SAP CS INTRODUCTION

SAP Customer service is a highly integrated process

module which involves a strong integration of SAP
PM,SD,MM,FICO and PS.
The scenarios supported in this module includes Presales scenario for services, Sales scenario for
services/spares, Post sales and special scenarios
such as warranty claim processing, Intercompany
scenarios.

Copyright 2007 Bristlecone Ltd. All Rights Reserved

Service Notification Definition

Means with which customer notifications are created
and managed in the areas of Plant Maintenance and
Customer Service. The following notification types
are predefined in the standard system:
Customer notification:
Informing a customer of a malfunction or damage
that occurs
Service request :
Request for service to be performed
Activity report :
Documentation of activities that have been performed

Copyright 2007 Bristlecone Ltd. All Rights Reserved

MAINTENANCE PROCESSES IN CS

1. In house repair process

2. Repair at site process
3. AMC
4. Sale of service
5. Sale of spare parts

Copyright 2007 Bristlecone Ltd. All Rights Reserved

CS OVERVIEW

Copyright 2007 Bristlecone Ltd. All Rights Reserved

CS Enterprise Structure

Integration
PM - Structuring Technical Systems for information on structuring and managing technical
objects information on maintenance notification and maintenance order functionality.
FI-AA - Asset Accounting - managing serviceable items as tangible assets
CO Cost element as cost collector. It can be used to distinguish Planned & Actual Material
Costs & Service Costs to get exact Profitability.
MM - Services Management for information on service records It uses the Plant & Storage
location Functionality for keeping Exact stocks of the Spares & Accessories. It also uses
Purchase functionality to Buy Materials from manufacturer
SD - Sales, Sales Order Processing for information on managing and billing sales orders and
service contracts. It uses the Customer Master Data for the Customer Billing. It uses the
Pricing Condition for the Sale of Accessories & Services.
PS - Project System for information on using projects

CS Master data & Technical Objects

Functional Location

Equipment

Installed base

Serial Number

Material

Bill Of Material

CS Service Notification Processing

CS Service Order Processing

CS Service Planning
Capacity requirements planning supports
you in the detailed resource planning of
technicians in Customer Service.

Repair Order
Repair order dash board

Service Order reference

Service Booking Operation and Component

CS Service Contract Management

AMCs: Annual Maintenance Contract once the warranty gets over Comprehensive
Non Comprehensive AMC : Only certain parts are covered under the contract
Only Parts Covered
Only Labor Covered
A fixed # of free PM Services

CS Warranty Processing

The warranty check can be performed automatically by the system when processing
customer notifications and billing requests
The Customer Service component provides the following types of warranty:
Time-bound warranties
Counter-dependent warranties
Warranties that are valid for periods of time and counter intervals.

Types of Warranty

Warranty & Free Services Free Services provided against Warranty to Customer.
After Sales Service Services provided after the Warranty period is surpassed or
Warranty voids.
Retro fitment Services provided for a particular defect in some Lot of vehicles.
Annual Maintenance Contracts are also created for Corporate Clients with Proper
Servicing Schedules for the technical object.

CS Service Scenarios
External Procurement Services
Depot Repair
Service Contract with Periodic Billing
Service with Time & Material based Billing
Service with Fix Priced Billing

Depot Repair

Service Contract with Periodic Billing

Service with Time & Material Based Billing

Service with Fixed Price Billing

CS Solution Data Base

The R/3 Solution Database (SDB) applications offers customer service organizations a
knowledge base component which provides a highly flexible structure to preserve and
acquire knowledge

SDB enables the following functionality that does not exist in the current R/3s database
search
exact search as well as the fuzzy search,
attribute search (e.g., code group and codes) as well as case-based search,
free-text descriptions as well as structured knowledge representation,
flexible information sources including Internet/Intranet access, various file formats and the
business objects defined in R/3.

CS Information System

MCIA:

Notification analysis

MCJB:

MTBR/MTTR analysis for an Equipment

MCJC:

MTBR/MTTR analysis for a Functional Location

MCI1 :

Object Class Analysis

MCI2 :

Manufacturer Analysis

MCI3 :

Location Analysis

MCI4 :

Planner group Analysis

MCI5 :

Damage Analysis

MCI6 :

Object Statistics

MCI7 :

Breakdown Analysis

MCI8 :

Cost Analysis