SAP CRM – Service

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:

  • Sales and marketing for service
    • Develop and execute targeted, installed-base marketing campaigns.
    • Generate and process service contract quotations, and service orders.
    • Conduct solution-based selling.
  • Service contract management
    • 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.
  • Customer service and support
    • Access information on service histories, contracts and service entitlements, service levels, installed base, and warranties through an easy-to-use interaction center screen.
  • Return and depot repair
    • 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.
  • Field service management
    • 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.
  • Warranty and claim management
    • 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.
  • Installation and maintenance
    • 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.
  • Parts logistics and finance
    • 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.
  • Service analytics
    • Identify problems and trends, and take corrective action if needed.
    • Gain additional insights by leveraging solutions from SAP BusinessObjects.
  • E-service
    • 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.
  • Channel service
    • Manage and assign external resources to customer services orders.
    • Enable third-party technicians to receive, execute, and confirm service orders.
  • IT service management
    • 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.