SAP CRM: Service

• Service marketing and campaigns
  Develop and execute service marketing campaigns that target your installed-base.
  
• Lead and opportunity management
  Track, qualify, and distribute leads to your best sales professionals, and monitor conversion into service revenue.
  
• Quotation management
  Generate accurate quotations, capture customer service orders, and track orders through to fulfillment.
  
• Solution-based sales
  Drive service revenue by bundling solutions with complementary services and contracts – and provide complete support from quotation to contract creation.
  
• Cross- and up-selling
  Create customized cross- and up-sell offers and product proposals in real time – to maximize sales.

 1-Minute Demo: Cross-Selling

Build long-term customer relationships. Instead of only selling services ad hoc, ensure long-term customer retention by offering standardized or tailor-made solutions with a broader timeframe.

• Service agreements and contracts
  Automatically verify entitlements, monitor service levels, and alert agents when a customer's contract is set to expire.
  
• Service plan management
  Schedule and plan preventive maintenance at periodic or counter-based intervals.
  
• Usage-based contract management
  Define services and specific usage conditions, and bill based on prepaid versus actual usage.
  
• Contract renewals and changes
  Simplify processes for renewing expiring service contracts, and for making single or mass contract changes.
  

Provide customers with the support they need and expect – by ensuring installation and maintenance information is available anytime, anywhere.

• Installed-base management
  Manage and track customer assets and their respective configurations by customer, location, and product.
  
• Configuration and installation maintenance
  Store and manage installed-base information in graphical representation, such as serial numbers and warranty assignments.
  
• Integrated service processes
  Use installed bases as a reference in service processes and assign them to service contracts and maintenance plans.
  
• Counter readings
  Capture and store measurements and counter readings of customers’ objects to ensure adequate follow-up.
  
• 3D visualization
  Enable comprehensive visual representations of products, components, and work instructions.
  

Transform your help desk processes to get a 360-degree view of all customers requesting service – and deliver service faster and more accurately.

• 360-degree customer view
  Provide integrated, accurate, and accessible information on service history, contract and service entitlements, service levels, installed base, and warranties.
  
• Service request and complaint management
  Create, categorize, prioritize, dispatch, and resolve service requests. Address customer complaints and trigger follow-up activities.
  
• Service order management
  Initiate field service and in-house repair processes, schedule service appointments, and trigger and monitor escalations.
  
• Knowledge management
  Store and maintain knowledge articles, and enable search and auto-suggest capabilities to help agents quickly identify solutions to common problems.
  
• Multichannel support
  Deliver customer service over the phone, online, in the field, and via partner channels.
  

Provide your field service managers with the tools and insight they need to improve service response and delivery times, comply with quality standards, and reduce operational service costs.

• Service order management
  Manage tasks, parts, third-party services, and tools for planned or unplanned services. Assign contracts and warranties and trigger follow-up processes.
  
• Resource scheduling and dispatching
  Consider service levels, resource availability, and technician skills when scheduling service appointments. Efficiently dispatch resources using Gantt charts, geo-maps, and optimization tools.
  
• Mobile field service
  Provide service-related information to field technicians, confirm services provided, and manage vehicle inventory.
  
• Onsite execution and confirmation
  Leverage information and tools to expedite service orders, as well as confirm time worked, materials used, and expenses for services performed.
  
• Workforce deployment server
  Schedule appointments for service technicians to visit customers with unresolved service issues. 

Optimize inbound and outbound logistics to facilitate product returns and repairs. Support field technicians when a product cannot be repaired on-site and needs to be fixed in-house.

• Repair order management
  Automate the entire in-house repair process, from creating the order and checking for warranties to customer billing.
  
• Return processing and logistics integration
  Monitor and check parts availability, process returns, track delivery of returned and repaired products, and more.
  
• Escalation management
  Monitor and escalate repair orders based on service level agreements.
  
• Quality notification management
  Execute quality notifications, including product recalls, to address known product defects on the market.
  

Manage customer claims and process recalls quickly and cost-effectively in cases where something is wrong with a product or legal requirements have changed.

• Customer and vendor warranty management
  Maintain customer and vendor warranties, and automatically determine entitlements during service transactions.
  
• Product and warranty registration
  Register products and automatically assign warranties based on various dates, such as installation or purchase date.
• Warranty claim processing
  Manage the entire customer claim process, from returns to repairs and billing. Reduce warranty costs by automatically identifying valid entitlements against vendors.
  
• Credit and debit posting
  Enable accurate, timely refunds and reimbursements with tightly integrated financial management processes.
  
• Recall handling
  Create and distribute product service letters to initiate recall campaigns.
  

Run a profitable service business by integrating all business needs – purchasing, sales, accounting, controlling, warehousing, quality management, and human resources – with logistical and financial processes.

• Parts logistics management
  Integrate with ERP logistics capabilities from multiple CRM service transactions – to better manage part movements, inventory, and procurement.
  
• Financial management
  Streamline controlling, invoicing, revenue recognition, and cost allocation. Support flexible billing options, and assess contract and warranty conditions.
  
• Service parts management
  Streamline planning, procurement, warehousing, fulfillment, and transportation of service parts.