Managing Product Support Services in SAP Business One

 In any business, services are equally important as the sales process. An excellent services department ensures customer loyalty with the company's products. While establishing a brand, service quality is similarly essential to product quality. Apart from creating customer loyalty, a mature and properly managed services division will generate continuous cash flow.

There are a few challenges with any successful implementation of a service system. You need to take control of the service operations, starting from generating Warranty Cards, Service contracts, Systematic Planning of service visits, and Availability of the right service parts. A well-managed service department will automatically create new sales. This way, your service department will act as an extension of your sales department.

In SAP Business One, you have the facility to generate the Equipment Cards (Warranty Cards) automatically using the serial numbers assigned to the products. A service contract is a legally binding document, and you need to manage it properly. Service queue management system in SAP Business One provides the facility to categorize various types of customer inquiries based on the customer demography, product categories, and according to the service teams.

The success of any service department is leveraging the knowledge gained over time. Most of the time, an service inquiry will have some relation to an earlier incident. Documenting incidents and abstracting the knowledge gained on each of them will generate a solution knowledge base. Solution Knowledge Base is the collective knowledge base of problems and its resolutions accumulated over a period. SAP Business One will help you to create a solution knowledge base. A well-documented knowledge base and its availability to the service teams will boost the service effectiveness considerably. It reduces the time to resolve the customer issue, thereby enhance customer satisfaction.

SAP Business One has a Mobile Service App as an extension to the service department activities. It is beneficial for the field service team to carry the complete customer details, product details, service history, and inventory availability with them, even while they are on the move. Using the Service App, the service representative can provide the service reports on the spot by collecting the customer's signature on the mobile device, generate the sales order for the spare parts, and schedule various routine activities while on the field itself.

Manage your customer service department well and ensure customer satisfaction and brand loyalty. Convert your service department from a cost center to a profit center!

Are you excited to have a first-hand feel of the service module of SAP Business One? Don't hesitate, call Galaxy Technology today. We can demonstrate it, Live.

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