As customers begin to view software as a service, the delivery of after-sales services becomes increasingly critical to software providers.

SAP for High Tech covers the key activities involved in customer support management, enabling you to:

• Facilitate customer self-service, online registration, e-mail responses, and live Web collaboration
• Provide multiple service channels, with improved service planning and forecasting for all channels
• Use customer segmentation to define and deliver differentiated levels of customer care
• Manage a full range of customer services, including installation services, customer support, product maintenance, renewal processes, professional services, and maintenance and support
• Respond to customer service complaints and requests
• Manage your customer service infrastructure

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