Industrial administration with SAP ERP (CS), SAP CRM, and mobile SAP solutions for the service lifecycle

We offer complete consulting to modern industrial service organizations to enable them to structure and improve their processes and implement SAP solutions. We provide comprehensive solutions to all the requirements of an industrial service organization.

Regardless of whether SAP ERP (CS) and/or SAP CRM are deployed, Exalogic utilizes a mix of both to guarantee that service business procedures are given the optimal support.

Customer service processes with SAP ERP

SAP ERP (CS) supports almost all service processes of industrial service organizations. Exalogic complements the solution offering by implementing useful third-party solutions, such as Workforce Management, to ensure optimum process support.

• Efficient customer message processing (Workforce Management)
• Graphical representation of workforce planning with SAP MRS
• Extended guarantee processing with SAP ERP (LO-WTY)
• Return material authorization (RMA)
• SAP repairs processing (RAS)
• Service contract management – configured service agreements
• Service cockpits
• Service master data (e.g., equipment and functional location)

Customer service processes with SAP CRM

SAP CRM Service supplements the functional solution offering with innovations (for example, Customizable UI with WEB UI) and innovative service processes (for example interaction Center). Existing SAP CS procedures have been upgraded in SAP CRM, therefore empowering significantly more comfortable to use service processes (for instance worldwide, shared utilization of the call center with external call center).

• Efficient customer message processing (Workforce Management) with CTI integration across several support levels
• Account management and identification
• Graphical representation of workforce planning
• Knowledge management with knowledge articles
• Complaint process
• Problem management
• Service agreements and service plans
• Service marketing: integration with service campaign management
• Service sales: optimum support of service sales, from the lead through to the order

The benefits of mobilized service business processes are anything but difficult to see. Various mobile standard service solutions that are coordinated with SAP are accessible on the market. For these solutions, service processing must be geared towards procedure-related choices offered by the solutions. The answer to the question “Which is the right solution?” is likewise connected to an entire scope of requirements. Exalogic finds the correct standard solution or gives a customized solution from its different best-of-breed contributions.

System adjusted, effective, and standardized service processes

The point is to diminish costs, facilitate the burden on staff, gain transparency, give high-quality, innovative service business processes fulfill client’s needs, as well as maximize sales and earnings all in one go.

Exalogic has the experience to provide you with comprehensive services and proven methods.