SAP Business One
Service Management
SAP Business One Service Management – Winning new customers and retaining existing ones are vital to successful business growth and profitability. As a result, your organization needs to maintain a high customer satisfaction level.
Customer service representatives are your face to the market. Interacting with customers on a daily basis, they need appropriate tools in order to address questions and resolve issues quickly and effectively while maintaining your service cost targets.
The SAP Business One Service Management application can help you accomplish these objectives by allowing you to efficiently administer customer warranties and service contracts and manage service calls.
Quick Tips
- Deal with customer inquiries in a timely way
- Manage all service-related contacts, from customers to business partners
- Maintain ongoing customer satisfaction
- Control access and authorizations for specific service data and reports
- Service management – Track services and provide support for service operations, service contract management, service planning, customer interaction activities, customer support, and management of sales opportunities
- Knowledge database – Include key solutions to solve various problems and cases and streamline service
- Web-based customer relationship management – Allow external sources to view questions and solutions regarding the organization’s products and receive customer issues through ticketing system
- Contract management – Efficiently manage warranty and service contracts, and enter and respond to service calls quickly
- Service reports and analysis – Create detailed reports related to call volumes, durations, and response times, and turn results into actionable items
- Improved efficiency of operations due to automated and effective service and contract
management - Increased customer satisfaction due to faster response to customer calls and inquiries
and improved problem-resolving functionalities - Faster and better decision making based on timely, accurate data on all aspects of the
sales and service processes
SAP Business One Service Management Features
|
Service Call Management |
Warranty and Service |
Service Reports |
Web-Based Customer |
|---|---|---|---|
| Create and manage service call records | Administer warranty and service information with contracts and customer equipment cards | Use service monitor to display all open service calls and overdue calls | Track and receive customer issues through to resolution via queued online ticketing system |
| Use the knowledge database to search for solutions to known customer problems | Create customer equipment cards using sales documents such as delivery or AR invoice | Evaluate performance by analyzing service contracts and technician call data | Build knowledge repository with remote access to support solutions |
| Assign technicians and territories to customers | Define different categories for managing contracts | Create alerts for your service call durations and volumes when limits are exceeded | Contact customers directly through the Web-based interface |
| Define authorizations to restrict service component options for users | Monitor contract terms, renewal, and expiration times for particular items | Allow technicians to view their own progress and take necessary actions | Manage projects by creating tasks and activities related to customer requests |
The service call component in SAP Business One enables you to intuitively manage your customer service calls. You can document all information about calls, including information about the customer, the service item, and the issue reported. You can also document the activities performed, such as tasks and meetings, the solution implemented, and even the expenses that relate to the service call.
SAP Business One allows you to administer all key aspects of the customer warranty and service contract life cycles. You can define serial numbers for sold items and document the service contracts signed between the company and its customers. You can also track the history of items from the day they were sold throughout their entire service period, using the customer equipment cards.
Hear it from our customers
“SAP Business One from Leverage Technologies is one of the best IT decisions we have ever made. We now have a solid platform to take us into the future and expand with our business.”
Hans Van Der Velden, Keune Australia & New Zealand“We wouldn’t recommend any other SAP Business One partner. Leverage’s capabilities, their commitment and their honesty to service delivery makes them a cut above the rest.”
Carl Roberts, Radcoflex International“When we were looking for a partner we wanted a company that had very good support and had a very good reputation in the industry and Leverage Technologies are number one.”
Noah Shroot, W9“We would recommend Leverage Technologies 100%. The support offered as well as the relationships that we have built up are really going to put us in good stead for the future.”
Chris Cole, Markris FoodsQUEENSLAND
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