SAP Systems

SAP Customer Experience and Service Management

Service organisations lose money in the gap between what was sold and what is delivered, and the system usually holds the two in different places with nothing reconciling them. This course closes that gap. Delegates work through the customer and contact model and the data that must be shared for a service view to be complete. Service contracts, entitlements and the response commitments that create liability are covered. Ticket and case management follow, including routing, prioritisation and escalation against agreed service levels. Field service is addressed: work order creation, scheduling, technician dispatch and the confirmation that drives billing. Parts, warranty and returns handling are covered. Interaction across channels including telephone, email and self service follows. Reporting on service performance and cost to serve is addressed. The course closes on integrating service with sales and finance so that a delivered service is billed and a recurring contract renews.