SAP CS | Learn and Master SAP ABAP - Software Development PDF Download

Introduction

SAP Customer Service module is an extended branch of SAP SD module which is used for service management. It enables different functionalities in SAP ERP for service scenarios such as pre-sales, sales and post-sales. It provides functionalities such as managing warranties for goods which are purchased by the customers, enabling help desk services (monitoring of processed calls for adherence to deadlines and agreed response times), management of serial number for all in house repair processes, creation of service requests, planning and execution of requested services, and billing the costs of services executed. It helps companies to improve their customer service processes, increase customer satisfaction, and reduce service costs.

Difference Between SAP CS and SAP CRM

SAP Customer Service (CS) and SAP Customer Relationship Management (CRM) are both modules within the SAP product portfolio, but they have different areas of focus and functionality. Here are some key differences between the two:

SAP Customer Service (CS)

• Focus: SAP CS is focused on service and support activities for customers, such as warranty management, service contract management, and customer complaint management.
• Scope: SAP CS is designed specifically to manage customer service activities, whereas SAP CRM has a broader scope, covering a wider range of customer-facing activities.
• Integration: SAP CS integrates with other SAP modules, such as SAP Service and Asset Management (SAM), SAP Plant Maintenance (PM), and SAP Sales and Distribution (SD), to provide a comprehensive solution for customer service activities.

SAP Customer Relationship Management (CRM)

• Focus: SAP CRM is focused on managing customer interactions and relationships, across multiple touchpoints such as sales, marketing, and service.
• Scope: SAP CRM covers a wider range of customer-facing activities, including lead and opportunity management, account management, and marketing automation.
• Integration: SAP CRM integrates with other SAP modules, such as SAP Sales and Distribution (SD), SAP Marketing (MKT), and SAP Customer Service (CS), to provide a comprehensive solution for managing customer relationships.

Sub-modules of SAP CS

• Service Contract Management: This module allows you to create and manage service contracts for your customers, including contract details, billing information, and service level agreements. You can track and manage contract renewal, billing, and performance, and generate reports on contract utilization and compliance.
• Warranty and Liability Management: This module helps you to manage the warranty process, including warranty claims, warranty settlement, and liability management. You can track the status of warranty claims, manage the settlement process, and generate reports on warranty performance and liability exposure.
• Customer Complaint Management: This module provides a centralized process for managing customer complaints, including complaint registration, investigation, and resolution. You can track the status of complaints, manage the resolution process, and generate reports on complaint performance and customer satisfaction.
• Service Order Management: This module allows you to create, process, and manage service orders for your customers. You can track the status of service orders, manage the service delivery process, and generate reports on service performance and utilization.
• Service Notification Management: This module provides a centralized process for managing service notifications, including creation, processing, and follow-up of service notifications. You can track the status of notifications, manage the resolution process, and generate reports on notification performance and customer satisfaction.
• Service Report Management: This module provides tools to manage and analyse service reports, including the creation, processing, and storage of service reports. You can generate reports on service performance and utilization and use the data to make informed decisions on service improvements.
• Service Product Structuring: This module allows you to manage and maintain the structure of your service products, including product definitions, pricing, and service level agreements. You can maintain product catalogues, manage pricing and billing information, and generate reports on product performance and utilization.
• Service Pricing and Billing: This module provides tools to manage the pricing and billing of service activities, including service order billing, contract billing, and warranty billing. You can manage billing rules and processes, generate invoices and statements, and manage payment and collection processes.