In Focus: Customer Relationship Management with mySAP.

com

Mobile Service
The Solution for your Field Service Force

Field Service Business Scenario

Customer Relationship Management (CRM) is embedded within mySAP.com,
an open collaborative business environment for personalized solutions on
demand. CRM with mySAP.com supports business scenarios in marketing,
sales and service. CRM with mySAP.com pulls information from a single,
consistent set of data within the enterprise information system allowing
marketing, sales and service to work together in a synchronized way. The
resulting benefits for your organization include reduced costs, higher
revenues, and most important, higher customer satisfaction and retention.

Mobile Service, a key component of CRM with mySAP.com is a suite of

tools designed to meet the needs of the field service force. It provides
service engineers with an integrated view of customers, actual and historical
service orders, a customer’s installed base, service contracts and other
More and more companies service relevant information. Using Mobile Service, service providers will be
are embracing service as an able to manage service orders in close cooperation with the Customer
Service functionality of the R/3® System, obtain the information needed to
extension of the global carry out service orders on site, manage the service orders assigned to field
supply chain. They realize technicians, carry out back-reporting and generate service receipts.
that it is vital for gaining a
competitive edge: it helps
retain existing customers,
build customer loyalty and
generate new sales. To add
service as a link in the sup-
ply chain, forward looking
companies need to provide
their field service personnel
with a powerful integrated
tool. Mobile Service, a key
component of Customer
Relationship Management
with mySAP.com, empowers
service engineers to solve
problems and offer an opti-
mum level of service.
Create and Dispatch
Service Orders
Field Service personnel download
service orders from the CRM
Middleware server. The mobile
solution enables the service
technician to view his calendar with
service orders and notifications
assigned to him on a daily basis. It
also allows him to flexibly rearrange
the data set present in the order
listing as per his own preference. He
can invoke the search functionality
for identifying particular service
orders or even sort the service orders
and notifications on his own pre-
ferred criteria for efficient handling.
Service Order Details
Service Orders contain a lot of
valuable information relevant for
service processing. Using Mobile
Service, the field service engineer
not only gets ready access to this
data but can also drill down to
extract all relevant supporting
information.
The Order detail view provides the
service technicians with the
following information:
■ Main order information like order
priority, order execution date and
time, affected equipment,
problem description, customer or
contact person information.
■ List of operations to be carried
out.
■ Planned material allocations.
With Customer Relationship Order Fulfillment
Management Your Company After a service activity has been
will Succeed in Highly performed, the service technician
Competitive Markets: can carry out the necessary
■ Standardized customer confirmation reporting with respect
service processes with a to a service order. Mobile Service
more personal touch enables the service technicians to
■ Increased customer create the following confirmations.
satisfaction, loyalty, and
lifetime value ■ Time confirmations:
■ Better planning and Time spent on the repair activity,
usage of company traveling etc.
resources ■ Material confirmation:
■ Reduced staff turnover Planned and unplanned material
rates through higher job consumption for the service
satisfaction order.
■ Full integration of sales, ■ Technical back reporting:
service, and marketing A detailed activity report con-
■ Increased revenues taining the service items, item
through value-added defect causes and activities
service packages undertaken to rectify the
problem.
The service technician can also
In addition, the technician can ac- print out service activity reports in
cess the object list (i.e. if multiple predefined formats for the customer.
customer equipments are involved)
and the original malfunctioning
reports that are attached to the
service order.
For pre-diagnostic purposes, the
service technician can even look up
the service history information for
the affected equipment(s). Access to
other additional information (e.g.
detailed customer installed base
information, information about
customer contacts, service contract
details etc.) is handled via suitable
hyperlinks from the order detail
screen.
The above information set gives a
clear idea to the service technician
about the service activities he needs
to carry out with regards to a
service order.
Other Highlights
In addition to enabling the service
technician to manage service orders
with ease, the Mobile Service
component equips him with some
additional functions that come in
handy for managing service
processes more efficiently, including:

■ Creation of service requests:

This allows the service technician
to create customer service
requests while on-site. The built-
in catalogue data repository
Benefits of Field Service Integration of Mobile Service
assists him to capture the
Support and Mobile Sales
Just as automating the back office Mobile Service and Mobile Sales are
customer request data quickly
has produced numerous benefits for closely linked and can even be
and accurately. This data, when
the enterprise, automating field delivered as one solution, and are
communicated back to R/3, can
service processes can result in a integrated in the complete Customer
serve as the basis for a new
number of benefits to an orga- Relationship Management offering.
service order.
nization, to individual field service The two components are built on
■ Overview of important master
engineers and customers. a common technical platform and
data: Mobile Service enables the
For example: share business components (e.g.
service technician to get an
customer & prospect management,
integrated view of all relevant
■ Greater customer satisfaction and contact persons, material master,
master data. This includes the
retention: Armed with Mobile and calendar tool). This close
equipment master, product and
Service tools and back office connection allows companies to
service master, customer and
information, field service develop and build on synergies
contact person, and service
engineers can better meet the between the sales and service
contracts. Access to all dependent
needs of customers. departments. Many customers want
and supplementary information
■ Increased productivity: their sales representatives to view
is also possible.
Mobile Service gives field service service specific data and vice versa.
engineers immediate access to This has benefits from both the sales
Important tools like a calendar are
detailed information on their and service sides. For example,
also integrated in the Mobile Service
customers’ equipment. This before visiting a customer, a sales
component to facilitate the service
allows them to complete service representative checks the customer’s
technician in organizing his work
calls faster, which not only service records and finds that there
more efficiently.
increases individual productivity, have been multiple repair orders.
but also satisfies customers. The customer may be unhappy with
■ Motivated field service engineers: the quality of the goods and the
Field service personnel are armed sales representative can meet the
with tools that enable them to customer prepared. Alternatively,
better perform their jobs, which customer visits by the service tech-
leads to greater personal
satisfaction.
■ Lower costs:
Automating service tasks reduces
transaction costs, and integration
with the R/3 System eliminates
costly delays and allows
organizations to act on
opportunities as they arise.
nician can benefit the sales depart-
ment in several ways. First, the serv-
ice technician can obtain valuable
information about the customer that
would otherwise not be available to
sales, such as information about
customer satisfaction or competitor
activities and product related feed-
back. Second, customer visits by the
service technician represent a
chance to generate new leads and
opportunities.
Future Directions
SAP® will continuously enhance the
capabilities of Mobile Service, to
include functions such as:
■ Service order creation and
dispatching using Mobile Service
■ Material reservation for the
orders
■ On-site invoicing
■ Van-stock management
■ Travel and expense management
■ Installed base management By empowering employees,
■ Support for attachments cutting costs, and creating value
(eg. engineering documents) mySAP.com guarantees business
■ Integration of Configuration and success.
Pricing Engine
■ Possibility of dealing with private Please visit our homepage:
end-users (e.g. washing machine http://www.sap.com/crm
repair) http://www.mysap.com
mySAP.com – Turning Internet
Promises into Profit
In the Internet age, businesses in Mobile Service is a
all industries need to move from Natural Extension of Your
intra-company integration to inter- Service Organization to
company integration in order to Your Customers
increase competitiveness. ■ Mobile Service gives your
mySAP.com places Web-enabled service staff access to all
technology at the heart of all the information and tools
SAP products and services. It they require to make your
extends the reach of SAP applica- concept of customer
tions into the Internet and enables service a reality.
seamless, end-to-end integration ■ Mobile Service shortens
of both SAP and non-SAP products. service cycles through
mySAP.com creates an open, speedier response to
collaborative business environment. customer problems and
needs.
mySAP.com also means personalized ■ Mobile Service creates
solutions delivered on demand over synergies between service
the Net, ensuring that users in all and sales departments
positions receive precisely the func- through integration with
tionality and services they need, Mobile Sales.
when they need them.

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