In a market where high-technology products and services are becoming increasingly commoditized, the importance of customer service as a competitive advantage is growing. Today's customers expect quick and hassle-free resolution of their problems and feel little loyalty towards their service providers and manufacturers. Leading companies recognize service excellence to be a business and brand differentiator and continuously strive to deliver superior customer service. Additionally, these companies recognize service as a strategic line of business with the potential to deliver significant profit contribution.

To excel in customer service, high-tech companies need a solution that supports complex, end-to-end service business processes that span the entire service value chain, ensuring that:

• Customers get consistent levels of support across all support channels by providing seamless hand-offs across these channels
• Orders get delivered correctly on customer requested dates
• The right technician with the right service parts is sent when a service appointment is scheduled
• Warranty claims are managed correctly, parts under warranty are reimbursed, and the customer is billed correctly
• Problems can be diagnosed and fixed before your customer even knows they exist

Solutions for Differentiation Through Service Excellence

SAP brings together the required information and business processes such as service parts planning, supply chain management, warranty management, claims and service return processing, as well as as-installed and as-maintained product and customer information, to help high-tech companies deliver superior customer service efficiently, effectively, and profitably.

High-tech companies have been able to:

• Increase accurate customer orders from mid-80% to 97%
• Reduce average call time for issue resolution by up to 25% by providing agents a unified view of the customer
• Reduce claims by 70% by having consistent interactions across all touch points
• Transform service businesses from cost centers to revenue generating streams

SAP, as a trusted advisor, enables you to achieve quick and efficient implementation projects. Utilizing the SAP-provided solution and technical experts throughout the engagement, you have access to the latest tools, methodologies, and assessments.

SAP Interactive Forms by Adobe enables you to extend the power of SAP to their third-party service providers. Other partner solutions also add to your ability to differentiate through service excellence by features such as monitoring, diagnosing, and repairing equipment at customer sites.

Learn More

• Find out more about SAP partner solutions and services.