SAP ERP

Operations: Sales and Customer Service -- Aftermarket Sales and Service

The following business goals and objectives can be achieved through the implementation of these processes:

Increasing Revenue

•   Develop service offerings

•   Improve customer retention and loyalty

Improving Customer Service

•   Improve service speed

•   Provide a single face to the customer

Improving Service Delivery

•   Better service levels

•   Improved quality and accuracy

Reducing Operating Costs & Increasing Efficiency

•   Increase productivity

•   Reduce cost of services

Configuration Variants

Create and manage service contracts with related billing plans, price agreements and conditions. Service contracts can be referenced in subsequent service processes. Service plans enable contractual preventive maintenance strategies based on time and/or performance. 

Configuration Variants

Manage incoming service and support requests and identify customers with their respective installed base. Based on this information relevant warranties and service contracts are identified. Tasks to resolve the service issues can be planned with the necessary labor and service parts resources. 

Returns Processing: Determines, tracks, and credits returns of products within a service, including the features warranty check, return reason recognitions, and quantity checks.

Billing: Billing documents such as invoices, credit, or debit memos, can be created based on services rendered and/or resources consumed.

Configuration Variants

Provide precise customer location and installed-equipment information to call center, field service, depot repair, and sales staff. 

Phase-in and phase-out: You can maintain master data required to perform effective maintenance on a piece of equipment. This includes the Equipment Master Record, Maintenance Plan, Measuring Point, Task List, Bill of Materials (BOMs). Transfer assets from their current assignment, either to be reused by another department or company, or to be disposed of completely.

Asset Scrapping: Once an equipment has been phased out of service it can be scrapped. This includes removing it from the financial asset register, complying with regulations regarding the environment, salvaging any re-usable parts, removing from site.

Configuration Variants

Warranty Claim Processing fulfills the needs both of manufacturers, importers or vendors of complex products and their suppliers. Warranty Claim Processing offers a solution that can deal with a large number of warranty claims and, as far as possible, automatically. Only those claims that produce negative results in the automatic checks are included in manual processing.

Product & Warranty Registration: You can create warranties and assign technical objects to those warranties. 

Configuration Variants

Deliver the service to your customer base in the most efficient manner. Field service organizations need to have access to up-to-date information about service history and equipment configuration, manage service parts availability across the service network, track travel time, parts use, and other service-call data, and take advantage of emerging technologies such as intelligent devices.

Configuration Variants

Repair customer-owned equipment and service parts sent to repair depots. Manage the necessary labor and service parts resources.

Configuration Variants