Our customers are getting better support; the waiting queues are shorter, and our service agents are more productive.

Nicolas Nagou Solution Architect Swedish Post

SAP CRM maximizes service profitability by helping keep profitable customers loyal, decreasing service costs through efficiency, and increasing service revenue.

The application supports the following key business processes:

• Service order management
• Process service quotations and service orders from initial receipt to billing and analysis.
• 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.
• Complaints and returns management
• Manage the entire complaints and returns process, from recording complaints to analyzing and processing them and performing statistical evaluations.
• In-house and depot repair
• Automate the entire in-house 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.
• Case management
• Consolidate diverse information in a central repository, and track and analyze the information.
• Installed-base management
• Track customers' installed base of products and know what else is installed at the site, so you can predict the behavior of the products in that environment and provide fast, accurate service.
• Warranty 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.
• Resource planning
• Organize, plan, and dispatch service resources to meet service demands in the most effective way.
• 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.
• Service analytics
• Identify problems and trends, and take corrective action if needed.
• Compare the effectiveness of service territories, and compare actual values with target values.