
CRM / SM / CS
The SAP CS (Customer Service) module is an essential component of SAP ERP, designed to optimize the management of after-sales services and customer support. It enables companies to plan, execute and track services provided to customers, such as repairs, preventive and corrective maintenance, as well as returns and claims management. SAP CS offers a wide range of functionalities, including service notification management, service planning, spare parts management and service invoicing, ensuring smooth and efficient customer service management.
iCrush offers complete consulting to modern industrial service organizations to enable them to structure and improve their processes and implement SAP solutions. We provide comprehensive solutions to all the requirements of an industrial service organization. Regardless of whether SAP ERP (CS) and/or SAP CRM are deployed, iCrush utilizes a mix of both to guarantee that service business procedures are given the optimal support.
Best Practices for Success
Customer call management
Customer Master Data Management
Maintenance of Customer Details
Installed base management, field technician trunk stock for spares, loaners, samples, other
Preventative field service visits
Contract management
Contractual services entitlements, free periodic inspections
Plan technicians on jobs and locations
Optimize resource allocation
IT Service Management
Execute work on-site, capture visit report, update installed base, return material to inventory
Return units to depot for inspection or refurbishment
Loaner from trunk stock usage
Customer service processes with SAP ERP
SAP ERP (CS) supports almost all service processes of industrial service organizations.
Efficient customer message processing (Workday Management)
Graphical representation of Workday planning with SAP MRS
Extended guarantee processing with SAP ERP (LO-WTY)
Return material authorization (RMA)
SAP repairs processing (RAS)
Service contract management – configured service agreements
Service cockpits
Service master data (e.g., equipment and functional location)
Customer service processes with SAP CRM SAP CRM Service supplements the functional solution offering with innovations (for example, Customizable UI with WEB UI) and innovative service processes (for example interaction Center). Existing SAP CS procedures have been upgraded in SAP CRM, therefore empowering significantly more comfortable to use service processes (for instance worldwide, shared utilization of the call center with external call center).