Resolve customer service problems faster – and build loyalty

CRM Interaction Center

Enable your agents to research and solve problems, handle complaints, answer technical questions, and more – with our interaction center software.

• Get faster access to information that supports customer interactions via phone, e-mail, or chat
• Seamlessly handle inbound and outbound calls with integration to telephony systems
• Respond to large volumes of incoming e-mail with direct or automated systems

Solution Brief: Differentiation Through Service Excellence Overview Video: Getting the Most from Your Interaction Center

CRM Interaction Center

Business Communications Management

Deliver a great customer experience across contact channels using our IP platform – turning your service
into a competitive advantage.

• Improve service with back-office experts and work-at-home agents
• Deliver stellar customer communications across all channels
• Replace outdated, proprietary hardware with an open IP contact center solution

Solution Brief: Managing Business Communication White Paper: Creating Business Value with Communication-Enabled CRM Processes

Business Communications Management

Service Contract Management

Retain customers and gain predictable and renewable revenue streams with our service contract lifecycle
management solutions.

• Manage customer-specific service level agreements (SLAs)
• Accurately forecast revenues with service contract management analytics
• Meet customer requirements with usage and performance-based contract management

Service Contract Management

Warranty and Claim Management

Manage warranties, process claims more effectively, and reduce costs by increasing supplier
recovery rates.

• Strengthen customer relationships with faster, more efficient claim processing
• Capture and analyze warranty service costs
• Reduce warranty claim costs by flowing warranties through to suppliers

Warranty and Claim Management

Installed-Base Management

Maximize your customer equipment up-time by taking care of your installed base of customers throughout
the entire lifecycle.

• Track the status of all customer technical assets, from installation to dismantling.
• Enhance service operations with installed-base service analytics
• Provide proactive service maintenance based on the up-to-date status of your installed base

Installed-Base Management

Field Service

Improve field service and cut service delivery costs with end-to-end processes
that boost efficiency.

• Provide field engineers with real-time information so they make best use of their time
• Manage and adapt quickly with field-service management analytics
• Improve efficiency with service resource scheduling aligned to service level agreements (SLAs)
• Increase first time fixed rates with service order requirements

White Paper: Field Service Automation

Field Service

Service Parts Management

Effectively manage parts availability across the service network to get the right parts to the right place
at the right time.

• Streamline service parts planning and procurement processes
• Take advantage of advanced service parts warehousing strategies
• Reallocate parts across locations to maximize service levels and minimize costs

Service Parts Management

Partner Channel Management

Help channel partners drive indirect revenue, expand market reach, and increase channel productivity
with centralized information.

• Motivate partners to market and sell your products and services
• Improve channel sales, marketing, and service processes
• Analyze partner and channel performance to identify and close gaps

Solution Brief: Partner Channel Management

Partner Channel Management

Service for Small and Medium Enterprises

Differentiate your company by providing superior service – and build customer loyalty – by relying on our service solutions for small and medium enterprises.

• Benefit from an integrated business solution that is designed for businesses of your size
• Focus on your business while saving time and systems costs
• Capitalize on cross-sell and up-sell opportunities

Demo: Respond Quickly to Market Changes Solution Brief: Service Management with SAP Business One

Customer Service for SME

On-Demand Service for Small and Medium Enterprises

Deliver superior service cost-effectively with SAP Business ByDesign. Manage all your key business functions with a single software solution delivered on demand – and get the functional depth of a large-scale, business management solution without costly IT infrastructure.

• Pay only a monthly subscription fee with no up-front investment
• Take advantage of built-in support, service, and maintenance
• Easily adapt your solution as your needs change

SAP Business ByDesign