Build and inspire loyalty with the customer service capabilities in our on-premise CRM solution
Support all facets of customer service management – from helpdesk to field service – with the service capabilities in our on-premise CRM software. Gain a 360° view of customers, resolve issues on first contact, and offer more targeted services and products.
Why SAP CRM for Service?
Because to meet and exceed high customer expectations, you need to deliver personalized, multi-channel service better than the competition. With the service capabilities in SAP CRM, you can:
Define specific services for profitable customer segments and easily leverage existing communication and sales channels. The result? More effective service sales and marketing – and more revenue-driven services.
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.
Generate accurate quotations, capture customer service orders, and track orders through to fulfillment.
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.
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.
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.
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.