ERP CS

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Added by Bala Aluru, last edited by Karin Schattka on Dec 21, 2009 (view change)

ERP Customer Service

Customer Service module leverages the features provided mainly by the Plant Maintenance and Sales and Distribu tion modules. While Plant Maintenance addresses processes in the in house maintenance functions Customer Service handles service provided to the customer. In addition to maintenance services customer support in the form help desk services also forms a part of ERP Customer Service module. Customer Services are rendered usually free of cost from help desk for the lifetime of the product as an obligation for havin g purchased the product. Certain other services could be time bound or usage bound and could be an obligation mandated by a warranty. In addition post warranty expiry customers could engage into a service contract with the seller where they can define several agreements in the areas of pricing, SLA's for service etc. Resource related billing and quotation are widely used in the service industry and these features are highly desired by companies which have a substantially high number of transactions during their post sales service. Customer Service is assuming greater importance in almost all sectors of business since most management philosophies see post sales service as a credibility endorsement. SAP CS being rich in features can accommodate a variety of requirements ranging f rom helpdesk functionality to complex service contracts and usage based maint enance. In the product service area services are broadly grouped under field service and service center services. In the case of fiel d service the service engineers visit the site where the equipment is located, render service and return. With service cent er service the procedure could be of medium to high complexity. If this component of SAP ERP interests you may begin here. Help for SAP ERP CS