Hi,
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here is a growing trend for companies to provide certain services for other companies, either in conjunction with a specific product that they manufacture, or simply as a main line of business. Consequently, customer expectations of improved after-sales service have risen. Due to rapid expansion, an increasing number of companies no longer has the capacity to cover all requests for maintenance and service in-house. Even where capacity exists, the specialized technical knowledge required to service a wide range of what may include highly complex equipment is seldom available under one roof. Many companies are finding, moreover, that it can be more cost-effective to outsource at least part of their service capacity.
SAP R/3 Service Management gives an integrated approach to manage activities of various service providers. The services may be internal like providing maintenance support to external like servicing of an equipment at clientu2019s site. The service management covers wide range of services from a simple process of providing on-line support to erection and commissioning of a machine. It covers services covered under warranty, under annual maintenance contract and chargeable services. The services may be rendered to an equipment or a functional location.
SAP R/3 Service Management (SM) Module handles u2018Call Managementu2019 very efficiently. The process flow from u2018call loggingu2019 to u2018call processingu2019, u2018call monitoringu2019, u2018call closingu2019 and billing is handled in very systematic way. u2018Call Loggingu2019 function is very effective and can be used for the u2018Front Officeu2019. Various default tasks like u2018Call back to customers in specified timeu2019 are taken care. The Service management Module is integrated with Sales Management Module and the calls can be handled using Sales Order.
Allocating the Service Tasks and Resource Capacity Planning is also possible in the Service management (SM) Module. Real time cost of call processing can be monitored. Various activities required for the processing can be maintained with their labor costs. Components Costs also can be captured. The Materials Management (MM) module is also integrated and the components used from the stock will be reduced from the inventory.
SAP R/3u2019s excellent reporting functionality is also available for this module and reports from various angles can be generated. These reports help Management to locate the areas for improvement in their work.
In the current market, the customer demands more effective and quick service and SAP R/3 Service Management (SM) module is fully capable to support companies to fulfill this demand. Expert consultants can configure SAP R/3 Service management (SM) module to suit to the concerned companyu2019s specific requirements and working philosophy.
Regards
Srini Nookala
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