Impress customers by using CRM service software to provide consistent high-quality service

Manage your service contracts better to efficiently to meet customers' expectations and drive revenue.

• Verify entitlement automatically and manage service-level agreements
• Alert agents to proactively engage customers as their contracts near expiration
• Support service contracts such as parts and labor and usage-based agreements

Access the customer information you need conveniently in one location – enabling end-to-end processes with customer service and support using SAP CRM.

• Access information on service histories, contracts, and service entitlements
• Show customer service reps service information with an intuitive interaction screen

Keep up to date with the complete history and condition of customer installed-base to maximize up-time and cross-sell opportunity.

• Track customers' installed products with graphical hierarchical representation
• Ensure support for new products that require various levels of service
• Maximize uptime with planned maintenance

Improve first-contact resolution with the resources needed to resolve issues – with first-class channel service for SAP CRM.

• Manage and assign external resources to customer services orders
• Enable third-party technicians to receive, execute, and confirm service orders

Manage the entire warranty and claims process, from return merchandise authorization (RMA) to receipt and inspection.

• Coordinate with third-party logistics providers to ensure timely customer credits
• Ensure that goodwill allowances are a rare occurrence