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
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
client’s 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 ‘Call Management’ very efficiently. The process
flow from ‘call logging’ to ‘call processing’, ‘call monitoring’, ‘call closing’
and billing is handled in very systematic way. ‘Call Logging’ function is very
effective and can be used for the ‘Front Office’. Various default tasks like
‘Call back to customers in specified time’ are taken care. The Service
management Module is integrated with Sales Management Module and the calls can
be handled using Sales Order.
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/3’s 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 company’s specific requirements and working