SAP Customer Service Solution Benefits
Effective service solutions are vital to companies' success in increasingly competitive environments.
SAP CS (SAP Customer Service Module)
For many companies, Fortune 2000 and beyond, customer services solutions in both SAP standard and SAP Service Cloud have become fundamental in providing excellent customer service operations, that are seamlessly integrated with:
- Sales
- Quality Management
- Supply Chain
- Finance
- Loyalty Management
All of which are designed to deliver customer satisfaction using fully integrated customer service processes.
What is SAP Service Cloud?
It is Customer Relationship Management (CRM) Solution that offers AI Tools to help you deliver superior customer service. It provides an omnichannel service capability, case management and agent experience. It helps you improve your customer service operations while driving down your Cost-to-Service and while improving customer satisfaction and customer loyalty.
AI for Customer Service
The new SAP AI for customer service represents a step-change in how your customers receive and interact with service employees. It also allows you deliver marketing campaigns customized for a particular customer with specific need. It helps improve your first call resolution rate to customer requests.
Track All Customer Interactions
Track all service activities and customer interactions. Ensure both your customers and your management team are aware of how every issue is being resolved. Monitor and proactively manage service quality. Have visibility of all service contracts on-the-fly. It also provides advanced customer self-service tools that get better with usage.
Customer Service Management Consulting
Detering Consulting has provided tremendous SAP implementation leadership in the greater "customer service management process" and customer support arena for over 20 years.
SAP Customer List
Check out our client list here of renowned SAP clients.
Major Business Processes Supported by SAP Customer Service (SAP CS) Module S4 HANA:
Please note: The SAP Service Cloud Solution may provide slightly different solutions.
- Field Service
- Customer Call Management.
- Receiving and Managing Customer Inquiries.
- Handling Service Requests.
- Dispatching Service Technicians.
- Customer Master Data Management.
- Maintenance of Customer Details.
- Installed base management, field technician trunk stock for spares, loaners, samples, other.
- Preventative field service visits.
- Management of Service Tasks.
- Contract management.
- Contractual services entitlements, free periodic inspections.
- Plan technicians on jobs and locations.
- Optimize resource allocation.
- IT Service Management.
- 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 its 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 to provide a measurably better customer experience
- Billing methods in Service:
- Service Cost Controlling
- CO-PA - Cost, Revenue, and Profitability Analysis
- CO-PA - Cost, Revenue, and Profitability Analysis
- Service Revenue Management
- Warranty Management, Warranty Claims
- Integration of Depot Repair and Warranty Claims Management
- Integration of Depot Repair and Warranty Claims Management
- Service Contract Management
- Contract Service Options
- Contract Pricing
- Contract to Installed Base assignment
- Billing Plan, Billing of Actuals such as operating hours
- Revenue Recognition
- PLM data model for service contract offering - GoTo Market Model
- Remote Device Management, IoT (Internet of Things), Leonardo, integrating with SAP S/4 Hana and satellite systems
Customer Service Management Solutions
As highly experienced SAP Customer Service Consultants, we can show you how to leverage your SAP investment to develop innovative, valuable solutions for your Service business. Our company brings a wide breadth of work experience with customer service consulting. We provide highly focused SAP customer support to each of our customers.
SAP Customer Service Consultant Expertise
Our deep vertical experience as management consultants with a focus on customer service in SAP SD CS allows us to propose a tailored Solution Architecture in a very short amount of time and to plan and run your SAP Customer Service project jointly. Speak to a SAP Customer Service Consultant by reaching out to us today to schedule your Customer Service Consultation.