SAP Business One Service Management

The Service module handles communication between service representatives and customers. Information about service contracts, items and serial numbers, as well as customer complaints and Inquiries can be entered and supported.  Problems are logged by opening a service call each time a customer reports a problem. 

Service Contracts — Produces an on-going support or warranty contract for items or services sold to a customer.  The contract contains the start and end dates as well as particular SLAs and contract terms as, for example, guaranteed response or resolution times.

 Customer Equipment Cards — Contains exhaustive information about a customer’s purchase,  as, for example, a manufacturer’s serial number, replacement serial number, and service call history.  Cards also contain service contracts for the given item.

Customer Equipment Report  — Shows all equipment and respective serial numbers for items sold to one or more customers. 

Service Calls  — Examines information relating to all service calls generated, resolved, or closed on a specified date , or in a range of dates.  Reports can be set up to display service calls, technician, problem type, priority, item, or call status.  Overdue calls can be included if desired. 

Service Calls on the List  — Service calls can be monitored and supervised by assessing the call history attached to the given event.  Call status can be tracked and assigned to individuals or kept as a team effort depending on what is appropriate. 

Response Time by Assignee  — Track contact between a customer and the service department in order to determine how much time is needed to resolve a given service call. 

Customer Equipment Card has all the serial number items for which service can be supplied physically. 

SAP Business One is more than just accounting: