Customer Service Real Life Situation
Benefits of an SAP Customer Service Solution 

Effective service solutions are vital to companies being successful in increasingly competitive environments. 

For many Fortune 1000 companies, customer service solutions in SAP standard software have become fundamental in providing excellent customer service, that is integrated with

  • Sales
  • Quality
  • Supply Chain
  • Finance
Detering Consulting has provided SAP implementation leadership in the greater "customer service" and customer support arena to renowned SAP clients for over 22 years.

 Major business processes in Service: 

  • Field Service
    • Customer call management
    • Installed base management, field technician trunk stock for spares, loaners, samples, other
    • Preventative field service visits
    • Contract management
      • Contractual services entitlements, free periodic inspections 
    • Plan technicians on jobs and locations 
    • Optimize resource allocation 
    • Execute work on-site, capture visit report, update installed base, return material to inventory
    • Return units to depot for inspection or refurbishment
    • Loaner from trunk stock usage  
  • Depot Repair with it's sub-processes
    • Customer unit repair 
    • Exchange
    • Advanced or forward exchange
    • Loaner Management
      • Loaner and other pools
      • Advance loaner to customer at the start of a repair process. And request loaner return towards end of customer repair, synchronized with logistics supply chain, shipments and warehouse management  
      • Subsequent billing
    • Asset depreciation

  • Subcontracting of service activities for both Depot and Field
  • Billing methods in Service: Depot Repair, Field Service billing options, T&M, Fixed price, Tier'd billing, Cost Plus
    $0.00 billing in case of warranty or contract coverage 
  • Service Cost Controlling
    • CO-PA - Cost, Revenue, and Profitability Analysis 
  • Service Revenue Management 
  • Warranty Management, Warranty Claims
    • Integration of Depot Repair and Warranty Claims Management 
  • Service Contract Management 
    • Contract Service Options
    • Contract Pricing 
    • Contract to Installed Base assignment 
    • Billing Plan
    • Revenue Recognition using RAR
    • PLM data model for service contract offering - GoTo Market Model
  • Remote Device Management, IoT, Leonardo, integrating with S/4 Hana and satellite systems

We can show you how to leverage your SAP investment to develop innovative, valuable solutions for your Service business. Deep vertical experience allows us to propose Solution architecture in very short amount of time, and plan, run your Service project jointly. 

Ask us how.  

 

Request an Initial FREE Consultation