SAP Services Management (SM)

Service management (SM) is considered a separate module by itself but it is normally tag along with the Plant Maintenance and Customer Service module for the equipment servicing for after-sales services.

SAP R/3 Service Management (SM) module is fully capable to support customer demands more effective and quick service.

Today, it is a growing trend for companies to provide certain services for other companies, either in conjunction with a specific product that they manufacture, or simply as a main line of business. Consequently, customer expectations of improved after-sales service have risen.

Due to rapid expansion, an increasing number of companies no longer has the capacity to cover all requests for maintenance and service in-house. Even where capacity exists, the specialized technical knowledge required to service a wide range of what may include highly complex equipment is seldom available under one roof. Many companies are finding, moreover, that it can be more cost-effective to outsource at least part of their service capacity.

SAP R/3 Service Management gives an integrated approach to manage activities of various service providers. The services may be internal like providing maintenance support to external like servicing of an equipment at client’s site.

The service management covers wide range of services from a simple process of providing on-line support to erection and commissioning of a machine. It covers services covered under warranty, under annual maintenance contract and chargeable services. The services may be rendered to an equipment or a functional location.

SAP R/3 Service Management (SM) Module handles ‘Call Management’ very efficiently. The process flow from ‘call logging’ to ‘call processing’, ‘call monitoring’, ‘call closing’ and billing is handled in very systematic way. ‘Call Logging’ function is very effective and can be used for the ‘Front Office’. Various default tasks like ‘Call back to customers in specified time’ are taken care. The Service management Module is integrated with Sales Management Module and the calls can be handled using Sales Order.

Allocating the Service Tasks and Resource Capacity Planning is also possible in the Service management (SM) Module. Real time cost of call processing can be monitored. Various activities required for the processing can be maintained with their labor costs. Components Costs also can be captured. The Materials Management (MM) module is also integrated and the components used from the stock will be reduced from the inventory.

SAP R/3’s excellent reporting functionality is also available for this module . These reports help Management to locate the areas for improvement in their work.

In the current market, the customer demands more effective and quick service and SAP R/3 Service Management (SM) module is fully capable to support companies to fulfill this demand. Expert consultants can configure SAP R/3 Service management (SM) module to suit to the concerned company’s specific requirements and working philosophy.


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