Solution BriefSAP Customer Relationship Management

ServiceMAxiMize SeRviCe PRofitAbility

Maximizing profit by providing top-quality service is no longer optional – it’s impera-tive. leading companies have found the secret to success is the combination of customer loyalty, efficiency, and revenue.

the SAP® Customer Relationship Management (SAP CRM) application maximizes the value from each cus - to mer by keeping profitable customers loyal, decreasing service costs by increasing efficiency, and increasing service revenue. With SAP CRM, you can provide service professionals with the information and tools they need to effectively and profitably plan, execute, and analyze service processes. SAP CRM tracks service contract entitlements to provide service-level performance metrics, and it equips agents with the tools they need to resolve customer issues, boosting customer satisfaction. the application supports field service professionals for quick and effective reso lution of problems in remote loca-tions and e-service for 24x7 customer support online at a fraction of the price of regular phone support. With the software’s service analytics, you can make smart business decisions about your service operations.

Everything You Need to Succeed

Sales and Marketing for ServiceSAP CRM helps promote your service business with sales and marketing functionality that ranges from targeted, installed-base marketing campaigns to

lead qualification and contract manage-ment. the application helps turn your service agents into sales agents. because service personnel have crucial information about a customer’s environment, they can convert a costly transaction into a profitable one with personalized selling of additional parts, accessories, or service contracts.

Service Contract ManagementService contracts can generate a sub-stantial amount of revenue and profit, and SAP CRM gives you the tools you need to make that happen. SAP CRM automatically checks customers’ entitle-ment to service, measures service-level compliance, and helps you meet service- level commitments. SAP CRM can drive revenues by giving customers the ability to sell a wide variety of service offer-ings in the form of service contracts, usage-based billing contracts, or leasing contracts.

Customer Service and SupportSAP CRM improves customer satis-faction and drives down service costs by giving agents all the tools and infor-mation they need to resolve customer issues quickly and effectively. Agents can access information on case man-agement, service histories, contracts and service entitlements, service levels, installed base, and warranties. An easy-to-search knowledge base helps them solve customer problems quickly.

Profitable, loyal customers are priceless. And it costs less to keep customers than acquire new ones. What drives customer loyalty is high-quality service. The SAP® Customer Relationship Management application helps keep your customer service a top priority while boosting your bottom line.

their costs by delivering service and problem resolution functions to your partners.

Service Analytics SAP CRM provides robust service ana-lytics, including complete performance metrics, so you can identify problems and trends and take corrective action. Profitability analytics display profitability by customer, by type of service-level agreement, and by geographic territory, among others. Performance metrics show how well your service operations are doing with such metrics as average response times, repair times, and mean time between failures.

Improve Service with Personalized, Role-Based Views

SAP CRM empowers service represen-tatives, managers, and administrative staffers to perform their daily tasks more effectively with personalized Web pages designed specifically for their roles. Service managers can monitor service performance and operations, analyze service processes, and coordinate service teams. Service representatives can respond to customer needs quickly.

Multiple Deployment Options, One Solution

SAP CRM supports multiple deployment options, ensuring consistent interactions with customers across all service channels.

installed-base Managementto provide quick and effective service, you need a way to track your customers’ installed base of your products. you also need to know what else is installed so you can predict the behavior of your products in that environment. SAP CRM provides you with the ability to manage installed-base assets and their respective configurations by customer, location, and product type through a hierarchical design. you can also manage engineering and safety changes.

Warranty and Claims ManagementWarranties instill confidence in custo m-ers. When a warranty claim is made, rapid processing of the claim can further strengthen the customer relationship. SAP CRM lets you manage the entire warranty and claims process – from return materials authorization (RMA) to receipt and inspection. you can even coordinate with third-party logistics providers like shipping firms to assure timely customer credits and avoid unnecessary goodwill allowances.

Depot RepairSAP CRM automates the entire in-house repair process, from creating the RMA to billing and shipping repaired products back to customers, thanks to tight inte-gration between SAP CRM and logistics and financial management operations. you know what products are in for repair and what repairs are needed. if necessary, you can issue and track loaner units.

Resource Planningyou need to assign the most appro-priate employee to a service job. if the best employee isn’t available, you need to locate a backup person quickly – especially important if your service contracts promise a specific response time. SAP CRM enables you to organize, plan, and dispatch service employees to meet changing service demands in the most effective way.

Channel ServiceMany service organizations are turning to third-party service providers – as partners or outsourcers – to lower service costs or to provide specific services that aren’t core competencies for the service organization. SAP CRM helps you manage these third-party service relationships, and it reduces

SAP CRM helps promote

your service business

with sales and marketing

functionality ranging from

targeted, installed-base

marketing campaigns to

lead qualification and

contract management.

Customer Service Contact CenterWith SAP CRM, customer service agents have all the information they need at their fingertips to resolve customers’ service needs without having to transfer them to other departments. from a single desktop solution, service agents can handle complaints, confirm service contract entitlements, address customer concerns, assist with returned materials, answer technical questions, make ex-changes, and even schedule field service personnel from their own company or third-party service providers.

field ServiceSAP CRM automates the process of dispatching field technicians to service calls. Customers are happier because you can accurately predict a window for service delivery and know the tech-nician will have the right parts and skills to resolve the issue in one visit. field service professionals can provide bet-ter service by managing their service orders and van stocks from mobile devices.

e-ServiceSAP CRM enables e-service over e-mail and Web channels. A central rule-modeling engine helps tie together your e-service efforts, giving one central point of command for e-mail, service ticket routing, and even lead routing. Self-service functions on the Web help customers help themselves without involving a service agent – lowering service delivery costs.

Transform Service into a Profitable Line of Business

SAP CRM equips your service organi-zation with all the functionality it needs to maximize the value of your custom-ers as well as increase customer loyalty, decrease service costs, and increase the profitability of your service opera-tions. With SAP CRM, you can:

• Increase customer loyalty by pro-viding your service employees with the information they need to meet or exceed customer expectations

• Drive revenues through close inte-gration with SAP CRM marketing and sales functionality, resulting in more personalized offerings for services and products

• Drive the business through analytics by providing service managers with insight into profitability and variances

• Reduce customer service costs by providing service representatives with the tools and information they need to diagnose, research, and resolve customer problems on the first contact or service visit, avoiding costly follow-ups

• Reduce field service costs through efficient dispatching so technicians spend less time driving to appoint-ments and filling out paperwork and more time providing billable services

• Decrease service giveaways by automatically verifying service entitlements

For More Information

for more information on how SAP CRM can help you transform your service operations from overhead into a profit maker, visit us at www.sap.com/crm.

SAP CRM equips

your service organi-

zation with all the

functionality it needs

to increase customer

loyalty, decrease

service costs, and

increase the profit -

ab ility of your service

operations.

Quick factS www.sap.com/contactsap

50 046 465 (07/11) ©2007 by SAP AG. All rights reserved. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, Duet, business byDesign, byDesign, Partneredge, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

these materials are subject to change without notice. these materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. the only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

Summary the SAP® Customer Relationship Management application equips your service organization with all the functionality it needs to maximize the benefit your customers derive from your service offerings. in providing a consistently high-quality service experience for your customers, you strengthen their loyalty and thereby increase their value as customers, decrease service costs, and increase the profitability of your service operations.

Challenges • Provision of consistent, superior customer service• High cost of winning new customers• Retention of loyal customers • Rising service costs

Highlights of Supported Business Processes and Software Functions• Service contract management – increase revenue by offering more of your services

in the form of service contracts, usage-based billing contracts, and leasing contracts • Installed-base management – Provide effective service quickly by keeping track of the

products – both yours and those of third parties – installed at your customers’ sites• Warranty and claims management – Reassure customers that, should anything go

wrong, their investment is protected by providing rapid processing of their warranty claims

• Channel service – efficiently manage third-party service providers – as partners or outsourcers – to lower your service costs and to extend to customers services not within your core competencies

• Service analytics – identify problems and trends quickly and take corrective action promptly

for a complete list of supported business processes please go to www.sap.com/solutions/business-suite/crm/featuresfunctions/service.epx.

Business Benefits • Increase customer loyalty – Provide your service employees with the information

they need to meet customer expectations • Drive revenues – offer more personalized services and products through close

integration with marketing and sales intelligence • Drive the business – Provide your service managers with insight into profitability and

variances through sophisticated service operations analytics• Decrease service giveaways – verify service entitlements automatically prior to

rendering services

For More InformationCall your SAP representative or visit us online at www.sap.com/crm.