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The Customer Service Execution ES bundle enables seamless collaboration between customers, customer service representatives, service managers, and service technicians for business processes in customer service and support, installed base management, and field service.

The Customer Service Execution ES bundle provides a collection of enterprise services to enable processes along the service lifecycle. It allows you to compose new business scenarios for service management and make existing business processes more efficient by using enterprise services from this bundle and combining them with other enterprise services from SAP and web services from third parties.

This ES bundle is both multifaceted and flexible, enabling users from such varied manufacturing sectors as industrial machinery and components, high tech, and durable consumer products to create customized functionality intended to streamline the execution of service provided to their customer base. Processing of service requests, orders, and confirmations can be greatly accelerated by changing the business processes surrounding these tasks using the enterprise services in this ES bundle.

For example, when a large appliance manufacturer or its third-party service provider receives notification from a customer that their refrigerator has malfunctioned, it is no longer necessary for a company representative to create a service request by hand and then communicate it to the appropriate department via phone or email. Instead, once the representative enters the pertinent information via the company's front-end interface, it is automatically stored in SAP ERP, where it is available for viewing by other authorized employees such as the service managers responsible for managing and dispatching service requests and orders. The time between the receipt of a service request and the generation of a service order can be as little as minutes.

Customer Service Execution (click to enlarge)


The Customer Service Execution ES bundle achieves this flexibility and efficiency because of enterprise service interaction with the ERP backend system, but it offers other potential efficiencies as well. The enterprise services in this bundle can interface with remote monitoring software, which observes, for instance, printing presses and assembly line equipment. When it detects evidence of a weakened part or malfunction, it automatically sends a message to a designated response center which in turn generates a service request in preparation for the immediate creation of a service order and the subsequent dispatch of a repair technician.
The Customer Service Execution ES bundle also provides for rapid creation of service orders by various means of user interaction. Of course, each order will vary in content and design from company to company, but any one of them can contain information such as the name and status of the technician assigned to address the problem, the names and numbers of potentially needed parts, and time needed to perform the service.
Once the order has been created, the technician dispatched, and the service executed, the technician can use the enterprise services in the Customer Service Execution ES bundle to confirm time and material used, document the reason code and who fixed it, and add text details and other confirmation-related information. Moreover, once confirmation is received and recorded, subsequent steps in invoice processing, which are outside the scope of this bundle, can be triggered in SAP ERP.
Industries that use voice-enabling software will find the enterprise services in this bundle equally useful. Rather than entering information into the backend system using a keyboard, technicians in the field can confirm the completion of a service order using the telephone---the receiving data hub is armed with technology that translates a technician's voice commands or keypad entries into input for the enterprise services in this ES bundle.






Audience

Equipment service providers and OEMs with their own service line of business will find this ES bundle of high value. It is mainly applicable to the discrete manufacturing industry and companies that service discrete products. Deployment will lead to a reduction in labor time and costs and offer enhanced collaboration and visibility into the installed base and the service delivery process. Early beneficiaries include the industrial machinery and component, high tech, and consumer products (durables) sectors.

Workers in the following roles will use this package: service managers, customer service representatives, and field service engineers.

For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.


Composite Application Available

A composite application is available from SAP that uses the enterprise services in this ES bundle. SAP's Customer Service Execution composite application, pictured on this page, is available to customers and partners. For more information about this composite and the associated service offerings of SAP, please contact your regional Consulting Engagement Manager.

How to Use This ES Bundle

In the past, when companies in discrete manufacturing industries performed service for their customers, they did it in a variety of ways. Some used existing applications that had been painfully and expensively customized to meet their needs. Others used non-SOA techniques to interface with third-party applications; such integrations are both more brittle (upgrading either application will break the integration) and expensive when compared to using SOA. Those companies that didn't have access to software capable of sufficient performance often used laborious manual processes while waiting for an upcoming release of software that would provide the requisite functionality.

Such techniques may have sufficed then, but in today's market, driven by customer demand and rapid changes, they are no longer acceptable. The Customer Service Execution ES bundle offers the discrete manufacturing industry a vast spectrum of enterprise services from which companies can selectively pick and choose. The configurations into which these enterprise services can be arranged are limited only by the customer's imagination. As such, every solution will be dynamic, each one custom-made to address only those concerns that are relevant to company-specific processes.

No matter what the scenario, customers will have at their disposal the means to gather all of the information required to execute customer service requests quickly and efficiently. The bottom line benefits for any customer deploying the Customer Service Execution ES bundle include reduced operating costs, better service delivery, reduced parts costs, and inventory levels. A further benefit, of course, is reflected in the improved days of sales outstanding and hence enhanced revenue flow.

This section will explore a series of use cases for the Customer Service Execution ES bundle. Each use case will show how different outcomes can be achieved by using the enterprise services in different combinations. Note that these examples may refer to users directly invoking enterprise services. This illustrates the flow of the service operations; in fact, service operations are invoked by an application, by an application's user interface, or by another service operation.

While these use cases illustrate a few of the ways that this ES bundle could be used, the intention is to show the flexibility and reusability of these business objects and enterprise service operations so that you will have a clearer understanding of how to best deploy them in your own environment. This wiki is also a space for you to share knowledge and collaborate with others who are implementing the Customer Service Execution ES bundle.

Use Case 1: Calling in a Service Request

At Acme Manufacturing, the assembly line equipment must always run. Service requests must be sent immediately, and responded to within 3 hours, according to their service level agreement with the Speedy Service Company. The shop floor manager calls Speedy Service Company, the customer service representative (CSR) on the other end of the phone first locates Acme's information by entering information in a composite application that uses the Read Customer Basic Data enterprise service, which uses the Customer business object. Since a serialized part has malfunctioned, the CSR looks for the specific piece of equipment using the composite application, which invokes the Find Individual Material by Elements enterprise service.

Without any further intervention, the composite application then invokes Find Catalogue by Service Request Type service operation, which looks up the type of issues that relate to this piece of equipment. It then reads that catalog by invoking Read Service Issue Category Catalogue Category, populating pull-down menus so that the CSR can select the relevant codes to designate which part is damaged, how it is damaged, and why it is damaged.

After filling in the details for this request, the customer service representative invokes the Create Service Request service operation, which uses the Service Request business object. The processing of the request continues in use case 3, which discusses taking a service request and creating a service order. It could be determined if a piece of equipment is covered under a service contract using enterprise services for the Customer Contract business object.

SAP's Customer Service Execution composite application allows users to select service problems from a pull-down list (click to enlarge)

Step

Enterprise Service Invoked

Step 1: The customer service representative (CSR) locates the customer information

Read Customer Basic Data

Step 2: A serialized part has malfunctioned, so the CSR searches fort he specific piece of equipment

Find Individual Material by Elements

Step 3: To look up the type of issues that relate to this piece of equipment

Find Catalogue by Service Request Type

Step 4: To read the catalogue

Read Service Issue Category Catalogue Category

Step 5: To create a request

Create Service Request

Simple Sample App available

If you are looking for best practices in consuming enterprise services from the Customer Service Execution ES bundle, please refer to the Simple Sample App Create Service Request as a ready-to-run example, including testing data for immediate use.

Use Case 2: Creating a Service Request via Remote-Monitoring Software

The printing presses for a major newspaper must be able to run at any time of the day or night. Because even the smallest malfunction could stop the presses and precipitate large-scale financial losses, the paper has contracted a remote monitoring software company to monitor its machinery remotely on a moment-by-moment basis. Should the software detect evidence of a failing part or outright malfunction, the machinery itself can create a service request using the enterprise service Create Service Request, which uses the Service Request business object. The creation of the service request is facilitated by the fact that the monitoring software itself can supply information such as customer, serial number, issue code, and issue cause.

Since the monitoring software is communicating directly with SAP ERP, this is application-to-application (A2A) communication. In effect, this means that before the responding service manager receives notification, the request has already been created by the system itself and propagated to the appropriate channels.

Use Case 3: Creating a Service Order (with the Aid of Third-Party Field-Service Scheduling Applications)

Some companies are so vast that it is not possible to easily process the hundreds of service orders they regularly create. Not only must such companies employ large teams of service technicians, but they must also have at their disposal a means by which they can manage and dispatch them.

Companies with this scale of customer service requirements might integrate SAP ERP with third-party resource scheduling and optimization applications. These applications use sophisticated algorithms to automatically evaluate, allocate, distribute, and monitor all relevant details about company service technicians, including skill sets, location, and availability. In addition, they can also be deployed to optimize travel routes.

In most cases, once a service request has been submitted and authorized, the appropriate dispatcher will elevate its status and create a service order. Matching one service order out of hundreds with the right service technician for the right time slot can be a daunting task. Utilizing the Change Service Order enterprise service makes it possible to connect to a third-party resource scheduling and optimization application, assign a technician based on the appropriate rules, and update SAP ERP with the results. Any further updates and status changes to service orders would invoke this enterprise service again.

Use Case 4: Confirming the Completion of Service Orders using Voice-Enabled Software

Confirming that the service order has been carried out according to specification and protocol and subsequently closing it constitutes the final phase of the customer service execution process. Depending on the size and magnitude of the work, however, it may not be possible to close the order at the end of the day. For example, many service requests involve multiple line items that can take days or weeks to conclude and thus involve a variety of stages.

When this is the case, the technician can alter the status of the service order without officially closing it by confirming, for instance, that line one and two of the order are complete while lines three through five remain as yet outstanding. At this juncture, the service order is listed as "partially confirmed." To submit partial confirmation, the technician uses the Create Service Confirmation enterprise service, which uses the Service Confirmation business object.

If, on the other hand, the technician has concluded his business as prescribed, he can trigger Technically Close Service Order. The service order is closed from a technical standpoint, but other systems will still need to access that service order for billing purposes. Later, once the invoice has been remitted, the service order will be processed and closed once and for all.

A technician can confirm and close service orders in a number of ways. He might use a web-based interface to communicate with SAP ERP using these enterprise services. Alternatively, the services can be integrated with voice-enabled software that allows service technicians to confirm the status of service orders via the telephone. To do so is as simple a matter as speaking the number of the service order that has been executed along with such specifics as the service order number, time spent, and parts used. The results are immediately available to any other authorized company representative in SAP ERP.

Use Case 5: Handling of Dealer Returns

Often telecom dealer shops return damaged cell phones to telecom providers---frequently without notice. It happens that these damaged cell phones are sent to a telecom provider to which they don't belong (e.g., a customer signed a phone contract with telecom provider A but switched later to provider B while keeping his original phone). This use case describes how telecom providers can identify devices sent to them in error. By doing so, they start the return process only for the devices that belong to them and reject other devices, saving time and money. Moreover, the composite application "Handling of Dealer Returns" allows the bulk processing of a high amount of returned goods and reduces the manual tasks during the entire process.

The composite application "Handling of Dealer Returns" starts with the role of a warehouse clerk who receives a return and executes the following steps:

  1. Receive a parcel that contains returned physical items (e.g., mobile devices) sent by a dealer.
  2. Determine dealer
  3. Enter stockyard where the parcel is stored and unique parcel number for further processing

In a second step an employee who's role is to check the quality of the received goods would check serial numbers, accepts valid items, and process valid items. If deemed necessary a shipping clerk would print out a summary document and send back rejected items.

The following enterprise services enable this use case: Read Customer Basic Data, Find Customer Address Basic Data by Name and Address, Create Customer Return, Create Delivery With Reference To Customer Return, Create Goods Movement With Reference, and Find Individual Material by Elements.

Best Practices

Customer Service Management Solution

Customer Service Management is available as an Implementation Package based on SOA* on 

The Customer Service Management solution streamlines the customer service execution by accelerating the processing of service requests, service orders, and service confirmations.
The Package inculdes the following features:

  • Agility: Shortens response and repair time
  • Reduces service costs
  • Ease-of-Use: Web UI for simple navigation
  • Collaboration: Easy inclusion of other web-based services to increase service technician effectiveness

For detailed information including pricing, visit https://ecohub.sdn.sap.com/irj/ecohub/solutions/customerservicemanagement\[\]

  

*What is an Implementation Package based on SOA?

An Implementation Package based on SOA is a business process solution.  It is provided via the rapid implementation of a tailored application
based on SOA. It helps enterprises differentiate, while lowering the related cost.

The Implementation Package comprises the combination of:

  • Business Use Case
  • Delivery Type & Methodology
  • Technical Foundation & Tool Support 
     

If you look for best practices in consuming enterprise services from the Customer Service Execution ES bundle, please refer to the Simple Sample App Create Service Request.

Best Practices to Share?

If you've deployed this bundle, please edit this page and share your best practices.









Using the Services in This ES Bundle with SAP Applications

Used This Bundle with SAP Apps?

If you've had experience integrating this bundle with SAP applications, please edit this page and share your experiences.

Certified Partner Applications implementing this ES Bundle

Certified Partner Applications for Customer Service Execution

Partner Company

Antenna Software

Name and Version of the Certified Product

Antenna Mobility Platform  4.0

Validity of the certification

Dec. 2, 2012

Brief Description of the Certified Product

The Antenna Mobility Platform (AMP) is designed expressly for enterprises that want to incorporate a strategic mobile technology platform into their existing IT infrastructure. AMP offers an open and flexible architecture that leverages your IT investments and serves as the central hub to bring together the four primary elements of a comprehensive mobile deployment: data, devices, development, and management.

Implemented Use case(s)

Use Case 2: Creating a Service Request via Remote-Monitoring Software

Connectivity

The Customer Service Execution ES bundle achieves connectivity with SAP ERP 6.0 using enterprise service interactions.

System Requirements

Related ES Bundles

  1. Very good portrayal. Almost like seeing it happen. I am looking forward to somebody who can show the conventional method of process/application integration and after that demonstrate the benefits of switching to SOA model of application design. I wish there was somewhere a visual which can show how these plug and play things works so simple in the SAP screens.

    Taking an example of how a company quickly copes when the vendor changes, how the BPX is using these enterprise services to mix and match and innovate better processes.. All this not in a ppt file but a real demonstration.

     If you have come across any pls do let me know.

     Bala

  2. Guest

    I cant find the relevant Enterprise Business Function associated with this Service Bundle. Could any of the experts provide pointers on how to activate the services in this bundle in an ECC EhP4 system?

  3. Dear Keshav,

    this seems to be a misunderstanding: Other than business functions, enterprise services bundles don't need to be activated at all. We just put the rollout information into the same document. Since your comment is quite relevant and we received a couple of similar feedback, we are currently working on improving our rollout documentation for Enhancement Packages.

    Regards, Volker