Managing Customer Field Service with SAP Business ByDesign

See a demonstration of the customer service functionality in the SAP Business ByDesign solution and how it helps both help desk and field service professionals stay on top of service requests to complete them fast and efficiently.

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    • Field service management with SAP Business ByDesign: Manage and expedite customer service requests.
    • In this demo, youll see how the SAP Business ByDesign solution enables you to
    • Turn customer calls into service requests, create new service orders and assign them to field service people,
    • and prepare field service people with all the information needed to successfully handle a call.
    • Handling customer service requests quickly and effectively is critical to maintaining customer satisfaction and loyalty.
    • SAP Business ByDesign features robust functionality for creating, managing, and monitoring service requests so that they are completed properly and in a timely manner.
    • In this example, service agent Carla Puente uses SAP Business ByDesign to manage a customer service call.
    • She receives a call from a customer who has an equipment problem, so she opens her SERVICE DESK work center, and from her list of common tasks, selects "New Service Request."
    • Carla starts to type the customer's company name into the ACCOUNT field, and the SAP Business ByDesign automatically completes the rest.
    • She does the same in the affected product area, filling in the SUBJECT line and entering a note for the field service staff.
    • Next, she selects the appropriate entries from the drop-down lists in the Service Category and Incident Category fields and submits the request.
    • In SAP Business ByDesign, the request is routed through workflow to the service planners.
    • Service planner Jack Ingersoll opens his SERVICE DESK work center and checks the list of items shown in the Service Requests view.
    • He highlights the request Carla just created and clicks the EDIT button to investigate it further.
    • He navigates to the "Knowledge Base" tab and runs a query to determine if there is any information that could help the customers resolve the problem on their own.
    • Unfortunately, the documentation says that a technician is required to solve the problem.
    • He selects the "General" tab, clicks on the ADD button, and selects "Internal Comment" from the drop-down list.
    • Jack writes that he will create a service order and clicks the SAVE button.
    • Next, Jack clicks on the FOLLOW UP button and selects "service order" from the drop-down list.
    • This opens a "New Service Order" window that's already prepopulated with the relevant details.
    • In the SERVICE AND SPARE PARTS section, Jack initiates a service call and orders the spare part needed to fix the customer's problem.
    • He then clicks the RELEASE EXECUTION button to start the service delivery process and clicks the SUBMIT button.
    • He also selects "Send order confirmation to account" to notify the customer of the steps being taken to fix their problem.
    • Service engineer Martin Wellington opens his FIELD SERVICE AND REPAIR work center and selects the "Order pipeline" view.
    • He selects "All orders to be executed" from the drop-down list.
    • He highlights the order Jack just created and clicks on the ROUTE PLANNING button as he prepares for his service call.
    • He clicks on "Available Route Planners," and leveraging the robust Web service integration of the software, he opens a map with the customer's location already indicated.
    • Having selected the best route, he closes the window and submits the plan.
    • Before leaving on the service call, Martin prints the customer fact sheet and service order so that he can take them with him.
    • In the FIELD SERVICE AND REPAIR work center, he selects the "Order Pipeline" view and clicks on the PREVIEW button.
    • This opens a window with the complete service order document.
    • Martin checks that the customer fact sheet and service order have all of the information he needs for the service call,
    • prints them, and is on his way to the customer's location to resolve the issue.
    • As you have seen, SAP Business ByDesign enables you to turn customer calls into service requests,
    • create new service orders and assign them to field service people,
    • and prepare field service people with all the information needed to successfully handle a call.
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