SAP S/4HANA Service

SAP S/4HANA Service is an ERP software solution that helps companies automate and optimize business processes. It offers a wide range of functions tailored to the needs of service organizations – including customer service, contract management, and service processing. By leveraging real-time data, SAP S/4HANA Service accelerates decision making and improves efficiency.

From SAP Customer Service to SAP S/4HANA Service

In SAP ERP, SAP Customer Service (CS) is the central module when it comes to handling all customer service processes efficiently and professionally. 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.

Customer expectations of the quality of service provided by companies are rising, as customers are increasingly transferring many of the conveniences they know and appreciate as consumers in the private sphere to the B2B sector and, for example, want to find the same user or customer experience in the business world. Accordingly, companies need to meet these higher 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 business processes. Innovative technologies such as machine learning, artificial intelligence and virtual reality must 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 SAP service strategy combines various solutions into a powerful service landscape. 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 Service Cloud, which provides omnichannel and ticketing functionality, and SAP Field Service Management for planning and executing service calls. Asset management – managing 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 occurring changes and evolving requirements. They are highly innovative, enabling them to stand out from the competition and gain a competitive edge.