SAP Service and Asset Management enables original equipment manufacturers (OEMs) and third-party service providers to manage their entire service operations. The SAP solution for service management allows you to manage key service management activities, including:

• Service sales and marketing – Proactively monitor equipment warranties, maintenance agreements, and service-level agreements (SLAs), automatically notify customers of contract expirations, offer self-renewing contracts, and create marketing campaigns for aftermarket products and services.
• Service-contract management – Define and implement flexible SLAs, precisely track and record service-contract revenue, monitor service-delivery performance, and proactively convert expiring contracts to renewals.
• Customer service and support – Access complete customer data such as service history, warranty and SLA information, and accounts receivable information, maintain a problem-resolution database, manage incoming service requests, and provide Web-based customer self-service.
• Installed-based management – Provide up-to-date information to call center, field service, and depot repair staff, streamline repairs with precise installed-equipment information, and track installed-equipment data to manage field change orders and expand sales of upgrades, supplies, and aftermarket products.
• Warranty-claims management – Track warranty information and expirations, determine whether equipment is covered by warranty, monitor warranty repairs and customer claims, capture and analyze warranty-service costs, and file and track warranty claims against OEMs.
• Field service – Access up-to-date information about service history and equipment configuration, manage spare parts availability across the service network, track travel time, parts use, and other service-call data, and take advantage of emerging technologies such as wireless communications, radio-frequency identification (RFID), and smart devices.
• Depot repair – Provide visibility into incoming returns, track and analyze total repair costs, improve repair times and quality, and determine how and when to apply safety changes and other upgrades.
• Service parts management – Manage parts availability across the service network, get the right parts to the right place at the right time, reduce parts inventory, re-allocate parts across stocking locations to maximize service levels and minimize costs, and plan for most appropriate stocking levels.
• Financial management – Track service operations and financial performance, analyze profitability at a macro or micro level, recognize revenue accurately and on-time, track and report on service financials to comply with regulations such as Sarbanes-Oxley, and view revenue versus costs at a glance to identify which contracts, customers, services, and equipment are profit leaders or loss laggards.