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Solution Overview

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Request to Service (ERP)

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The services market is highly competitive, and customer expectations have

skyrocketed. To grow profitably, companies must align every aspect of their

operations to deliver consistently high-value, quality services to their clients.

Customers want their services provider to offer

competitive prices and to be “glocal” – striking

a balance between providing a local presence

and achieving global reach. In this way,

companies can pass on the cost and quality

benefits of efficient internal operations while

delivering excellent service at the customer’s

doorstep.

Externally, firms are taking advantage of labor

arbitrage to reduce costs while maintaining

standard practices and shared learning around

the globe. People are a firm’s number-one

asset. Clients demand the best people on their

projects – experts who have the specific

knowledge needed to address the issue at

hand. Clients also want to choose how to solve

their problems, who collaborates on them, and

how they are being charged for the solutions.

This trend is visible across all fields of service.

For instance, the “consumerization” of IT

results in clients demanding more standardized

services on one hand and services packaged

and delivered as solutions on the other.

Boost Service Quality and Profitability

Deliver Customer Value

Boost Service Quality

SAP Innovations

React to Changing Demands

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Assign the right people to the right projects at the right time, and increase customer

service satisfaction and retention. Deliver services globally with a repeatable

process. In addition, gain the transparency required to understand the profitability

of services and clients.


To have the right people on the right projects at

the right time, firms need a holistic view of the

demand for – and the supply of – internal as

well as external resources. This information

allows them to manage and optimize the entire

talent supply chain.

To increase client satisfaction and, ultimately,

retention, it is vital that companies provide

transparency at all times about meeting

agreed-on criteria and services ordered and

invoiced. They must also support a wide range

of advanced, complex billing models.

The global delivery of services in a repeatable

fashion is another do-or-die capability in today’s

services market. Firms need a scalable,

repeatable, and highly efficient process to

deliver global services with consistent quality.

Clients want standardized services offerings

with the firm’s best people and at the best price

to address their most complicated business

challenges.

As billing service-level agreements and billing

models get more and more diversified, it is

of even higher importance to have a holistic

view on profitability. It is imperative for project

managers and delivery managers to have

visibility of the service delivery and quality of

services for any given project. Companies

must understand how the profitability of client

relationships is affected by the profitability of

current projects, contracts, and future bids.

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SAP Innovations




To achieve profitable growth, professional services firms need to understand and

react quickly to clients’ ever-changing demands and priorities. They must respond

by providing the best service offerings using local and global resources.

React Quickly to Changing Demands

SAP software helps companies to establish

continuous product and service innovation.

It does this by enabling organizations to

leverage all information gained from the

entire extended enterprise to spot innovation

opportunities. This helps them to identify

possibilities, develop concepts into products,

optimize program and project management,

and commercialize new offerings more

effectively.

The software integrates revenue and cost

analysis with performance monitoring.

This provides clear and consistent business

intelligence for the creation of future product

and service strategies and planning processes.

Engagement and project management

functionality supports companies in selling

and delivering profitable projects and services

to customers. Besides tracking project

performance on financial aspects of cost and

revenue, progress is tracked using tasks and

status management functionality.

Resource management tools help ensure the

availability of the right internal and external

resources from local or global resource pools

to create the most customer value. In addition,

functionality for mobile scenarios minimizes

the administrative burden for practitioners and

provides timely decision support.

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SAP Innovations




SAP delivers a variety of new and enhanced functionality through enhancement

packages for the SAP ERP application. This evolutionary approach enables

customers to implement functionality incrementally as their business requires it,

protecting existing IT investments and reducing costs.

Technology innovations not only help

companies to improve operational efficiencies

in services but also allow consultants and

service technicians to focus more on generating

revenue and less on administrative tasks.

Database and technology solutions, including

the SAP HANA platform, help companies to

improve financial performance, control risks,

increase productivity, and drive business in real

time while managing increasing volumes of

data. As a result, they gain deeper insights

and quickly highlight opportunities and issues.

They also leverage trusted data for more

accurate planning and forecasting and benefit

from faster analysis, reporting, and disclosures.

Intuitive embedded analytics solutions help

companies to uncover trends. Leveraging the

speed of SAP HANA, SAP ERP enables them

to assess a huge amount of valuable project,

contract, and client data.

To make informed decisions, executives must

be able to access these analyses anytime and

anywhere. In this way, they can respond quickly

to client requests and drive profitable projects.

SAP Innovations

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SAP Innovations




Supported by integrated software for service processes, companies can manage

service operations effectively. They can also enable OEMs and third-party

providers to run services as a strategic line of business.

Optimize Service Delivery

Optimize service delivery by incorporating service processes into daily

customer interactions.

Unlock Profit Potential in Service Parts

Reduce investment in service parts while making the right parts available quickly.

Align Projects with Business Objectives

Align resources and service projects with business objectives to ensure that

results meet expectations.

Deliver Real-Time Service Excellence


Deliver Service Excellence

Align with Key Objectives

Unlock Profit Potential

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With SAP ERP, service organizations can generate

revenue with relevant cross- and up-sell offers, product

and service bundles, and renewals of profitable contracts.

Incorporating service processes into daily customer

interactions, agents can accelerate issue resolution

and engage in profitable interactions.

SAP software supports comprehensive field

service processes, from call taking through

planning, scheduling, and parts provisioning

to on-site execution and billing. This holistic

view allows companies to resolve customer

requests quickly and satisfactorily in a cost-

efficient manner.

The software also automates the capturing

and processing of returns, triggering logistical

follow-up actions, such as inspecting returned

materials and resolving issues and claims

refunds. Organizations can process requests

faster and with fewer errors, translating into

lower operational costs.

SAP software combines financial data from

various sources to enable accurate, timely

billing and revenue tracking. Executives can

also get a complete picture of service

performance and profitability. Analytics

solutions powered by in-memory computing

enable real-time reporting, providing access

to key performance indicators (KPIs) that help

executives to make informed, timely decisions.

Finally, SAP software streamlines the entire

warranty and claims process, from return

merchandise authorization to receipt and

inspection. This enables contact centers

to process a high volume of inbound and

outbound warranty claims quickly and, to

a large extent, automatically.


20% Higher process accountabilities

for organizations with a

formal, regular process for

capturing and acting on

customer feedback

Source: SAP Performance

Benchmarking

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Companies must respond swiftly to customer service

requirements. SAP software helps improve real-time

visibility to unlock profit potential in service parts.

The software is based on solid and integrated

functionality for services, finance, and HR processes,

along with language and localization requirements.

SAP software supports parts inventory visibility

across the entire service parts supply chain.

As a result, users can make more-informed

distribution decisions. At the same time, they can

reduce costs and aggregate inventory data to

determine parts availability. Companies benefit

from increased service supply chain efficiency,

better aligned processes, and superior customer

service levels.

With SAP software, companies can run efficient

warehousing processes to optimize operations,

increase service levels, and control cost. The

software also helps businesses to balance

capacity, maximize throughput, and efficiently

manage high-order volumes.

Companies benefit from increased service supply

chain efficiency and greater alignment of parts

planning, warehousing, and fulfillment processes.

SAP software supports effective service parts

fulfillment. To address common challenges,

such as delayed order fulfillment and changing

customer needs, the software provides real-time

inventory visibility. As a result, companies

achieve higher fill rates, more timely deliveries,

and rapid response times. They benefit

from greater service supply chain efficiency,

processes that are aligned and efficient, and

higher profitability.

Unlock Profit Potential in Service Parts

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Project management software from SAP provides insight

into project cost, time, scope, and performance. Based on

integrated functionality for finance and human resources,

the software provides tools to manage all project phases.

As a result, organizations can minimize project delays

and prevent business interruptions.

SAP software helps companies to integrate

a variety of simultaneous activities when

implementing projects. Project management

software from SAP integrates with SAP ERP

to provide insight into a project’s cost, time,

scope, and performance.

SAP software also provides organizations with

the tools to manage human resources and

financial performance as well as each project

phase, from initiation to closure. As a result,

organizations can minimize project delays and

prevent business interruptions.

It also helps project leaders to develop project

forecasts that identify potential scheduling

bottlenecks. These forecasts also provide

details about the types and quantities of

resources required for resolution of any issues.

With SAP software, project leaders can identify

each team member’s competencies, assign

members to roles requiring specialized skills,

and outline schedules accommodating each

team member’s availability. As a result, project

leaders can reduce project costs by preventing

resource shortages and minimizing unexpected

requests and last-minute changes that require

the use of additional – and often external –

resources.

Align Projects with Business Objectives

75% Reduction in monthly billing

cycle time achieved by

services provider Mindtree

when using SAP ERP

Source: SAP Customer

Success Story

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Request to Service (ERP) Value Map

SAP solutions address key requirements for request to service.

Service Management

SAP Solutions

Service Project Management

Service Parts Management

Field Service

Management and

Execution (ERP)

Warranty and

Claim

Management

Returns

Management

(ERP)

Billing and

Payment

Management

Customer Service

Reporting and

Analysis

Service Parts

Planning and

Procurement

Service Parts

Warehousing

Service Parts

Fulfillment

Project

Management

Resource

Management

Service

Management

(ERP)

Service Project

Management

(ERP)

Service Parts

Management

(ERP)

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Service Management (ERP)

Streamline tasks for collaborative project delivery.

With SAP software, companies can schedule and assign the most

suitable resource to address customer demands.

They can also manage customer returns and integrate financial

data for accurate billing and revenue reporting. Better insight into

service performance enables executives to enhance customer

service efficiency and profitability. Meanwhile, streamlined warranty

processes speed up claims.

Field Service Management and Execution (ERP)

Boost the efficiency of end-to-end processes for field services by optimizing workforce scheduling to meet service-level agreements and arming field engineers with mobile apps to increase productivity and data quality.

Returns Management (ERP)

Manage customer returns orders, returned materials, and logistical follow-up processes. In addition, process refunds and monitor business transactions for returns.

Billing and Payment Management

Integrate financial data to enable accurate, timely billing of services and tracking of service revenue. Generate and track bills and invoices, and gain insight into cost information to support decision making.

Customer Service Reporting and Analysis

Gain insight into service performance and profitability with KPIs that help executives make informed, timely decisions.

Warranty and Claim Management

Process claims quickly and automatically, from return merchandise authorization to receipt and inspection. By simplifying the warranty and claims process, executives can make decisions that elevate customer sentiment and lower costs.

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Service Management

SAP Solutions





Service Parts Management (ERP)

Reduce investment and improve efficiency.

Deploy a single, integrated solution to support fulfillment, planning,

procurement, and warehousing of service parts. Establish an

efficient, integrated supply chain and unlock profit potential with

real-time inventory visibility. Companies benefit from increased

supply chain efficiency and better-aligned parts planning.

They can also offer superior customer service.

Service Parts

Planning and

Procurement

Make informed distribution decisions based on visibility across the supply network.

Aggregate inventory data to determine parts availability and avoid missing out on

opportunities to reduce costs. Align processes across parts planning, warehousing,

and fulfillment, and increase supply chain efficiency while delivering superior

customer service.

Service Parts

Warehousing

With SAP software, companies can run efficient warehousing processes.

This helps them to optimize warehouse operations, increase service levels,

and control costs. Enhanced visibility and integrated functionality also help

businesses to balance capacity, maximize throughput, and efficiently manage

high order volumes.

Service Parts

Fulfillment

SAP software supports effective service parts fulfillment, complete with integrated

functionality for global parts sourcing and availability and parts price optimization.

Real-time visibility and availability of inventory helps companies achieve

higher fill rates, more on-time deliveries, and swift responses to customer demands.

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Service Management

SAP Solutions





Service Project Management (ERP)

Align projects with business objectives.

SAP software provides integrated planning functionality that enables

companies to align projects with business objectives and help

ensure that outcomes meet expectations. By identifying key

challenges and resources required before projects are launched,

planners can reduce project costs by preventing resource shortages

and disruption to operations.

Project

Management

Integrate simultaneous project activities, and monitor project cost, time, scope,

and quality performance. Based on integrated functionality for finance and human

resource processes, SAP software helps companies to manage each phase,

from initiation to closure. As a result, organizations can minimize delays and prevent

business interruptions.

Resource

Management

Develop project schedules that detail resource requirements and highlight potential

bottlenecks. Identify each team member’s competencies, assign roles requiring

specialized skills, and outline schedules accommodating each team member’s

availability. Avoid unexpected requests and last-minute changes requiring costly

external resources.

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Service Management

SAP Solutions





Service organizations can take advantage of new

functionality through enhancement packages for SAP

ERP. Companies can implement functionality to support

processes incrementally as the business requires.

This is an evolutionary approach that protects existing

IT investments and reduces costs.

SAP Innovations

Applications

SAP Innovations

Mobile

Analytics

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As part of an ongoing commitment by SAP to

deliver business innovation to customers

without disruption, SAP releases enhancement

packages for SAP ERP on a regular basis.

Enhancement packages deliver new functionality

that can be activated selectively using business

functions.

We take a cumulative approach to the

development of the enhancement packages.

This means that each new package includes

all innovations delivered with prior packages.

Innovations are introduced quickly on an

ongoing basis. Further details and updates

are available at www.sapsolutionbrowser.com

/Search.aspx and www.service.sap.com/bfp

(a customer login may be required).

http://www.sapsolutionbrowser.com/Search.aspx




http://service.sap.com/bfp



SAP Business Suite powered by SAP HANA

SAP Business Suite applications are powered by the

next-generation SAP HANA platform. This brings together

transactions and analytics into a single in-memory

computing solution. Companies can create new business

value with smarter business innovations, faster business

processes, and simpler business interactions.

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Applications

SAP Innovations

Mobile

Analytics

Comprehensive Engineer-to-Order Support

Combine the speed of SAP HANA and

integrated processes in SAP ERP to support

complex projects. Real-time progress monitor-

ing enables faster decision making so that

managers can react in a timely manner. New

project line-item reporting with acceleration and

an improved user experience supports in-depth

project analysis.

Maximized Productivity and Profitability

Support for project analysis helps users to

make faster decisions, mitigate risks, and

deliver the best resource productivity and

project profitability. Thanks to tight integration

with SAP ERP, companies benefit from

improvements leveraged through SAP HANA

within production planning, materials

management, controlling, and financials.



Mobile

Field sales professionals can access mission-critical

information and processes from mobile devices like

smartphones and tablets. They can access up-to-date

sales information, review customer information, take sales

orders, modify or search sales orders, and view a

complete list of all materials.

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Applications

SAP Innovations

Mobile

Analytics

Mobile apps from SAP define a new standard

for field service excellence. The software helps

companies to boost productivity and customer

satisfaction by giving field engineers quick

access to the right resources and information –

at the point of service.

With field service mobile software from SAP,

technicians can access service-relevant

information anytime, anywhere – from the

mobile device of their choice. This makes it

easier for field engineers to perform essential

tasks on the go.

Real-time mobile access to information

increases productivity, helping companies to

resolve issues early and meet service-level

agreements. As a result, they can increase

customer satisfaction.

Real-time data collection at the customer site

enables companies to improve data quality.

In-depth insights enable businesses to lower

costs by better utilizing field service engineers.

Finally, mobile access enables increased

usage of SAP solutions. This helps companies

to increase the return on their investment in

SAP software.



Analytics

Analysis based on Big Data helps salespeople to gain

insight into hot topics and customer concerns. Likewise,

data from sensors and equipment diagnostics provides

valuable clues about asset operating health. Best-run

organizations leverage these data sources to differentiate

services and generate new revenue.

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Applications

SAP Innovations

Mobile

Analytics

Companies need up-to-the-minute visibility of

services KPIs across every facet of business

operations. This enables them to conduct real-

time monitoring, root cause analysis, risk

mitigation, predictive modeling, and process

optimization.

It is essential that firms equip managers to

view and analyze engagement-related account

receivables and work in progress in a single

view. This empowers managers to identify

issues before they escalate, resulting in a

highly improved cash flow.

Companies must enable staffing professionals to

track and analyze staffing-process milestones,

ensuring that resources are booked within

acceptable timelines. For excellent service

delivery, firms must have clear insight into

service-related costs and profitability, enabling

transparent reporting to clients.

In-depth analytics enable partners and service

executives to determine the profitability of

services, projects, contracts, and clients. In this

way, they can focus on the most profitable

business activities.



Best-Run Customers

Nearly 50,000 companies worldwide rely on SAP ERP.

74% of the world’s transaction revenue touches an SAP solution.

86% of global Fortune 500 companies are SAP customers.

Mindtree

Best-Run Customers

Why SAP?

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“Our SAP software implementation brought significant business benefits, which

led to an improvement of 1% to our PAT margins.”

Ashok Soota, Chairman and Managing Director, Mindtree Ltd.

Mindtree: mPower – The engine that powers Mindtree

The company’s top objectives

Build an integrated platform that spans opportunity tracking to resource forecasting

Build an integrated project management tool for complete visibility

Install a system-driven billing process

Build an integrated system to manage travel and expenses

Enable higher efficiency of employee lifecycle processes

The resolution

Adoption of “Why not SAP” stance for any system proposed

Rapid prototyping to cut decision time

Composite applications used to plug gaps rather than customizations

Annual user satisfaction surveys

Leadership team insistence on reporting using SAP software only

The key benefits

Reduced manual billing effort in spite of 100% growth of number of projects

Real-time visibility from mPower that enabled a series of operations enhancements

Better efficiency and decision making due to ability to forecast accurately

In-house payroll processing leading to annual savings of US$130,000

95% Higher accuracy of sales forecast data

3.5% Higher resource utilization (1 year after going live)

20% Higher productivity of finance, HR, and operations FTEs

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Mindtree

Best-Run Customers

Why SAP?



Leverage world-class software. Sharpen competitive edge, and drive growth with

enterprise resource planning software from SAP.

Why SAP?

Delivering Value for 40 Years

With more than 40 years of experience and nearly 50,000 customers, SAP ERP is a proven,

trusted solution. It supports the world’s largest organizations as well as small and midsize

companies in 25 different industries, with 37 languages and 45 localizations.

Driving Competitive Advantage Through Innovative Technology

SAP ERP provides a consolidated foundation for the latest mobile, cloud, and in-memory

computing technology. The software supports integrated, fast, and flexible processes to enable

the delivery of innovative, individualized products and services – helping companies to achieve

a competitive edge.

Streamlining Business Processes

With SAP ERP, companies can simplify their corporate structure and management of marketing

channels and business activities. They can also improve utilization of resources and assets – and

improve customer satisfaction.

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Mindtree

Best-Run Customers

Why SAP?



Benchmark Your Performance

Position your organization for dominance in this new economy with the business performance

benchmarking program from SAP – available free to SAP customers and select prospects.

The SAP benchmarking program has helped more than 3,000 organizations assess their

strengths, uncover areas for improvement, and identify best practices and IT strategies that

generate clear, tangible value – not someday, but today.

Go Live in Weeks

Here’s the fastest way to run your business better: our rapid-deployment solutions. In one

package, you get everything you need to be up and running quickly – including preconfigured

software and implementation services – in just weeks. With a defined scope and predictable

costs, there are no surprises.

Join Your Community of Practices

Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work.

It lets members help one another solve problems, learn, and invent new ways to get things

done – faster. Find out how to connect with people, content, and resources.

Find Out More About How Your Organization Can

Become Best-Run

Visit valuemanagement.sap.com >>

Visit sap.com/solutions/rds >>

Visit scn.sap.com >>

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Solution Overview


SAP ERP on the Web:

www.sap.com/solutions/bp/enterprise-resource-planning/index.epx

Solution configurator for SAP Business All-in-One solutions for midsize

companies:

www.sap.com/solutions/sme/erp-business-all-in-one/rds.epx

Resources and customer stories for SAP ERP:

www.sap.com/solutions/bp/enterprise-resource-planning/resources.epx

ERP Foundation Starter

CMP 26115 (13/09)


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