SAP for Telecommunications supports customer service processes that enable you to differentiate your company, including:

• Customer trouble management – With SAP solutions, you can leverage customer trouble management capabilities that allow customer representatives to flag any customer issues or complaints and track them as they are processed, from entry point to problem resolution. SAP solutions create trouble tickets in relation to service-level agreements (SLAs), dispatched manually or by using business rules, and support problem analysis. Escalation mechanisms help to avoid violation of SLAs.
• Complaints and returns management – SAP solutions support all aspects of handling returns and repairs of customer devices cost-effectively.
• Customer field service management – SAP solutions support cost-effective management of the field workforce. Resource planners can schedule field service technicians for the most efficient performance of customer work orders with a clear overview of the current work-order processing status. Service technicians can use their handheld and mobile devices to receive all relevant information and instruction on service assignments to be planned, executed, and confirmed with the customer.

Customer service is enabled with SAP applications such as SAP ERP, SAP Supply Chain Management (SAP SCM), and SAP Customer Relationship Management (SAP CRM). To find out how these applications can help you improve your customer service, please complete the "Contact SAP" form and request information about enterprise resource planning, supply chain management, or customer relationship management.