The application also maintains a solutions knowledge base where frequently requested information and solutions to common issues are recorded. This knowledge base provides service representatives with possible solutions to reported problems, allowing them to respond more quickly and more effectively to customer calls.
The reporting features of SAP Business One give you a real-time overview of your service department, letting you analyse call volumes, durations, and response times. The service call monitor records limits for call durations and volumes and creates alerts when preset limits are exceeded, helping to guarantee timely response or resolution times.
The service management functionality in SAP Business One allows you to efficiently administer customer warranty and service contracts and manage service calls. You can create service contracts based on warranted products you are selling or create them separately for support services rendered for third-party products.
Integrated functionality of the software automatically generates a service contract for relevant products upon creation of a delivery or an accounts receivable invoice. The service contracts contain information about items covered under the agreement, such as service, contact, response time, and coverage time, as well as specific item details and information regarding relevant expenses.
With a variety of predefined templates, you can employ an automated and standardized approach to crafting all types of contracts.
Solve customer issues in one interaction with service request management. This capability is utilised in logging in calls from customers (post-sale), track service and related follow-up. Tracked calls can be customer complaints and technical support requests, requests for repair / maintenance and more. You can manage your activities (tasks, meetings, or notes related to the service call) while solving the problem. Furthermore, repairs and creation of invoices for expenses related to the service call are easily processed.
Customer equipment cards from the database that contains all serial number items that you sold to your customer and for which service can be provided. You can track the history of a specific serial number from the day you sold the item and throughout its entire service period. The customer card can contain information regarding the location of the item, service calls, service contracts, sales information and inventory transaction data.
This feature handles the agreement between the customer and your company that enables your company to provide maintenance and repair for an item beyond the manufacturer’s warranty coverage.
This capability allows the user to be able to maintain a repository of common solutions to customer’s problems and questions. You can also search and display recorded solutions within the SAP Business One database. Service calls can be also linked to existing solutions or new solutions could be added here due to the arrival of a new service call requiring a new solution not available in the repository yet. This allows your Service organisation to input a baseline of resolutions for your employees to access during their efforts to support your customers, as well as capture the knowledge that is developed during the process of supporting your customers for re-use on future calls.