Case Study: Carestream Health achieves mobile-first, agile global customer support with SAP Commerce Cloud

How Carestream is able to better serve customers and meet key business goals using the SAP Service Cloud and SAP Commerce Cloud solutions

Carestream, a global provider of diagnostic medical imaging equipment serving 80,000 specialists in more than 150 countries, needed to move off legacy systems and shift to an indirect services model while delivering a mobile-first, market-specific customer support experience. To modernize its support channels and give third-party partners secure access, Carestream implemented SAP Service Cloud and SAP Commerce Cloud.

Using SAP Service Cloud and SAP Commerce Cloud, Carestream consolidated its technology stack, integrated support with its SAP ERP, and enabled customers to create tickets via mobile apps such as WeChat (with a roadmap for WhatsApp). The SAP Commerce Cloud–enabled solution improved visibility into customer history for faster, smarter support, reduced workforce costs, enabled proactive maintenance with supply‑chain part tracking, and streamlined partner-driven service delivery.

Carestream

Kammy Westphal

IT Manager