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Automated Processes with SAP S/4HANAin customer service and maintenance

Automated Processes with SAP S/4HANAin customer service and maintenance

Today, customer service is a distinguishing feature over the competition and a new sales channel. However, in order to offer customers a convincing service, the processes, such as ticket processing, repair orders and invoicing, have to be executed efficiently. 

This is exactly what SAP S/4HANA Service scores with. The software solution standardizes processes and comprehensively supports service employees in dealing with service requests.

More than 30 years of experience in the SAP environment and a team of professionals: FIS is your competent partner when it comes to implementing SAP S/4HANA as well as the modules required for the optimization of the service processes.

You still know the SAP solutions for customer service and maintenance under the term “SAP CS”?

Under SAP S/4HANA, the Customer service and maintenance module can be found in the new SAP S/4HANA Service business unit. SAP SD will no longer be maintained under SAP ERP ECC 6.0 as of 2028 or 2030. Please prepare for a changeover to S/4HANA in good time. The experienced FIS IT consultants will be pleased to assist you.

SAP S/4HANA Service – increasing customer satisfaction

Meaningful master data serves as a basis for functioning service processes. In SAP S/4HANA Service, this data includes information such as customer master data, ticket or sales histories, service contracts as well as purchased and installed products. Using this data, the service employee is able to provide information at any time and deal with service requests efficiently.

S/4HANA Service assists the service agent in their daily work by means of system-guided processes. Customer requests are dealt with quickly and correctly. Moreover, the system provides potential service or product packages the service employee can offer.  This increases customer satisfaction and retention. The service agent experience is improved as well.

SAP S/4HANA Service can be used to optimally manage one-time and recurring repair orders. Here, physical and digital products can be combined with service offers. Repairs are planned and executed by accessing service master data amended by material, HR and logistics data. For this purpose, for instance, the required spare parts or tools are planned for the repair order and provided for the service employee. Finally, the billing processes are triggered automatically in order to relieve the service employee.

Your benefits when using SAP S/4HANA Service

  • Increased customer satisfaction due to faster processing of customer requests
  • Cost saving by efficient planning of personnel and equipment
  • Improved service agent experience through comprehensive data basis and predefined processes
  • Relieved service staff by automated logistics and finance processes

The Most Important Functions of SAP S/4HANA Service

  • Repair and complaint processing
  • Processing of assembly activities
  • Management of maintenance equipment
  • Management of technical bins at the customer’s site
  • Management of (spare part) BOMs of the device to be maintained
  • Management of service contracts and service level agreements
  • Processing of service orders with subsequent billing
  • Time confirmations
  • Error entry with evaluation option

What you need to know about SAP S/4HANA

SAP software for your customer service

Further services by FIS

With SAP S/4HANA Service, you optimize your customer service and maintenance processes and retain customers in the long term. The FIS professionals have many years of experience in the SAP environment and are pleased to assist you in implementing your individual solutions. Contact us.

Stefan Hinterwälder
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