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
