SAP CRM – Service Order to Invoice
SAP CRM service functionality enables you to manage your service cycles, starting with managing service contracts and warranties, through service requests to service orders, complaints, returns and service confirmations. This post describes a typical service process in SAP CRM from receiving customer incoming call to billing the customer for the service performed.
1. Service Interaction Center
The service agent receives the customer call. The customer can automatically identified using the phone number. The service agent can also use search function to identify customers in the system. Then agent chooses the corresponding insalled base component according to the conversation. After completing the account identification, all the following business transactions are based on theses selected information.
If agent decides a service technician must check the issue on-site, he creates a service order.
2. Maintain Service Order
After the service agent creates the service order, the service employee can view the list of new created service orders. He can assign the service employee group to the business partner list. After changing the service order, the status must be set to released for further processing.
3. Resource Planning and Allocation
The service manager assigns free resources to service order. He searches the available technician according to certain criteria. Then he highlights the free resource and service demand and creates the assignment. The service technician now can see the task in his inbox.
4. Service Confirmation
After performing the service on-site, the technician wants to create the service confirmation to enter the actual used time and spare parts. He create service confirmation using ‘Create Follow-Up’ button in the service order detail screen.
5. Invoicing in ERP
After the service confirmation has been created, the service employee needs to create the invoice to charge customer the service performed. This activity is performed in ERP system. Because the service order information is CRM is replicated to ERP system using middleware, he can create the billing document using bill due list.
Above are the basic steps for SAP CRM service order to invoice business process.