SAP Customer Relationship Management help organizations manage the complexities of operating a service business with the following service functions:

• Multi-channel service to support the integrated delivery of customer service through field representatives, interaction centers, partners, or the Internet
• Customer service and support to manage and fulfill commitments with efficient service planning and execution in the interaction center, so companies can resolve customer issues quickly
• Resource planning and optimization to plan long-term resource strategies and optimize short-term scheduling tactics, so resource planners can schedule field service representatives at customer sites based on various parameters
• Service operations management to support single-tier and multi-tiered service operations by providing tactical and strategic service planning, service administration, transactional support, and operational and financial analytics
• Service planning and forecasting to establish service plans to actively maintain products, so organizations can forecast planned services and properly assign resources to deliver on customer commitments
• Professional services to cover the complete client relationship life cycle, plan resources, and manage projects, opportunities, and engagements
• Service analytics to determine the overall performance of the service organization and the resulting profitability of the service business, so managers can optimize service plans, execution, and forecasts

Moderators: | Gerhard Doellinger|

Spaces: CRM Service Community

SCN Discussions: Service Discussion