Request to Resolve

Best Practice Scenario: Request to Resolve

The Request-to-Resolve business scenario enables your service department to provide customer service and support to prospects and existing customers. It provides you with functions to receive inquiries via different input channels, and to create and handle service requests. You can provide solutions to your customer using various output channels, and trigger appropriate follow-up activities such as field services. There are also enhanced functions for:

• Knowledge base support to efficiently resolve service requests
• Customer warranties to meet legal requirements, and manage entitlements for product failures and defects
• Service levels for monitoring performance objectives and due dates

Process Flow details Request to Resolve

Roles involved to Request to Resolve

• Customer Service Representative

Business Value of Request to Resolve

For midsize companies that want to achieve service excellence, the scenario of Request to Resolve provides exception-based processing in a multi-tier service and support group.

SAP Business ByDesign supports you from the service request entry, assignment of service personnel, and analysis of the service request phases through to the resolution phase. You can increase customer satisfaction, decrease response times, lower costs for services, and improve long-term customer loyalty.

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[caption id="attachment_202156" align="aligncenter" width="1024"] De Business Flow van Request to Resolve binnen SAP Business ByDesign[/caption]

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Key Benefits of Request to Resolve

• Service employee empowerment through a 360-degree customer view of accounts, products, as well as customer interaction history, including related business documents such as service requests, service orders, or sales orders
• E-mail inbound channel support for service requests
• Telephone integration with Collaboration Window to support inbound service requests and facilitate follow-up activities
• Issue tracking with alerts and escalations to ensure quick resolution
• Knowledge database with search functions to increase efficiency in resolution
• Integration with account management to track customer interactions and up-sell new services
• Built-in analytics and reporting on incident tracking, service request backlog, service level agreement (SLA) compliance rate, and analysis of knowledge-base usage

Application

• SAP Business ByDesign

Continue to review the other Business Processes SAP Business ByDesign

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