Transformation of your SAP service landscape

From SAP Customer Service to SAP S/4HANA Service − make your service future-proof and offer your customers real added value with digitized end-to-end processes

High expectations of customer service

Stable core and flexible cloud components

Our approach for your future-proof service

How to get from SAP Customer Service to SAP S/4HANA Service

SAP Customer Service (CS) is the central module in SAP ERP when it comes to the efficient and professional handling of all customer service processes. However, its time is coming to an end.

Until the end of 2030, SAP Customer Service will still be supported by SAP S/4HANA in compatibility mode. After that, it will no longer be possible to use SAP CS under SAP S/4HANA.

This raises the question for companies of a suitable alternative with which they can digitally map their service processes beyond 2030. The task of service transformation gains additional relevance and urgency due to the fact that the fast and efficient processing of service requests contributes significantly to high customer satisfaction and thus represents an important competitive advantage for companies.

 

Multiple expectations of customer service

Customers

  • Proactive information about maintenance needs (before a machine is down) and the next steps to take

  • New billing models (use of services for a monthly fee)

  • Omnichannel presence (communication on multiple channels)

Service employees

  • Right qualification for the job
  • Complete information on the job, the machines involved and the customer
  • Access to relevant resources on site
  • Permanent availability during the assignment

Corporate management

  • Constant increase in service efficiency
  • Increase in customer loyalty
  • Increase in service quality
  • Higher revenues
  • Improving sustainability (sending technicians only when absolutely necessary)

Customers’ rising expectations of service are also related to the fact that customers are increasingly transferring many of the conveniences they know and appreciate as consumers from the private sector to the B2B sector. They want to find the same user or customer experience in the business world as they are used to from Amazon or Netflix, for example. Accordingly, companies need to meet these rising expectations with suitable software solutions.

In addition, the technological requirements for mapping service processes are also changing. The advance of cloud technologies is making business departments more independent of IT to a certain extent, as they can independently use cloud technologies for CRM and service. In the course of digitization, many companies are currently making decisions about strategic investments in (cloud) platforms in order to digitize their business processes. Innovative technologies such as machine learning, artificial intelligence and virtual reality need to be combined with existing SAP systems.

In short, companies are faced with the challenging task of reconciling the innovative power of new technologies with the existing stable IT systems in which companies handle their core processes.

The time to act is now. SAP Customer Service can only be used in compatibility mode with SAP S/4HANA until the end of 2030. For the time after that, a flexible service landscape is needed to cope with the increasing demands on customer service.

 

Future service landscape with SAP S/4HANA

SAP-Service-Strategie_neuSAP is taking a dual approach to the service strategy of the future. With SAP S/4HANA Service, there is a stable core in which the back-end processes run. Little innovation takes place here, as the processes are similar in most companies and they therefore offer little potential to differentiate themselves from the competition.

Various flexible cloud applications are arranged around the core SAP S/4HANA service. These include SAP Customer Experience solutions, such as SAP Service Cloud, which provides omnichannel and ticketing functionalities, and SAP Field Service Management for deployment scheduling and execution. Asset management is also spun off from SAP S/4HANA Service in the SAP strategy. Everything to do with the management of complex assets and installations, predictive maintenance, and the Internet of Things is covered by SAP Intelligent Asset Management. With cloud solutions like these, companies are able to respond quickly to changes that occur and changing requirements. They are highly innovative, enabling them to stand out from the competition and achieve competitive advantages.

Strategies for replacing the SAP Customer Service (CS) module

SAP-Service-Transformation_neuDuring the transition phase, SAP Customer Service can initially continue to be used in SAP S/4HANA in compatibility mode and functionalities that will no longer be available in SAP S/4HANA Service can be mapped with a product from the SAP CX portfolio and coupled with SAP CS. SAP Customer Service will then be replaced by SAP S/4HANA Service at a later date. There will be two options to choose from.

Option 1: “Minimize Impact”

  • Minimizing the impact and migration effort

  • Retention of the CS process

  • Replacing the CS objects with extended PM objects

  • Mapping of the commercial parts of the CS process in SAP S/4HANA Service

  • Direct use of innovations

  • Visibility of PM orders

Option 2: “Best of both worlds”

  • Established processes in a consolidated system landscape

  • Maximum innovations for CS customers

  • Process in SAP S/4HANA service with the same functionalities as in SAP CS

  • Justification of higher migration efforts through resulting innovations and benefits

  • PM orders as shadow objects (not visible, but necessary for integration)

Companies are turning customer service into a revenue driver with the help of digital technologies. Our white paper outlines the steps required to achieve this.

Download now for free

 

Our offer

We make your service fit for the future and ensure that you stand out from the competition when it comes to customer service. End-to-end processes make your service faster, more efficient and more customer-friendly. We accompany your service transformation as a competent expert who not only designs and implements the right service landscape, but also ensures the seamless integration of the various solutions. Our holistic approach ranges from the analysis of your requirements to project implementation. In doing so, we ask the right questions about why, what and how.

Why? − Pointing out the benefits

  • Alignment with business

  • Calculation of TCO and ROI

  • Demo

  • Kick-off

What? − Outline of the future solution architecture

  • Understanding of the current state of the IT landscape

  • Mapping of business processes

  • Alignment of requirements with system functionalities (solution fit)

  • Process optimization and transformation of the business model

How? − Planning of the transformation

  • Prioritization and validation of the identified building blocks

  • High-level architecture and cost estimation

  • Setting up a project plan

  • Review and commitment

Your contact person

Jana-Murrweis-IBsolution
Jana Murrweiss

jana.murrweiss@ibsolution.com

+49 7131 2711-3000

How we proceed: the phases of your service transformation

Activities:

  • Alignment with business

  • Calculation of TCO and ROI

  • Demo

  • Kick-off

Results:

  • Evaluation of the potentials

  • Demo of the functionalities

  • Creation of a questionnaire

Service transformation | Kick-off | IBsolution

Activities:

  • Analysis by means of questionnaire

  • Analysis of the system landscape

  • Elaboration of the transformation project

  • Mapping of requirements to SAP standards

Results:

  • Knowledge about systems

  • Input for fit/gap workshop

Service transformation | Inventory | IBsolution

Activities:

  • Validate, prioritize and address deviations from the standard

  • Elaboration of the target architecture and alternatives

  • Development of the basis for decision-making

  • Development of the roadmap

  • Indication of effort

  • Review and communication to stakeholders

Results:

  • Target architecture

  • Roadmap

  • Efforts

  • Stakeholder presentation

Service transformation | Concept | IBsolution

Acitivites:

  • Start of the implementation phase

  • Fast and secure start-up by means of pre-fabricated packagesn

  • Support during data migration

  • Go-live planning and support

  • Support and monitoring

Results:

  • Transformation of the business model

  • Achieving the business goals

Service transformation | IBsolution

Are you interested in learning more about how to make your service transformation successful?

Simply complete the form and submit it. We will get back to you as soon as possible.

Discover more service topics

Integration SAP CX and SAP ERP or SAP S/4HANA | IBsolution
For optimal customer and service management

Integration of SAP CX solutions with ERP systems

With the connection of SAP Customer Experience to the on-premise solutions of SAP CRM, SAP ERP, and SAP S/4HANA you benefit from uni-/bi-directional synchronization of your master data, full integration of transactional scenarios, and integration of field service and support.

Learn more
SAP Service Cloud | IBsolution
Ensure smooth service processes

SAP Service Cloud

From omnichannel communication to a 360° view of your customers and intelligent ticket management, SAP Service Cloud has what it takes to help you increase the efficiency of your service processes and deliver great service experiences to your customers.

Learn more
SAP Sales Cloud | IBsolution
Completely without Excel and media breaks

SAP Field Service Management

No more headaches when planning your service technicians and executing on-site assignments. SAP Field Service Management is a powerful tool for managing all aspects and challenges of your mobile workforce.

Learn more
CRM transformation | IBsolution
Alternatives for SAP CRM on-premise

Transformation of your CRM landscape

In the course of the conversion to SAP S/4HANA, companies need to think about how they will organize and map their customer-related processes in marketing, sales, and service in the future. There are various options for the CRM transformation.

Learn more
Omnichannel communication in service | IBsolution
Bundle inquiries on a uniform platform

Standardized customer communication in service

The goal of customer service is to guarantee maximum availability of your machine at the customer's site. A critical success factor for this is the efficient and professional handling of customer inquiries.

Learn more
Automated customer service | IBsolution
Blog

Automated customer service with SAP ERP or SAP S/4HANA

Automated service processes bring companies advantages in many ways. The speed at which customer requests are handled increases, as does process efficiency. At the same time, companies reduce their costs and the workload on their service staff.

Read more