The SAP Business One Service Module is primarily intended for companies that sell goods and services, offer customers contracts or support agreements, receive calls from customers or suppliers who want a promotion or support within the company (e.g. offers or complaints).

The service structure in contains some elements that are very highly integrated. The base in SAP Business One that's what the service contract is for. Service calls can be recorded and processed on this basis of data. Furthermore, an entry is created in the master data of the customer equipment when serial number articles are delivered.

The service contract in SAP Business One

Service contract in SAP Business One
Service contract in SAP Business One

The basis for services within a service in SAP Business One is the corresponding service contract. Such must exist for a customer if he is to receive services in SAP. Such service contracts can also be created as templates and then individually designed for each customer.

You can store such support contracts or warranty contracts for any item or service in the system for customers. A contract has a term that is determined by a start date and an end date. In addition, contractual conditions are stored, which regulate processing periods, among other things.

Master data customer equipment in service

If an item that is managed with a serial number is delivered to a customer via a delivery (delivery note) or an outgoing invoice, a so-called customer equipment is automatically created in SAP Business One. This can then be used to track which products, devices, licenses, etc. are used by which customers.

Service calls in SAP Business One

Service call in SAP Business One
Service call in SAP Business One

A service call can be initiated by a customer or a supplier through a phone call, email, web portal, or other type of communication and documented in SAP Business One. All activities, solutions, resources, expenses, documents, etc. included. The service calls documented in the system can be filtered and displayed according to specific criteria using reporting functions. Service calls can be viewed from different perspectives. This can be a specific queue, technician, problem type, priority, item or status or due date, or time range.
There are also functions that display the number of open, overdue service calls as a service monitor.

Service solution database

The solutions to customer problems documented in the service calls are stored in a central solution database. The description of the causes and the details of the solution can be saved there, including attachments.

Service Call Connection Plan
Service Call Connection Plan

activities and scheduling

Activities can be generated directly from service calls. This can control any kind of activities, tasks in or outside of SAP Business One, customer visits, meetings or document creation, etc.

Mobile Service APP for SAP Business One

With the SAP Business One Service mobile app, field technicians can easily and efficiently provide on-site services using an Android or iOS device. The SAP Business One service app, supported on both HANA and SQL platforms, enables field technicians to:

  • View service tickets and sync appointments with your calendar
  • View, edit, close, share and print service tickets
  • View details on service contracts and warranties
  • Call customers and view customer locations on a map
  • Scan barcodes or QR codes to identify items and update information
  • Easy check-in and check-out of service calls with automatic time stamp and geolocation
  • Attach photos and customer signatures to the service call
  • View documents related to the service call, e.g. B. a user manual
  • View, edit and create customer orders in connection with the service call
  • Display of key performance indicators (HANA version only)
  • Monthly closed tickets
  • Annual In-Service Rate
  • The five most frequently repaired items
  • The five most visited customers
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