High Tech: Mobile Service (Collaborative)

This business scenario shows how service organziations can manage service operations by deploying handheld devices in their service organization. Field engineers benefit from immediate access to up-to-date information about assignments and customers' information including the installed base. At the customer site, they can enter work completion, billing confirmations and parts updates, improving accuracy and eliminating delays in conveying information to the service organization. The result is a streamlined process with business benefits for OEMs and increased customer satisfaction.

OEM - Original Equipment Manufacturer

ISO - Independant Service Organization

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Value Potentials	Business Benefits
Up to 35% increase in total company revenue *	Greater customer satisfaction due to 24-hour availability and variety of communication channels
	Location-based elements (unique features of mobile channel) allows to offer customers better service based on their location
	Ability to improve customer service levels
	Allows tracking of service reps' location enabling quicker response to schedule changes

Customer

Service Organziation (OEM/ISO)

Field Engineer

Report problem (via phone, Internet, e-mail)

Receive invoice for performed service

Create service request

Assign service request to field service representative

Review assignment completion details and bill customer

Review and accept/reject assignments

Perform service at customer site

Report assignment completion and update inventory information

Source:

* CRM Performance Metrics - Forrester Research 2001

The value potentials shown in this table have been reported by selected SAP customers or independent third parties as referenced herein. However, there is no guarantee that such value potentials can be realized in any particular customer-specific business processes, and SAP does not make any representations and disclaims any liability as to the appropriateness of the referenced value potentials for any specific customer situation.
©SAP AG 2008

Business Benefits	Value Potentials
Any time/any where access to customers and data
Allows field rep. access to up-to-date information on customer, bypassing paper-based record keeping
Ability to take orders at customer site and relay information directly back to the head office or warehouse.
Entering confirmations and billing information at the customer site improves accuracy and eliminates delays in accounts receivables


High Tech: Mobile Service (Collaborative) This Business Scenario Map outlines a scenario in which the field engineers within a service organization uses laptops to manage service delivery. A customer reports a problem by phone, fax, e-mail, or Web chat. A customer service representative records the actions that will be performed by a field engineer and creates a service request. A resource planner can see at a glance the work schedule of service teams, the availability of field service representatives, and the status of assignments. The resource planner assigns service items to a field service representative based on skills, territory,workload and availability. The field engineer downloads assignment information onto a laptop, accepting or rejecting assignments proposed by the resource planner. The field engineer can also maintain absence and attendance records. After synchronization with the CRM system, the information is immediately available to the resource planner. Once the problem is resolved, the field engineer reports on assignment status, working times, and parts used. He can then initiate the returns process of the bad part.The information is then used for creating invoices and analyzing processes.