SAP Business One Service Management

A Comprehensive Tools for Exceptional Customer Service

SAP Business One is an all-in-one business management solution designed to meet the needs and challenges of modern organizations. It provides real-time access to data within a single integrated platform, covering all business processes—including the Service Management module, which empowers organizations to deliver outstanding after-sales service and customer support with maximum efficiency.

With SAP Business One Service Management, you can manage service operations seamlessly, track customer requests, and resolve issues quickly and effectively—all within a single ERP system.

The Foundation of SAP Business One Service Management

Customer service plays a vital role in every organization’s success. Efficiently managing customer requests and resolving issues in a timely manner builds trust and long-term loyalty. SAP Business One is designed for simplicity and efficiency, covering the entire service management process—from recording and tracking service activities to analyzing team performance.

The system allows organizations to record and analyze service data such as response time, technician performance, and service outcomes, while generating real-time reports to improve service quality. It also enables businesses to manage orders, maintenance tasks, expenses, and invoicing within the same platform.

Key Features of SAP Business One Service Management

1.      Service Call Management

This feature allows users to record, track, and respond to customer requests quickly and efficiently—whether it’s repair, technical support, or product complaints. Each case can be assigned directly to the appropriate technician, sales representative, or department to ensure accurate and timely service.

All departments have access to shared service data. For example, the accounting team can review service-related costs, while the sales team can monitor service requests to assess customer satisfaction before follow-up.

Managers can define target response and resolution times, with automatic alerts triggered when thresholds are exceeded, allowing immediate corrective action. Service activities, meetings, and solutions can also be stored for future reference as part of a growing knowledge base.

2.     Service Contracts and Warranties

This feature allows businesses to define and manage Service Level Agreements (SLAs), warranties, and related conditions efficiently. Each contract can include details such as:

• Covered products or services, including labor, parts, and travel expenses

• Service days and hours, as well as response time commitments

• Recommended issue resolution timeframes

Organizations can create predefined service contract templates (e.g., Gold, Silver, Bronze) and apply them automatically to customers or items based on service levels. When a service call is created, the system automatically validates contract terms to ensure compliance with agreed conditions.

3.     Customer Equipment Cards

Customer Equipment Cards serve as a centralized database that records the history of serialized products sold to customers. These cards are automatically generated when a sale or delivery occurs and contain key information such as:

• Sales, purchase, and service history

• Warranty and contract details

• Inventory transactions

• Product location and attachments (e.g., manuals or photos)

All information is consolidated in one place, allowing service teams to review product history before performing maintenance or other service tasks.

4.     Knowledge Base and Conflict Resolution

SAP Business One features a built-in knowledge base that stores frequently asked questions and proven solutions to common issues. Service representatives can quickly access this information to resolve problems more accurately and efficiently, while also adding new insights from real service cases directly into the system.

This helps organizations identify recurring problems, apply verified solutions, reduce response times, and enhance the overall customer experience.

5.     Reporting and Analytics

The reporting and analytics tools in SAP Business One enable managers to evaluate service team performance comprehensively—covering service volume, response times, and technician productivity.

Users can view the status of open or overdue service calls and receive real-time alerts for timely action. These insights help organizations plan strategically, improve operational efficiency, and continuously enhance customer service quality.

6.     Mobile Service App

The SAP Business One Service Mobile App allows field technicians to manage service operations anytime, anywhere via Android or iOS devices (compatible with both HANA and SQL versions). Key capabilities include:

• Viewing and updating service calls and appointments

• Accessing service contracts and warranty details

• Calling customers or viewing locations on a map

• Scanning barcodes or QR codes to identify items

• Attaching photos and customer signatures to service calls

• Automatic check-in/check-out with timestamps and GPS coordinates

• Creating linked sales orders from service calls

• Viewing KPIs such as the number of closed tickets per month and top serviced items

  
  

This mobile app enhances flexibility, transparency, and efficiency for field service operations in every situation.

Conclusion

SAP Business One Service Management is an integrated solution that enables

organizations to manage customer service operations systematically and efficiently. By integrating service data with core business processes, every department gains unified visibility into customer information and can respond to needs more effectively.

From service call management and contract administration to customer equipment tracking, analytics, and mobile service capabilities—SAP Business One empowers service teams to work smarter, resolve issues faster, and build lasting customer relationships.

If you are seeking an ERP system that drives sustainable growth and aligns with your business goals, please contact our team of experts at E-mail: sales@actran.co.th or by phone at +66 (0)2679-1668 for immediate consultation and system demonstration. We are a leading ERP solution provider in Thailand and are pleased to assist you in selecting and implementing an ERP system tailored to your business needs.

ACTRAN Systems Co., Ltd.

📞 +66 (0)2679-1668

✉️ sales@actran.co.th

🌐  www.actran.co.th