Service Process Management with SAP Business One
SAP Business One brings requests from phone, email, and the portal into a single prioritized queue; contract-based response and resolution targets are tracked, and critical calls escalate automatically. Technicians see the work order, equipment history, and spare-parts stock right from their phone, while parts, labor, and travel cost are reported per call so service gets priced correctly.
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Service · SAP Business OneGet a 360° customer view with integrated service management. Create contracts efficiently and respond to service calls fast.
What we solve for service teams
Brings calls into one center
Requests from phone, email, and the portal are prioritized in a single queue.
Automates contract and SLA tracking
Response and resolution times are tracked, and critical calls escalate automatically.
Mobilizes field service
Technicians see the work order, equipment history, and spare-parts stock right from their phone.
Logs device and equipment history
Serial-number-based service history makes recurring faults visible.
Measures service profitability
Parts, labor, and travel cost are reported per call, so service gets priced correctly.
Why it makes a difference
First-time fix
Correct prioritization and complete information raise the first-visit resolution rate.
A transparent process
Customers see their request status instantly, cutting down on “what's the status?” calls.
Profitable service
Service with known costs is priced correctly, so loss-making contracts disappear.
Speed, reliability, and profitability in service
Contracts & service agreements
Manage SLA and warranty contracts in one system.
Service call management
Log calls, prioritize them, and drive them to resolution fast.
Field service
Digitize technician assignment, routing, and job tracking.
Warranty tracking
Track warranty coverage and terms automatically.
Spare parts management
Tie parts stock and consumption to service processes.
Customer satisfaction
Deliver proactive service with a 360° customer history.
Questions service teams ask
01How does SLA tracking work?
Response and resolution targets are defined per contract; approaching breaches trigger a warning, and critical calls escalate automatically.
02How is technician assignment done?
A suggestion is generated based on region, skill, and workload, and assignment happens in one click.
03Is spare-parts stock integrated?
Warehouse and van stock are tracked live, and parts reservations are tied directly to the service call.
04Can a portal be set up for our customers?
Yes. A web portal can be set up for logging requests and tracking status, and customer-satisfaction measurement can be added.
05Are periodic maintenance contracts managed?
Scheduled maintenance converts automatically into a work order, and billing follows the contract terms.
Modules that add value for the service team
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