Customer Service

The Path to Successful Customer Service

Field service management: how to seamlessly integrate resource planning and technical field service.

Optimize Scheduling to Improve Service Quality

Product returns, complaint processing, repairs in the workshop, and on-site maintenance require effective service management across multiple service channels. This not only encourages customer satisfaction, but also ensures a lucrative increase in revenue. But it is impossible to leverage this potential if your internal service team continues to work with spreadsheets or your field service technicians have to record information by hand. So how do you deliver service on demand?

itelligence supports you in seamlessly connecting every customer service process. This creates a smooth, streamlined workflow from accepting return requests to processing them. With SAP Service Cloud your dispatchers gain complete transparency over all technicians and orders, while the field service team is able to enter data simply and quickly via a mobile service app.

All of this is part of an entire suite of solutions called SAP C/4HANA that lets you create a customer experience fit for the digital age.

From service notifications to operation planning and expense claims, itelligence experts and SAP C/4HANA solutions cover all of your needs.

Customer Service: How We Can Support You

As a close, longstanding SAP partner, we play an active part in the development of SAP solutions and are familiar with every detail of SAP C/4HANA. We are not just experts in standards, but also drive innovations such as predictive maintenance. But what does this mean for you?

With itelligence as your partner, you can be sure that your field service processes and internal services are one hundred percent integrated into your SAP systems – and that you can fully leverage the opportunities of the digital age.

Are You Familiar with these Service Challenges?

Assign technicians efficiently and optimize route planning

Coordinate the expertise of your technicians with timetables and your customers’ requirements.

Collect and view service information on site

Technicians can immediately enter all job-relevant data via a mobile service app.

Process service notifications more quickly

Relevant data is available to internal service teams and technicians.

Implement predictive maintenance

Support your customers before any damage occurs.

Identify and eliminate bottlenecks

Uncover weak points in your service process and analyze how you can increase productivity.

SAP Service Cloud: Survey Your Customers to Know How to Best Serve Them

SAP Service Cloud: Improve customer service with resource scheduling and service staff management.

How Can SAP C/4HANA Solutions Improve Your Service?

Find In-Depth Information on SAP Service Cloud in Our Buyer’s Guide

If you want to learn more about SAP C/4HANA solutions and how they can benefit your company, download the itelligence buyer’s guide.

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How Our Customers Benefit from Us

Camina & Schmid Feuerdesign und Technik GmbH & Co. KG, Bissendorf, Germany

Camina & Schmid produces heating and chimney inserts for wood stoves and fireplaces. As a market leader in their industry they have specialized in innovative and quality products with the "Made in Germany" label.

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pfm medical AG – Gesunde Stammdaten im SAP ERP mit Hilfe von it.mds

Mit der Einführung von it.mds werden die weltweiten Stammdaten bei pfm medical jetzt mit Hilfe einer zentralen Lösung organisiert. Dadurch wird pfm medical das Stammdatenmanagement auch an die Herausforderungen der Zukunft anpassen.

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PARI Medical Holding GmbH – Frische Luft für Produktdaten mit SAP ECTR

Durch die Einführung einer leistungsfähigen SAP Engineering Control Center (ECTR) Lösung konnte die PARI Medical Holding GmbH einen durchgängigen Datenfluss gewährleisten und somit die eigenen Prozesse optimieren.

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Bürener Maschinenfabrik – Gesteigerte Produktivität und Prozesssicherheit mit SAP ECTR

Durch die Einführung des integrativen und leistungsfähigen SAP EngineeringControl Center (ECTR) konnte der Maschinen- und Anlagenbauer Prozesssicherheit und Produktivität maßgeblich steigern.

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Cyberport GmbH – Mit SAP Process Orchestration zum High Performance Unternehmen

SAP Process Orchestration dient Cyberport als Plattform für die voranschreitende Digitalisierung. Damit passt Cyberport sein Geschäftsmodell an den Anforderungen des Marktes und der Kunden an – da muss auch die interne IT flexibel und hochperformant aufgestellt sein.

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Nilfisk-Advance, Brøndby, Denmark

The Application Management Services (AMS) agreement with itelligence gives Nilfisk-Advance access to global resources for development work in the Group’s SAP environment.

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DuPont, Copenhagen, Denmark

The BPC training project at DuPont in Copenhagen was executed as a 30 day BPC trial, where the EPM team members at the former Danish-owned company Danisco received training in the BPC software.

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Fastbolt Schraubengroßhandels GmbH, Gronau, Germany

Wholesaler Fastbolt Schraubengroßhandels GmbH is a product range specialist for industrial connecting elements, delivering all kinds of screws, bolts, and nuts among other things.

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tedox KG, Bovenden-Harste, Germany

At tedox, a wholesaler for interior design products, customers can find almost everything they need for their homes, and that for several decades. Fully relying on the word of mouth, tedox doesn't need any kind of advertising.

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Cheminova, Harboøre, Denmark

Cheminova’s bottling lines operate around the clock and the group is active in many parts of the world. Thus, the stability of the ERP system’s operations 24 hours a day is crucial for the company.

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Increase Accuracy, Efficiency, and Personalization in Customer Service

How SAP C/4HANA Helps You Improve Your Customer Service Management

Learn how SAP Service Cloud, automation, and self-service options can boost customer satisfaction – in this itelligence solution brief.

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Have you got questions about customer service? Would you like more detailed advice from our experts or to book one of our customer service workshops? Simply contact us and we will be glad to help you.


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