The following blog is written by Paul Sullivan – Senior Education Consultant in the North America SAP Education Delivery Organization.
As a Senior Educational Consultant in the North America SAP Education group, I am often asked by customers how SAP can help them in managing their aftermarket sales and service business processes. Believe it or not! You do have choices and our SAP Training Department can help you and your company better understand the options that are available and show you how the functionality of our solutions can be applied to your business.
In order to help you best evaluate your options, the first step would be to identify some of the aspects of your SAP system landscape. Specifically, you must identify if your system landscape includes the use of SAP CRM (Customer Relationship Management) and the SAP ERP (Enterprise Resource Planning) or just CRM or just the ERP system.
If you are using SAP CRM and the ERP system, you have the option of using either CRM or the ERP solution to meet your aftermarket sales and service needs. It is noteworthy that the functionality in CRM is different than the functionality provided in the ERP system. In fact, SAP made the decision several years back to include the aftermarket sales and service functionality into CRM and announced at that time that no future developments for service would take place within the ERP system. So, if you have SAP CRM as a part of your SAP system landscape the wisest decision may be to utilize CRM as your platform for aftermarket sales and service processes. In order to see more about this functionality access the following link http://www.sap.com/solutions/business-suite/crm/featuresfunctions/service/index.epx.
Understanding how the specific features and functionality of these applications work requires training and we are experts in providing this training. To learn more about our training for CRM, access the following link: https://training.sap.com/us/en/curriculum/crm_ent_us-crm-enterprise-us/. Specifically review the curriculum for class CR700.
What if your SAP system landscape does not include SAP CRM? What if you only have the SAP ERP system installed? What does SAP provide within the ERP Solution to meet your aftermarket sales and service requirements? Within the ERP Solution we have an entire module dedicated to service. In version 4.5 of the SAP software, we changed the name of the module from Service Management to Customer Service. In that same release numerous enhancements to the functionality were incorporated — Customer Service in the ERP system is totally integrated with the modules of Sales and Distribution, Materials Management, Controlling (Cost Accounting) and Finance.
If you are not aware of what the Customer Service module within the ERP system can provide in meeting your aftermarket sales and service needs, I strongly suggest that you consider our Introduction to Customer Service course (PLM301). The course is power packed with information and provides an excellent platform to experience the functionality and integration of the Customer Service Solution. We provide an entire curriculum of classes surrounding the Customer Service module — please see the following link to view our Customer Service Curriculum: https://training.sap.com/us/en/curriculum/ss_afss_us-aftermarket-sales-services-us/.
To speak with our Customer Interaction Center about any of the courses discussed within this article, please call 1-888-777-1727 or email firstname.lastname@example.org. I look forward to opportunity to demonstrate the value of SAP’s Customer Service module within our classroom setting.
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