Field Service and Repair

Best Practice Scenario: Service and Repair

The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for:

• Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit.
• Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours.
• Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely.

Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments.

Process Flow details Service and Repair

Roles involved to Service and Repair

• Sales, Customer Service Representative
• Service Planner, Dispatcher
• Service Performer
• Accounts Receivable
• Warehouse Manager
• Warehouse Operator

Business Value of Service and Repair

For midsize companies providing after sales services on-site, this process is supported by alert-driven and exception-based processing. You can increase customer satisfaction, decrease response time, lower cost to service, eliminate field service inefficiencies, reduce spare parts inventory and improve long term customer loyalty.

SAP Business ByDesign helps efficiently manage the service and repair business: From service request, assignment of personnel, service fulfillment through to settlement of invoices.

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[caption id="attachment_201538" align="aligncenter" width="1024"] The Business Flow of Field Service and Repair within SAP Business ByDesign[/caption]

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Key Benefits of Service and Repair

• Fully integrated into the supply chain, demand planning and logistics control for spare parts ensures availability thereby minimizing the need for large spare part inventories
• Seamless flow of all service data from service operations to financials ensures that accounting is automatically updated by changes to service delivery, inventory levels, and payments
• Efficient management of warranty entitlements to speed up processing of claims
• Service job scheduling estimates time required to perform jobs, identifies field service team and technicians as well as planning efficient service routes
• Sales of 3rd party services including procurement and financial integration
• Immediate invoicing after work completion is confirmed accelerates time to cash
• Automatic Product Registration from Outbound delivery to track serialized products
• Mobile Service Solution for handheld devices (Windows Mobile) via partner solution
• Complete, built-in analytics and reporting on service order tracking, service costs, profitability as well as service category analysis

Application

• SAP Business ByDesign

Continue to review the other Business Processes SAP Business ByDesign

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