Solution Brief

SAP Customer Relationship

Management

Profitable, loyal customers

are priceless. And it costs
less to keep customers than
acquire new ones. What
drives customer loyalty is
high-quality service. The
SAP Customer Relationship
Management application
helps keep your customer
service a top priority while
boosting your bottom line.

Service

Maximize Service Profitability

Maximizing profit by providing top-quality

service is no longer optional its impera
tive. Leading companies have found the
secret to success is the combination of
customer loyalty, efficiency, and revenue.
The SAP Customer Relationship
Management (SAP CRM) application
maximizes the value from each customer by keeping profitable customers
loyal, decreasing service costs by
increasing efficiency, and increasing
service revenue. With SAP CRM, you
can provide service professionals with
the information and tools they need to
effectively and profitably plan, execute,
and analyze service processes. SAP
CRM tracks service contract entitlements
to provide service-level performance
metrics, and it equips agents with the
tools they need to resolve customer
issues, boosting customer satisfaction.
The application supports field service
professionals for quick and effective
resolution of problems in remote locations and e-service for 24x7 customer
support online at a fraction of the price
of regular phone support. With the
softwares service analytics, you can
make smart business decisions about
your service operations.

Everything You Need to Succeed

Sales and Marketing for Service
SAP CRM helps promote your service
business with sales and marketing
functionality that ranges from targeted,
installed-base marketing campaigns to

lead qualification and contract management. The application helps turn your
service agents into sales agents.
Because service personnel have
crucial information about a customers
environment, they can convert a costly
transaction into a profitable one with
personalized selling of additional parts,
accessories, or service contracts.
Service Contract Management
Service contracts can generate a substantial amount of revenue and profit,
and SAP CRM gives you the tools you
need to make that happen. SAP CRM
automatically checks customers entitlement to service, measures service-level
compliance, and helps you meet servicelevel commitments. SAP CRM can drive
revenues by giving customers the ability
to sell a wide variety of service offerings in the form of service contracts,
usage-based billing contracts, or leasing
contracts.
Customer Service and Support
SAP CRM improves customer satis
faction and drives down service costs
by giving agents all the tools and information they need to resolve customer
issues quickly and effectively. Agents
can access information on case management, service histories, contracts
and service entitlements, service levels,
installed base, and warranties. An easyto-search knowledge base helps them
solve customer problems quickly.

Installed-Base Management
To provide quick and effective service,
you need a way to track your customers
installed base of your products. You
also need to know what else is installed
so you can predict the behavior of your
products in that environment. SAP
CRM provides you with the ability to
manage installed-base assets and their
respective configurations by customer,
location, and product type through a
hierarchical design. You can also manage
engineering and safety changes.
Warranty and Claims Management
Warranties instill confidence in custom
ers. When a warranty claim is made,
rapid processing of the claim can further
strengthen the customer relationship.
SAP CRM lets you manage the entire
warranty and claims process from
return materials authorization (RMA)
to receipt and inspection. You can even
coordinate with third-party logistics
providers like shipping firms to assure
timely customer credits and avoid
unnecessary goodwill allowances.
Depot Repair
SAP CRM automates the entire in-house
repair process, from creating the RMA
to billing and shipping repaired products
back to customers, thanks to tight integration between SAP CRM and logistics
and financial management operations.
You know what products are in for
repair and what repairs are needed.
If necessary, you can issue and track
loaner units.

Resource Planning
You need to assign the most appro
priate employee to a service job. If the
best employee isnt available, you need
to locate a backup person quickly
especially important if your service
contracts promise a specific response
time. SAP CRM enables you to organize,
plan, and dispatch service employees
to meet changing service demands in
the most effective way.

SAP CRM helps promote

your service business
with sales and marketing
functionality ranging from
targeted, installed-base
marketing campaigns to
lead qualification and
contract management.
Channel Service
Many service organizations are turning
to third-party service providers as
partners or outsourcers to lower
service costs or to provide specific
services that arent core competencies
for the service organization. SAP CRM
helps you manage these third-party
service relationships, and it reduces

their costs by delivering service and

problem resolution functions to your
partners.
Service Analytics
SAP CRM provides robust service analytics, including complete performance
metrics, so you can identify problems
and trends and take corrective action.
Profitability analytics display profitability
by customer, by type of service-level
agreement, and by geographic territory,
among others. Performance metrics
show how well your service operations
are doing with such metrics as average
response times, repair times, and mean
time between failures.

Improve Service with

Personalized, Role-Based Views
SAP CRM empowers service represen
tatives, managers, and administrative
staffers to perform their daily tasks
more effectively with personalized Web
pages designed specifically for their
roles. Service managers can monitor
service performance and operations,
analyze service processes, and coordinate
service teams. Service representatives
can respond to customer needs quickly.

Multiple Deployment Options,

One Solution
SAP CRM supports multiple deployment
options, ensuring consistent interactions
with customers across all service
channels.

Customer Service Contact Center

With SAP CRM, customer service agents
have all the information they need at
their fingertips to resolve customers
service needs without having to transfer
them to other departments. From a
single desktop solution, service agents
can handle complaints, confirm service
contract entitlements, address customer
concerns, assist with returned materials,
answer technical questions, make exchanges, and even schedule field service
personnel from their own company or
third-party service providers.
Field Service
SAP CRM automates the process of
dispatching field technicians to service
calls. Customers are happier because
you can accurately predict a window
for service delivery and know the technician will have the right parts and skills
to resolve the issue in one visit. Field
service professionals can provide better service by managing their service
orders and van stocks from mobile
devices.
E-Service
SAP CRM enables e-service over
e-mail and Web channels. A central
rule-modeling engine helps tie together
your e-service efforts, giving one
central point of command for e-mail,
service ticket routing, and even lead
routing. Self-service functions on the
Web help customers help themselves
without involving a service agent
lowering service delivery costs.

SAP CRM equips

your service organi
zation with all the
functionality it needs
to increase customer
loyalty, decrease
service costs, and
increase the profitability of your service
operations.

Transform Service
into a Profitable Line of Business
SAP CRM equips your service organization with all the functionality it needs
to maximize the value of your customers as well as increase customer loyalty,
decrease service costs, and increase
the profitability of your service operations. With SAP CRM, you can:

Increase customer loyalty by pro

viding your service employees with
the information they need to meet
or exceed customer expectations
Drive revenues through close inte
gration with SAP CRM marketing
and sales functionality, resulting
in more personalized offerings for
services and products
Drive the business through analytics
by providing service managers with
insight into profitability and variances
Reduce customer service costs by
providing service representatives
with the tools and information they
need to diagnose, research, and
resolve customer problems on the
first contact or service visit, avoiding
costly follow-ups
Reduce field service costs through
efficient dispatching so technicians
spend less time driving to appointments and filling out paperwork and
more time providing billable services
Decrease service giveaways
by automatically verifying service
entitlements

For More Information

For more information on how SAP
CRM can help you transform your
service operations from overhead into
a profit maker, visit us at
www.sap.com/crm.

Quick facts

www.sap.com /contactsap

Summary
The SAP Customer Relationship Management application equips your service organization
with all the functionality it needs to maximize the benefit your customers derive from your
service offerings. In providing a consistently high-quality service experience for your
customers, you strengthen their loyalty and thereby increase their value as customers,
decrease service costs, and increase the profitability of your service operations.
Challenges
Provision of consistent, superior customer service
High cost of winning new customers
Retention of loyal customers
Rising service costs
Highlights of Supported Business Processes and Software Functions
Service contract management Increase revenue by offering more of your services
in the form of service contracts, usage-based billing contracts, and leasing contracts
Installed-base management Provide effective service quickly by keeping track of the
products both yours and those of third parties installed at your customers sites
Warranty and claims management Reassure customers that, should anything go
wrong, their investment is protected by providing rapid processing of their warranty
claims
Channel service Efficiently manage third-party service providers as partners or
outsourcers to lower your service costs and to extend to customers services not
within your core competencies
Service analytics Identify problems and trends quickly and take corrective action
promptly
For a complete list of supported business processes please go to
www.sap.com/solutions/business-suite/crm/featuresfunctions/service.epx.
Business Benefits
Increase customer loyalty Provide your service employees with the information
they need to meet customer expectations
Drive revenues Offer more personalized services and products through close
integration with marketing and sales intelligence
Drive the business Provide your service managers with insight into profitability and
variances through sophisticated service operations analytics
Decrease service giveaways Verify service entitlements automatically prior to
rendering services
For More Information
Call your SAP representative or visit us online at www.sap.com/crm.

50 046 465 (07/11)

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