Global PC Manufacturer
Enabling Global Service Delivery Network with SAP CRM 7.0
The customer is the fastest growing company among the top five PC manufacturers globally that develops, manufactures and markets desktop and notebook computers, workstations, servers, storage drives, IT management software, and other related products and services. The company was founded in 1984 and has grown faster than the industry as a whole and established itself as one of the world‘s largest computer vendors, with a market share above 10 percent globally.
The client needs a solid Customer Service platform to replace their
Customer Services previously delivered by an external vendor. The
new Customer Service platform enables Global Service Delivery
Network to provision Technical Support and Service Parts to their
customers‘ entitlements and tracking of services requests from various
interaction channels, with integration to third party networks
for service parts, on-site and depot repairs fulfillment. Support for
customer billing and invoice payment to third party part / service
providers is also required.
The client‘s SAP Customer Service platform implementation uses standard SAP CRM 7.0 Service features, like multichannel
enablement for the Contact Center, e-Service for Channel Partner Management, Service Request, Service Order
management and Part Fulfillments, Service Contracts and I-Objects Management to realize the end-to end business
processes. The system is integrated with Genesys Telephony to route incoming calls and emails to SAP CRM Interaction
Center. The solution took advantage of SAP CRM Web Services and IDOC technologies in interfacing with various external
third-party systems for parts and services fulfillments data exchanges. In addition to external systems integration,
internal SAP ECC 6.0 is integrated to SAP CRM for product management, purchasing, customer billing and invoicing.
The implemented solution transforms the client‘s Customer Service into a powerful and efficient profit center. The Customer
Service platform is designed with robustness and scalability, providing consistent and effective touch points for the
client‘s Call Center Agents and authorized service provider in servicing various product issues reported by the company‘s