SAP CRM enables customer service centers to manage and fulfill commitments to
both partners and customers with efficient service planning and execution
through the management of the entire service process. Enhanced functionality in
SAP CRM equips service organizations with the necessary software tools to
deliver world-class customer support, including tactical and strategic service
planning, service administration, transactional support, and operational and
financial analytics. It supports the entire customer interaction cycle (engage,
transact, fulfill, and service) and provides a single customer view with
ready-to-use analytics and integration of strategic enterprise management
functions for closed-loop service processes.
SAP CRM provides a "one-touch point" to customers via the following features:
integrated case management capabilities, a robust solution database, workforce
management functionality, customer analytics to up-sell and cross-sell, warranty
and entitlement validations to avoid giving away service for free, dispatch and
scheduling of appropriate field technicians and service parts to complete a
service call, complete close-looped service process ending in accurate billing,
service performance analytics.
Select capabilities supporting service management in SAP CRM include:
Customer service management � The customer service management
capabilities of SAP CRM equip service organizations with the necessary
software tools to deliver world-class customer support including tactical
and strategic service planning, service administration, customer field- and
Internet-based transactional support, and operational and financial
analytics.
Service marketing � Empowers service organizations to create and
execute highly targeted service-based marketing programs, continually
measuring and improving the effectiveness of marketing to improve customer
satisfaction, deepen customer loyalty, and increase organizational
efficiencies and effectiveness to increase ROI � all in real-time. The
comprehensive functionality incorporates capabilities for planning,
predicting, optimizing, and measuring plans and initiatives across the
service enterprise � including budgeting, resource planning, product
planning, market insight, multi-channel campaign execution, and measurement
to establish a collaborative and streamlined business process.
Service sales � Mission-critical capabilities give organizations
the ability to dramatically shorten sales cycles, quickly increase revenues,
maximize sales and service team productivity, and help ensure customer
loyalty. Detailed knowledge about the installed base allows the initiation
of marketing campaigns based on the installed products, for example, by
offering special upgrade kits to existing customers to provide them with new
product features and improve the efficiency of previously sold products.
