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Customer service in SAP – CS or CRM?

SAP Customer Service and SAP CRM Service

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Periodic inspections of the equipment and devices at the customer’s, warranty and post-warranty repairs, a hotline with basic product information for the consumer – in many companies, the sales of a product or service is accompanied by long-term customer service under certain conditions. Within SAP solutions, there are two tools available, offering a wide range of service functionalities – SAP Customer Service and SAP CRM Service. Which one to choose?
 

One of the most important characteristics required from the service department is the speed of reaction allowing you to meet customers’ requirements, and thus gain their trust. The reaction of the customer service, however, depends on the information flow rate and information accuracy. Therefore, a suitable data source is necessary for making service-related decisions and for their efficient processing.

SAP offers two solutions that can be used to meet the needs in the service area. These are SAP Customer Service (CS module of the ERP system) and SAP CRM Service. Each of these tools gives access to the functionality supporting the business processes at all stages for companies providing customer services – from reporting the problem, through planning the works and their execution, to the invoice settlement and issuance.

Both solutions provide flexibility, allowing full integration with other SAP systems (ERP, BI), and also with external applications. By using interfaces, it is possible, for example, to integrate them with GIS (geographic information systems that allow of choosing an optimal route for service technicians), to transmit service requests to the technicians’ devices (laptops, palmtops, PDAs) or to access the module through web ...

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  1. Personal data is processed pursuant to Article 6 (1) (a) of the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016 – the General Data Protection Regulation
  2. The data controller is SNP Poland Sp. z o.o. with its registered office in Złotniki, ul. Krzemowa 1 62-002 Suchy Las. Contact data of the Data Protection Supervisor: dpo.pl@snpgroup.com.
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  1. Personal data is processed pursuant to Article 6 (1) (a) of the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016 – the General Data Protection Regulation
  2. The data controller is SNP Poland Sp. z o.o. with its registered office in Złotniki, ul. Krzemowa 1 62-002 Suchy Las. Contact data of the Data Protection Supervisor: dpo.pl@snpgroup.com.
  3. Consent to data processing is voluntary, but necessary for contact. Consent may be withdrawn at any time without prejudice to the lawfulness of the processing carried out on the basis of consent prior to its withdrawal.
  4. The data will be processed for the purposes stated above and until this consent is withdrawn, and access to the data will be granted only to selected persons who are duly authorised to process it.
  5. Any person providing personal data shall have the right of access to and rectification, erasure, restriction of processing, the right to object to the processing and to the transfer of data, the right to restriction of processing and the right to object to the processing, the right to data transfer.
  6. Every person whose data is processed has the right to lodge a complaint with the supervisory authority, which is the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw).
  7. Personal data may be made available to other entities from the group that SNP Poland Sp. z o.o. is part of – also located outside the European Economic Area, for marketing purposes. SNP Poland ensures that the data provided to these entities is properly secured, and the person whose data is processed has the right to obtain a copy of the data provided and information on the location of the data provision.

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