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Business Benefits of SAP Service Management


Home »Service Management »Benefits of SAP Service Management


Despite the increasing importance of service in driving business success, many companies operate with disconnected service processes, disparate data, and isolated point solutions, which result in inefficient, manual service processes, high maintenance costs, ineffective planning, and, eventually, growing customer attrition and lost revenue. In enterprises that cannot coordinate customer-service processes involving service personnel, partners, vendors, and equipment appointments are missed, spare parts arrive late, and customers are bounced around between service agents without obtaining answers to their questions.


SAP's comprehensive service management offering helps companies move from a break-fix model to a proactive and comprehensive approach, leveraging SAP's enabling technologies to streamline processes across the entire service value chain, control service costs, and offer customers a variety of flexible, 24/7 service products. Responding to the needs of companies across diverse industries, SAP Service Management equips service organizations with the necessary tools to deliver world-class customer support, including tactical and strategic service planning, service administration, transactional support, and operational and financial analytics.

Leveraging enhanced functionality from SAP Business Suite solutions, SAP Service Management delivers a fully integrated, robust service-management offering that is unique in its completeness to help companies:

  • Effectively manage the outsourcing of aftermarket services, including repair centers, call centers, and logistics services
  • Reduce both fixed and variable service costs by lowering service parts inventory and customer interaction costs
  • Increase efficiencies in field service operations
  • Achieve more effective warranty control
  • Provide a wide range of customer-facing service capabilities
  • Lower service parts inventories by making service parts requirements more visible to product design and development personnel
  • Establish collaborative, streamlined business processes for activities such as budgeting, resource planning, product planning, market insight, multi-channel campaign execution, and measurement
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