SAP Business One service management capabilities help service departments provide support for service operations, service contract management, service planning, tracking of customer interactions and customer support.
Give your business what it needs to succeed
As your small to medium-sized company grows, so does the complexity of managing customer service and understanding how to efficiently manage service calls, administer customer warranties and service contracts.
SAP Business One Service Management can help your agents and technicians exceed customer expectations. You can use data and intelligence to transform how you provide customer service and empower supervisors. You can use actionable insights that will guide teams to the right outcomes… and as a result, your organisation will achieve higher customer satisfaction levels and revenues.
Allows users to create a regular support or warranty contract for items or services sold to a customer.
Response time by assignee
Enables users to follow the interaction between a customer and service and to record the time necessary to respond to a single service call
Allows users to view all service calls entered into the system. Users can restrict the report to only see service calls for a specific queue, technician, problem type, priority, item, and call status.
The system can accumulate a knowledgebase of typical faults and customer service suggestions. These are searchable from the service call logging.
Service calls by queue
Tracks all pending service calls in the queue. Various call statuses can be monitored, and calls can be assigned to individual technicians or maintained in a team queue.
Customer equipment card
Provides service technicians with detailed information about an item sold to a customer, such as a manufacturer’s serial number, replacement serial number and all service call history. It also lists service contracts assigned to the item
Customer equipment report
Shows all equipment and corresponding serial numbers sold to a customer or range of customers.
Service planning and Management
Customer interactions tracking
Equipment card handling
Service Dashboards Service contracts.
Human resource integration
Service calendar and service call processing
a spotlight on the
SAP Business One Service App
To win in the digital economy, sales professionals need to maximise every customer engagement with instant access to the most relevant business information, wherever they are.
• Streamline job management
• Efficiently manage and resolve your service tickets online or offline
• View and confirm the service ticket details
• View Service Desk KPIs