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Service Process and Operations Solutions

Access real-time views of customer feedback and boost productivity by collaborating with mobile connectivity

Achieve comprehensive and optimised service processes in a single workspace thanks to SAP Hybris software for transparent service operations. See how such service processes can result in higher first-time resolution rates. Enable your service professionals to collaborate, access needed data, and transact in real time – in person or on mobile devices. Align marketing, sales, and backend processes to help ensure that revenue opportunity is seized with every interaction.

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Solution Capabilities

Included Capabilities

Order Management and Processing

Achieve frictionless order processing – from quote to cash

Create smooth and seamless order management and processing designed to meet industry-specific requirements. By integrating all ERP-related order-processing activities and functions, you can streamline the process, capture sales data from multiple channels, and provide role-based access to information each business user needs throughout the process. The result? Lower administrative costs, profitable channels, and loyal customers.

SAP ERP

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Service Contract Management

Achieving sustainable, long-term profitability by managing the entire lifecycle of service contracts

With SAP software, service and contact centre executives can manage service contracts better to meet customers' expectations and drive revenue. Service organisation can achieve consistent compliance with service-level agreements by automating the verification of entitlements. By offering customised service packages that cover parts, labour, and usage, agents can drive new revenue streams while developing lasting customer relationships. Plus, service leakage can be eliminated by alerting agents when a customer has a contract that is approaching its expiration date. And for the business, this translates into long-term growth that is sustainable and profitable. 

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Returns Management

Impress customers with faster complaint and return processing

Initiate processes for capturing and processing complaints and returns with SAP software. Trigger logistical follow-up actions, inspect returned material, and resolve issues, claims, and refunds. Streamline complaints and returns management processes to improve tracking, helping your service organisation process requests faster and with fewer errors at the warehouse. See how these steps translate into lower operational costs.

SAP ERP

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Complaints Management

Improve complaint handling through automation and integration

Manage the entire complaint process more efficiently using automated complaint-handling functions integrated with return-handling, in-house repair, quality management, and refund-processing functions. Match customer complaint submissions with information about products, services, billing documents, or deliveries that prompted the complaints.
 
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Collaborative Selling

Capture maximum revenue opportunity during customer interactions

Foster transparency and collaboration between sales and service to help your customer service professionals engage in sales activities during their interactions – creating a single customer view with the help of SAP Hybris software for collaborative selling. Enable your service representatives to create leads, opportunities, and quotes – while collaborating with the account team to maximise revenue opportunity.

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Service Marketing

Drive service revenue through greater visibility into campaigns and marketing initiatives

Bring your company’s marketing processes, campaign management, and target groups to the forefront of your service processes – using SAP software for service marketing to increase revenue opportunity and campaign continuity. Execute more effective telemarketing campaigns and enable your service professionals to increase the success of your marketing spend.

SAP Hybris Marketing Cloud

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In-House Repair Management

Run an organised, productive in-house repair service

Improve the planning and execution of in-house repairs by enhancing visibility into the repair pipeline and optimising workforce use and productivity. Streamline service operations by automating the entire depot repair process - from returns processing and repair diagnosis, planning, end execution to loaner-device management and product delivery.

SAP ERP

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Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.

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