In a service organization, there are instances where a product sold to a customer requires repair and sometimes the repair can not be done at the customer’s site.
In such cases, the defective product will need to be brought in-house for repair.
With this video blog, I would like to give you an overview of how such a service process is executed using the SAP CRM In-House repair functionality.
The process starts with a request from the customer and subsequent internal analysis where the defective product requires it to be brought into the service center for repair.
The necessary information is entered into the SAP CRM 7.0 system.
There are features to offer customer with alternative product “on Loan” – so that the customer business is not interrupted.
Subsequently, the respective services are performed to fix the defective product and may include some additional spare parts, as well.
Once the product is fixed, it is sent back to the customer and the “on loan” alternative product is recovered.
The customer is then billed for the services performed, as well as, for the use of the “on loan” alternative product provided.
The entire In-House Repair process is fully integrated into the R/3 Logistics.
To get a practical insight see the accompanied video, embedded in this screen shot: