FAIR

BUILDING A CONNECTED CUSTOMER SERVICE PLATFORM TO IMPROVE CUSTOMER EXPERIENCE AND PRODUCTIVITY

Lion's legacy SAP CRM environment was no longer aligned with evolving business needs and customer expectations. Users faced performance issues, outdated interfaces and limited mobility, which impacted productivity and adoption across the business. The on-premise platform also created challenges in integrating with SAP Cloud ERP Private, SAP Marketing Cloud and AWS Connect, while fragmented customer interactions and limited reporting visibility reduced operational efficiency and service responsiveness.

FAIR modernised Lion's customer engagement landscape by implementing SAP Cloud for Customer, integrated with SAP BTP, SAP Integration Suite and AWS Connect. The transformation replaced legacy CRM processes, spreadsheets and manual workflows with a unified cloud-based platform that connected sales, service and logistics operations. Real-time visibility across customer orders, cases and communications improved collaboration and enabled faster decision-making across teams.

To support a successful transition, FAIR also implemented WalkMe as part of a digital adoption and change management strategy. Guided workflows, automated validation and user assistance helped accelerate adoption, reduce manual errors and minimise financial risk associated with customer credit and approval processes. The result was a modern, scalable customer service platform that improved productivity, enhanced customer experiences and positioned Lion to support future growth with greater agility and operational efficiency.
10x faster order processing and a unified, cloud-driven CX, empowering LION to deliver service excellence at every touchpoint.

FAQs ABOUT SAP SERVICE CLOUD & CUSTOMER SERVICE TRANSFORMATION

Find answers to common questions about SAP Service Cloud, customer service modernisation and digital customer engagement.
When should organisations replace legacy SAP CRM systems?

Organisations should consider replacing legacy SAP CRM when users experience poor adoption, limited mobility, slow performance, increasing maintenance costs or difficulty integrating with modern cloud applications. Modern platforms such as SAP Service Cloud provide greater flexibility, scalability and user experience.

What business benefits can SAP Service Cloud deliver?

SAP Service Cloud helps organisations improve service levels, increase agent productivity, automate workflows and provide a unified customer view. These capabilities enable faster issue resolution, better customer experiences and improved operational efficiency.

How can SAP Service Cloud improve customer experience?

SAP Service Cloud gives service teams real-time access to customer information, cases and communications from a single platform. This enables faster responses, more personalised support and more consistent customer interactions.

Can SAP Service Cloud integrate with existing SAP and non-SAP systems?

Yes. SAP Service Cloud can integrate with SAP ERP, SAP BTP, SAP Marketing Cloud, AWS Connect and other enterprise applications to create a connected customer engagement ecosystem and improve visibility across the business.

How do organisations improve user adoption after moving to SAP Service Cloud?

Successful organisations combine technology implementation with change management and digital adoption strategies. Solutions such as WalkMe help guide users through new processes, reduce training effort and accelerate adoption.

What should organisations consider before migrating from SAP CRM to SAP Service Cloud?

Organisations should assess current business processes, integrations, reporting requirements, user adoption challenges and change management needs. A structured migration approach helps minimise risk and maximise business value.

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