SAP Overview - Service

SAP Overview - Service

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SAP CRM reduces your service costs while enhancing customer satisfaction by increasing efficiency and delivering consistent high-quality service.

The application supports the following key business processes:

• Develop and execute targeted, installed-base marketing campaigns.
• Generate and process service contract quotations, and service orders.
• Conduct solution-based selling.

• Manage service contracts, automatically verify entitlement, manage service-level agreements, and alert agents when a customer's contract is about to expire.
• Support a variety of service contracts, including standard parts and labor contracts and usage-based contracts.

• Access information on service histories, contracts and service entitlements, service levels, installed base, and warranties through an easy-to-use interaction center screen.

• Automate the entire return and depot repair process, including creating the return materials authorization (RMA), billing and shipping repaired products to customers, and issuing and tracking loaner units as necessary.

• Organize, plan, and dispatch service resources to meet service demands using Gantt charts, geo-maps, or a powerful optimization engine.
• Execute and confirm service orders as well as manage van-stock spare parts with mobile devices.

• Manage the entire warranty and claims process, from return merchandise authorization (RMA) to receipt and inspection.
• Coordinate with third-party logistics providers to ensure timely customer credits and avoid unnecessary goodwill allowances.

• Track customers' installed base of products and their configuration with graphical hierarchical representation.
• Predict impact of new product installation for fast and accurate service.
• Minimize downtime with planned maintenance service.

• Manage parts inventory and parts procurement with native integration to SAP ERP logistics capabilities.
• Streamline invoicing, revenue recognition, and cost allocation with native integration to SAP ERP financial capabilities.

• Identify problems and trends, and take corrective action if needed.
• Gain additional insights by leveraging solutions from SAP BusinessObjects.

• Provide a secure, personalized portal for customer support and service over the Web.
• Enable customers to troubleshoot their product issues, create service requests, register products and warranties, and track orders.

• Manage and assign external resources to customer services orders.
• Enable third-party technicians to receive, execute, and confirm service orders.

• Streamline IT helpdesk operations with ITIL-compliant solution for incident, problems, request for change, and so on.
• Provide transparency and increase customer satisfaction with service-level management, knowledge articles, and analytics.
• Ensure alignment between IT operations and business priorities through native integration between SAP CRM and SAP ERP.