Optimize Your After Sales Service Management with
Westernacher Consulting
After Sales Service Management
Excellence in After Sales Service Management with SAP Solutions
Higher customer satisfaction – Profitable growth – Better transparency – Efficient processes in real time
Service Mangers without an optimized After Sales Service business
face many daily challenges, including:
Challenges
for Service Managers
• Inadequate system support for the design or
configuration of After Sales services
• Untapped potential of After Sales service revenues due to insufficient sales of these services
• Lack of overview of the installed customer
base
• Complicated and confusing service level
agreements with individual customers
• Inefficient planning and controlling of service
contracts in compliance with required service
levels
• Lack of transparency for effective service
controlling
© Westernacher Consulting AG. All Rights Reserved.
By implementing SAP‘s After Sales Service Management Solutions,
Service Managers quickly achieve an optimized After Sales Service
Business with the following core benefits:
Core Benefits
A best-in-class After Sales Service Business maximizes opportunity by increasing customer loyalty, and generating sustainable, above-average profitability
for an organization.
With years of experience in consulting and profound process and SAP
knowledge in the After-Sales Service market, Westernacher is your
partner to successfully meet these challenges.
from SAP Service Life Cycle Management Solutions
Companies across various industries are shifting focus to aftermarkets in order
to gain a competitive advantage. By offering innovative services, successful
After Sales Service Management impresses customers with quality and compliance of required service levels, while generating additional revenues that
offset dwindling profits from primary sales.
• Differentiation from competitors through systembased design of customized services
• Increased revenues by quickly tapping into additional
revenue potential and active sales
• More efficient service contract management through
better understanding and more precise sales forecasts
• Cost reduction through lean end-to-end processes in
real time and accelerated Warranty Management
• Optimized use of service technicians and lower
travel costs through better planning and controlling
of service orders
• Increased transparency in service contract life cycle
through documentation and mapping of all service
activities for the installed customer base
• Increased employee satisfaction via tools that provide them critical information to make their jobs easier
• End-to-end Service Contract Controlling through
increased transparency and easy reporting
Optimize Your After Sales Service Management with
Westernacher Consulting
Excellence in After Sales Service Management with SAP Solutions
SAP offers a variety of After Sales Service Solutions that provide efficient end-to-end processes that work in real time to help businesses meet required
service levels at minimal costs. These solutions also help increase profitability by targeted marketing and active sales of aftermarket services.
From Planning to Billing
From Marketing Campaign to Order
• Sales, inventory and distribution planning
• Successful marketing campaigns through targeted focus on customer segments
• Increase in service contracts sales via product bundling
• Quoting and order processing of spare parts
Planning
• Invoicing and booking
• Increased service revenues through cross-and up-selling
From Complaint to Credit
From Activation to Renewal
• Processing of Complaints
Spare
Parts
Logistics
• Collection and analysis of service
warranty costs
Warranty &
accounts
receivable
management
• Efficient resource planning according to service level
agreements
• Monitoring and control of service orders
• Mobile Solutions* to integrate service staff processes
*SAP mobile solutions ensure
the process integration of
mobile service employees.
on
• Documentation of assets
Plant
Management
Technician
Deployment
Planning &
Control
• Current status reporting
rin
g
• Service history for each asset
ito
ti
iza
tim
From Service Call
to Invoice
Op
• Documentation and tracking of all repair
activities
From Delivery
to Scrapping
Customer
Service
on
Handling
Returns &
Workshop
Repairs
• Planning and execution of in-house
repairs
After Sales
Service
Service
Contract
Administration
M
• Planning and management of returns
• Fulfilling customer requests
&
From Return
to Settlement
• Accurate sales and profit forecasts of service
contracts
si
s
• Clarification and credit processing
for suppliers
• Overview and control of service contracts
Sales &
Marketing of
Services
An
y
al
From Customer Inquiry
to Solution
• Quick access to important information
• Immediate, System-based solution to customer requests
• Quick reaction through direct responses and routines
Interested?
Call us to set up a free consultation.
We will review your
specific requirements
and show you how
SAP‘s After Sales
Service Management
Solutions can optimize
your After Sales Service
Business.
Westernacher Business Management Consulting AG
Im Schuhmachergewann 6 | 69123 Heidelberg | Germany
Phone: +49 6221 187 62- 0 | Fax: +49 6221 187 62 - 11
E-Mail: info@westernacher.com | www.westernacher.com
Your Contact
Christian Schmaus
Phone: +49 6221 187 62 - 100
E-Mail: sam@westernacher.com