Topic Covered -

1. Welcome New Members and Discuss Customer Service
2. Exploring Customer Service Models in SAP
3. Customer Service Benefits and Processes
4. Customer Service in Equipment Sales Process
5. DG Set Production and Distribution Discussion
6. Customer Service Main Functions Explained
7. SAP Customer Service Organizational Structure

Welcome New Members and Discuss Customer Service

The team started by welcoming new members and discussing the launch of the customer service internal training batches. They clarified the purpose of the customer service module, which includes post-sales support, handling customer complaints, and managing customer requests. They also discussed the different types of customer service, such as telephony services, BPO customer service, on-site premises spare part exchange, and annual maintenance contracts. The team agreed that the customer service module is about ensuring customer satisfaction after sales, and providing services such as annual maintenance contracts and on-site repairs.

Exploring Customer Service Models in SAP

In the meeting, Admin explained the concept of customer service, including annual maintenance contracts, warranties, and extended warranties. They also discussed customer service as a model within SAP, its integration with other modules, and the different types of services it offers, such as notifications, tickets, and on-site repairs. Admin sought feedback on the advantages of having a customer service model and clarified that it is an external module focused on post-service activities.

Customer Service Benefits and Processes

Admin discussed the benefits and processes of customer service, including increasing customer satisfaction, improving usability, speed, and efficiency, and providing training. They outlined the functions of customer service, including issue reporting, assembly of technical objects, dispatch of spare parts, on-site repair, and repairs in a service center. They also touched on regular inspections and preventive maintenance.

Customer Service in Equipment Sales Process

Parminder raised a question about the process of customer service starting when communication is received from the customer and requested clarification on the use of customer service process during equipment sales. Vijay confirmed that he had no further questions. Admin explained that the process depends on the type of equipment or machinery being sold, with mandatory actions including the dispatch of materials, on-site and off-site repairs, and arrival maintenance. Parminder suggested that service orders should be created simultaneously with sales orders to ensure installation and training services are provided. Admin confirmed that service orders are separate and use the same transaction code, VA01, and there is an interlink between customer service orders and customer sales orders.

Dg Set Production and Distribution Discussion

Parminder discussed the production and distribution of Dg sets to various manufacturing plants and distribution centers across their region. Admin clarified that these internal activities should be managed through the plant maintenance module in SAP, as they are not customer service-related. However, if services are provided from one plant to another, an internal service order should be created. The possibility of using stock transfer orders between different company codes was also discussed.

Customer Service Main Functions Explained

The meeting focused on the main functions involved in customer service. The discussion covered various technical services, such as service notifications, service orders, and billing. The team also explored the concept of service agreements, including contracts, warranties, and maintenance planning. The importance of scheduling work and the role of the Customer Interaction Center and Solution Database were highlighted. The conversation ended with an emphasis on understanding customer service through the lens of a customer's experience, rather than focusing on technical terminology.

SAP Customer Service Organizational Structure

The discussion focuses on the organizational structure of customer service in SAP, particularly in relation to maintenance and equipment management. The presenter explains that customer service is integrated with various modules like Materials Management (MM) and Sales and Distribution (SD). They describe the location-based and planning-based organization units, including functional locations, maintenance plants, and planning groups. The concept of work centers is introduced, which can represent machines, equipment, or individual customer service agents. The presenter also mentions the importance of creating technical objects and master data for plant codes, maintenance plans, and planning plants. A participant asks for clarification on work centers, and the presenter agrees to provide a more detailed example in the next session. The group plans to review an actual process in the system during the next meeting to better understand how these concepts are applied in practice.