Skip to end of metadata
Go to start of metadata

The Service Contract Management ES bundle service-enables the service contract management functionality of SAP CRM 7.0, providing customers with the ability to create new service contracts and to find, display, and modify items in existing service contracts using a composite application.

Whether the user is a consumer who has purchased a warranty to cover maintenance, repair, and loss for a recently acquired laptop computer, or a large organization such as a hospital or manufacturer that has dozens of contracts in various service configurations to ensure that their machinery and equipment remains in constant readiness, all concerned parties can be served by composite applications that use the enterprise services in this bundle to access relevant contract data. While regular users can exchange and transfer these files via email, field technicians, too, can work with service contract data using a variety of handheld devices. The file formats with which contracts can be created, viewed, and modified include Adobe Interactive Forms, Microsoft Word files, and handheld devices, depending on the design of the composite application that consumes the enterprise services in this ES bundle. Upon completing and submitting contracts to service providers, the data is automatically propagated to SAP CRM.

The Service Contract Management ES bundle leverages enterprise SOA through communications between SAP CRM 7.0 and composite applications using enterprise services.

Service Contract Management (click to enlarge)

Audience

Any organization, large or small, that wishes to increase the efficiency with which it manages contracts for maintenance, repair, and other services for customer products will benefit from this bundle's functionality.

The roles in various industries that will use this bundle include:

  • Manager
  • Clerk
  • Customer service representative
  • Field technician
  • Customers

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


How To Use This ES Bundle

In the past, businesses that sold maintenance and repair warranties or other services for products required their sales or service representatives to create and maintain the respective service contracts by manually entering data into their computer systems. At best, the process was laborious, time-consuming, and repetitive. For example, if customers wanted to modify or cancel a contract or to create a new contract for a previously purchased product, they had to call, inform the representative of their needs, and then wait for confirmation that the contracts had been created or modified to satisfaction. This process was inefficient and costly.

Today, the enterprise services in the Service Contract Management ES bundle allow companies to create Web applications that enable customers with maintenance and repair warranties to order or buy new service contracts or trigger contract updates. This makes the process much more efficient, not to mention less expensive.

The following sections explore four use cases for the Service Contract Management ES bundle. Each use case provides concrete examples and shows how different outcomes can be achieved by using the enterprise services in different combinations. While these examples 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 Service Contract Management ES bundle.

Use Case 1: Viewing Existing Service Contracts

Among the businesses that require detailed maintenance and repair warranties for the host of machinery and equipment that they use on a daily basis are hospitals and other medical facilities. MRI, CAT scan, and X-ray machines are just a few of the complex machines without which these organizations cannot operate. Malfunctions and failures must be avoided in this environment.

To ensure continuous reliability, these organizations typically maintain running service contracts for each piece of machinery or equipment in a given facility. Depending on the sensitivity of each apparatus, or on its usage, the degree to which it requires service will vary. The service contracts for each can be customized to these specifications and then modified at any time by administrators within the organization itself.

In this case, the manager in charge of all machinery and equipment for the ICU ward in a city hospital is preparing to enhance or overhaul all of the existing contracts for the ward's equipment. Before she can make any decisions, however, she must first review each contract in detail.

Since all service contracts can be accessed via the service provider's web site, the manager begins the review process by logging in. By default, the log-in process triggers the Find Service Contract Basic Data by Elements service operation, which uses the Service Contract business object. At this point, the hospital's composite application searches for and displays all of the service contracts for the equipment in the ICU ward.

Once all service contracts have been displayed, the manager can review the details of each by selecting a contract, which invokes the Read Service Contract service operation to display contract detail.

Step

Enterprise Service Invoked

Step 1: A customer with a service contract logs in to the service provider's web site

(No enterprise service is invoked during this step)

Step 2: The composite application searches for service contracts for this customer

Find Service Contract Basic Data by Elements

Step 3: The composite application displays a list of all existing service contracts for this customer

(No enterprise service is invoked during this step)

Step 4: The customer selects a service contract, and the composite application displays the details.

Read Service Contract

Use Case 2: Modifying an Existing Service Contract

The previous use case depicted a scenario in which the manager responsible for the service contracts for all of the equipment and machinery in her hospital's ICU ward reviewed the contracts by way of preparing to order new contracts or trigger contract updates. Now that she has done so, she is ready to order the contracts and request the changes and additions.

As earlier, when she logged in to the service provider's web site, all contracts for the equipment in the manager's ward were automatically searched for and displayed in the UI of her composite application via the Find Service Contract Basic Data by Elements service operation. Although she has already perused each contract in detail, she can repeat the process at any time by triggering the Read Service Contract service operation.

The manager can select and modify any item in a given contract by invoking the Change Service Product service operation, which uses the Service Product business object. If she wishes to search for specific services to add to the contract, she can do so by triggering the Find Service Product Basic Data by Elements service operation, which also uses the Service Product business object. When the customer selects a service item to review, the Read Service Product service operation is triggered, which also uses the Service Product business object.

Step

Enterprise Service Invoked

Step 1: A customer with a service contract logs in to the service provider's web site

(No enterprise service is invoked during this step)

Step 2: The composite application searches for service contracts for this customer

Find Service Contract Basic Data by Elements

Step 3: The composite application displays a list of all existing service contracts for this customer

(No enterprise service is invoked during this step)

Step 4: The customer selects a service contract and reads information contained in it at any level of detail

Read Service Contract

Step 5: The customer can search for new items to add to the contract

Find Service Product Basic Data by Elements
Read Service Product

Step 6: Once the customer has finished requesting changes to contract, he or she can trigger the changes

Change Service Contract

Use Case 3: Ordering a New Service Contract

Consumers frequently buy products that require repair or maintenance at some point in their lifecycles but fail to purchase accompanying service contracts. Upon later reflection, however, many consumers find that such a contract is actually in their best interest. The Service Contract Management ES bundle enables customers to log on to the web sites of companies that sell service contracts of this type, browse among the available service options, choose those that are most suitable to them, and then create and purchase the respective service contract.

In this case, a customer bought a laptop computer online without an accompanying warranty to cover any possible maintenance, repair, or loss. Between the time the customer purchased the laptop and received it, a colleague suggested that the type of work that the laptop would be used for, along with the customer's intense traveling schedule, might indeed merit an accompanying service contract.

As in both of the previous cases, the customer can begin the process of ordering a new service contract by logging in to the web site of the company from which he bought his laptop.

To order a service contract, the customer must first browse among the possible service options and choose those most suitable to his needs. Typing in specific search criteria automatically triggers the Find Service Product Basic Data by Elements service operation, which uses the Service Product business object. When the customer selects a service item to review, the Read Service Product service operation is triggered, which also uses the Service Product business object.

Once he has decided on the appropriate configuration of service items, the customer can finalize the contract by invoking the Create Service Contract service operation, which uses the Service Contract business object.

Step

Enterprise Service Invoked

Step 1: A new customer without a service contract logs in to the service provider's web site

(No enterprise service is invoked during this step)

Step 2: The customer can browse among a list of offered service items and select those that he or she would like in the new contract

Find Service Product Basic Data by Elements
Read Service Product

Step 3: Once the customer has selected the service items that he or she wants in the contract, the composite application sends a message to CRM to create the service contract with the selected service products

Create Service Contract

Use Case 4: Creating a New Service Contract via Handheld Device

Just as customers can purchase service contracts for products such as laptops and cell phones, so, too, can field technicians use handheld devices to purchase service contracts for the appliances they have been authorized to maintain or repair on the customer's behalf.

In this case, a field technician has arrived at the home of a customer whose washing machine failed. The technician has diagnosed the problem and then, via the composite application on his handheld device, checked to verify that the customer has a service contract to cover the needed repairs. Searching for existing contracts invokes the Find Service Contract Basic Data by Elements. Since the customer did not buy a service contract for the washing machine at the time of its purchase, the technician searches for those service products that will benefit the customer by triggering the Find Service Product Basic Data by Elements service operation. To review details about individual service products, the technician can select them, which invokes the Read Service Product service operation.

After hearing the various possible service products and contract configurations, the customer authorizes the technician to create a new service contract. When the technician enters the details for the service contract into the handheld device, the Create Service Contract service operation is triggered and a message is sent to CRM to create the service contract with the selected service products. With the contract now in place, the technician can perform the repair.

Step

Enterprise Service Invoked

Step 1: A service technician arrives at a customer's home and evaluates the customer's need for service

(No enterprise service is invoked during this step)

Step 2: The service technician looks for any existing contracts for this customer, but doesn't find any

Find Service Contract Basic Data by Elements

Step 3: The composite application on the handheld device suggests possible service products for the customer

Find Service Product Basic Data by Elements
Read Service Product

Step 4: The technician describes the benefits of getting a new service contract

(No enterprise service is invoked during this step)

Step 5: The customer agrees to take a new service contract

(No enterprise service is invoked during this step)

Step 6: The technician enters the details for the service contract into the handheld device, which sends a message to CRM to create the service contract with the selected service products

Create Service Contract

Future Directions

Future directions for the Service Contract Management ES bundle may include a service to enable service contract quotations. By law, before the price of a service contract can be increased as a result of changes to items in it, customers must first authorize the change. This requires that the service provider send the customer a quotation detailing the nature of the contract's modification.

System Requirements

SOA Homepage on SDN
SAP CRM BPX Community