crm service - maps business

8/3/2019 CRM Service - Maps Business

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Service Order Management

This Business Scenario Map shows how a company can manage the delivery of services to its customers. Customers canrequest service via telephone or email through the Interaction Center, via the Internet using a web request, or by having

a field service technician enter the request on their laptop or mobile device. Service representatives can create servicequotations for customers and later convert them to actionable orders. Service planners can effectively assign andmonitor work that is to be performed by field service technicians. Employees have access to up-to-date informationregarding service requirements, technician schedules, customers’ service histories and planned service schedules, spareparts catalogs and work progress whether they are working in the field or in the back office. Confirmations of work completed and spare parts used are automatically linked to service orders, contracts, billing and reporting.

Service Order Management This Business Scenario Map shows how a customer service organization can plan, assign, monitor, confirm, and bill externalfield services for its customers.The customer calls your service organization to request a service.When a customer requests a service via telephone, the Interaction Center Agent creates a service item in a service orderand provides the customer with a choice of available appointments. When a customer requests a service via an Internet

service request, the process is automatic. Your customer chooses one of the appointments proposed. When the customer chooses an appointment, a correspondingassignment for a Service Representative is created.In your Customer Service Organization, the Resource Planner monitors the assignments that have been createdautomatically in the Resource Planning Tool and modifies them if conflicts arise. The field service representative accepts thenew assignment on his laptop or handheld device and performs the assignment at the customer site.Then, your customer receives the requested on-site service.The field service representative confirms working times, travel expenses, materials used, and appropriate codes tocategorize the assignment.

Your service manager checks and approves the confirmation data and decides which costs should be billed to the customer. Afterwards, your service manager triggers the billing of the customer. Your customer receives the invoice.



Using predefined queries and reports, your service manager analyzes the costs and revenues resulting from the service thatwas performed for the customer.

In-House RepairThis Business Scenario Map shows how a company can manage their entire in-house repair process. Repair requests canbe captured directly by repair planners, via telephone or email through the Interaction Center, via the Internet using aweb request, or by having a field service technician enter the repair request on their laptop or mobile device. Repair

planners can issue Return Material Authorizations, arrange for exchanges or loaners, process quality inspections andmanage the entire refurbishment process. Billing and cost accounting are handled automatically, including labor, spareparts and shipping charges.

In-House Repair

A customer calls your service organization to request a repair. Your agent enters the repair request. The system checks whether a warranty exists. In addition, the system determines theexisting service contracts and Service Level Agreements.

After this, the customer sends in the product using the given return material authorization number.The delivery note of the defect product is received and the reference RMA number is assigned. The goods receipt isconfirmed.One of your service representatives performs the technical analysis and enters the inspection result. He or she decides whataction should be taken based on the inspection result. The system checks which services and spare parts are included in theguarantee. The price is influenced based on the valid guarantee and assigned service contract.The system calculates the price for the planned repair and required spare parts, according to the price agreements in theservice contract, and the warranty costs. The agent generates a service quotation for the relevant services and spare parts.



Your customer accepts the quotation.On your side, an agent converts the quotation items into "quotation accepted" items which triggers the repair carried out bythe service representative.The service representative repairs the product and confirms his or her working times and materials used. He or she alsodocuments the inspection results.

After this, your service representative returns the repaired product to the customer. Your customer receives the repaired product.Then service representative triggers customer billing, based on the confirmed time and spare parts used, and in accordance

with existing warranties and specific price agreements.Now your customer receives the invoice.Using predefined queries and reports, your service manager analyzes the most important defect reasons.

Complaints & Returns ManagementThis Business Scenario Map shows how a company can manage customer complaints including product returns.Complaints can be captured by the sales or service organizations, by authorized service providers, via telephone or emailthrough the Interaction Center, via the Internet using a web request, or by having a field service technician enter thecomplaint on their laptop or mobile device. Based on the nature of a complaint, it can be automatically routed viaworkflow to different people and departments within your organization, including account representatives, the customerservice department, engineering and quality improvement, the legal department, etc. In the case of product returns,complaint processors can issue Return Material Authorizations and arrange for exchanges or loaners

Complaints & Returns Management A customer calls your service organization to complain about a service performed and a defective product that wasdelivered.

Your agent creates a complaint for the customer calling about a service performed and a defective product delivered anddocuments details of the problems encountered.



The agent can assign the reason for the complaint using predefined codes, enabling him to handle the complaint andtherefore respond more quickly to problems that arise frequently.The agent creates a return request and provides a return material authorization number to the customer, allowing him orher to send in the defective product.

After receiving this number, the customer sends in the defective product using the return material authorization numberissued.

Your service organization receives the delivery note of the defect product. The reference RMA number is assigned. Thegoods receipt is confirmed. The returned goods can be made available for internal refurbishment processing.

One of your service employees performs a technical analysis and decides that the customer should be given a replacementfor the defective product.This service employee also decides that the customer should be compensated with a credit for the incomplete serviceperformed.

Your customer accepts the replacement goods and credit memo as financial reimbursement.Using predefined queries and reports, your customer service manager analyzes the complaint reasons and decides whatactions should be taken to prevent further complaints. As well, he or she checks whether the actions taken and productchanges were successful.

Your interaction center agent calls the customer to ensure that the customer is satisfied.The customer informs the interaction center agent whether he or she is satisfied with the service.

Case ManagementThis Business Scenario Map shows how you can manage complex problems or issues that involve more than onedocument, transaction, or business partner.

You can use cases to consolidate and manage various information about problems or issues in a central collection point,and then monitor and analyze this information. Information about business partners, business transactions, products,and electronic documents is stored in cases. You can link cases to objects in various systems.

You can use case management in SAP Customer Relationship Management (SAP CRM) to improve your processingefficiency by making information about cases globally accessible. At the same time, sensitive information is protectedwith authorization levels. Cooperation during case processing is facilitated by case activities, which you can create andassign to the corresponding processors. Additionally, case notes simplify communication and division of work during caseprocessing.Changes to a case are automatically recorded in a log, enabling you to fulfill legal requirements to provide audit trails forcases, and also providing you with useful progress information.Technical service employees can use service confirmations that are linked to one another to confirm their working time,materials, and expenses for a case. This automatically triggers an update of the inventory, work time, and the controllingdata in the integrated SAP Enterprise Resource Planning (SAP ERP) systems.



Case Management

You can use case management for processing the following issues:

Issues relating to high-value, complex products, for which you provide services.

Billing complaints and disputed payments in the telecommunications branch

Issues in the utilities industry, such as power outages

Customer Service and Support with Interaction CenterThis Business Scenario Map shows how a company can provide service to its customers through the Interaction Center.Customers can contact your company through their preferred channels, including telephone, email, fax, letter and webchat. Interaction Center agents can record service requirements and provide updates on existing service requests with afull view of the customer's installations & assets, their complete service history, planned services and relevant recalls orservice letters. On-site appointments for service technicians can be scheduled by the Interaction Center agents, evencombining reactive service visits with existing preventive maintenance plans.



Customer Service and Support with Interaction Center

This scenario addresses the following business challenges:

Viewed as a cost center with little or no tangible contribution to revenue, service centers are pressured to reduce costs

without impacting customer satisfaction. Often operating in silos, service agents have no visibility into the extendedenterprise to assist with orders, marketing campaigns, payments, etc. Missed opportunities to generate revenue such asextending service contracts, upselling or cross selling additional services or products, or making sure service is deliveredaccording to the terms of service contracts.

The next section describes the scenario in more detail:

The customer contacts the Interaction Center via several channels, for example, telephone, e-mail, or web chat. Your agent answers the contact coming in via phone, e-mail, or other communication media. He or she takes scratch padnotes about the customer's issue.The agent identifies contact person and account as well as products registered for the customer calling. While confirming thedata, he or she notices alerts prompted and reviews the customer fact sheet and interaction history.Starting the interactive scripting, the agent is guided through the customer interaction by questions and answers.

Your customer then provides details of the issue.Regarding these details, your agent searches for solutions to the customer's problem. He or she reviews the solution details

and attachments.In a next step, your customer requests on-site service.

Your agent creates a service order for the customer's problem. He or she maintains relevant data such as priority, problemcode and description and creates a service item requesting a field service representative.He or she then offers possible appointments according to the customer's preferences. When an appointment is selected, thesystem updates the service appointment dates.The customer accepts the proposed service date(s) presented to him by the Customer Service Representative.

Your agent ends communication with the customer. He or she wraps up the interaction capturing relevant information in theinteraction record. He or she takes notes and triggers follow-up steps if necessary. Then the interaction is closed.

crm service - maps business

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