Announcing my upcoming SAP Community Call – Service in SAP S/4HANA

Hello SAP Community members,

My name is Noboru Ota and I am Vice President and Chief Expert, SAP S/4HANA Solution Management, and the author of the book, “Introducing SAP S/4HANA Service”. I have been working for SAP since 2002 and dedicated more than a decade as a front-line implementation consultant. After supporting many projects, go-live through the night, and producing a ton of documents, I currently focus on communicating different aspects of SAP S/4HANA Cloud to a wide range of audiences.

I put together this quick blog post to give you some insight into my upcoming SAP Community Call on the topic of Service in SAP S/4HANA, I will be co-presenting with Chief Product Expert, SAP S/4HANA Service, Oliver Frick. In his two decades at SAP SE, Oliver has worked with several teams, from Research to Development and Customer Support, from HANA based analytics to SAP CRM, before finally joined the SAP S/4HANA core development team where he is driving the product strategy and roadmap for the After-Sales Service in SAP S/4HANA.

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What: 30-minute presentation on Service in SAP S/4HANA followed by a 15-minute Q&A session. You will have the opportunity to submit your questions in the chat during the call.

When: May 18th at 10:00 CET

Where: Set a reminder for the YouTube Livestream here

What you will take-away:

Many SAP customers rely on the Customer Service module of SAP ECC and service capabilities of SAP Customer Relationship Management for their after-sales or aftermarket service processes. In the after-sales service space, we observe an emerging trend embracing “sertitization” of everything. With the move to SAP S/4HANA, many things are different, and many things remain the same. This call shows a key difference with system demonstrations.

We are considering making this call into a two-part series. This is Part I, focusing on a key differentiating feature of the new service management capability of SAP S/4HANA with SAP Business Technology Platform.

We are planning to do Part II around October – November (to be planned) to talk about aspects of continuity from SAP ECC and SAP CRM.

Be sure to follow the SAP S/4HANA Community page for updates on upcoming SAP Community Calls and related blog posts.

Looking forward to the call and taking your questions!

Best,
Noboru

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We have seen an evolutionary trend in aftermarket services. Traditionally, product and equipment manufacturers tended to treat aftermarket services as operations separated from product sales. At that time, production and selling of products was primary focus of business operations. Aftermarket services tended to be limited to provision of spare parts and break-fix maintenance service; the interaction with customers was transactional in nature. Today, we see that many manufacturers manage long-term service contracts with their customers, providing regular maintenance services and repair services when needed. They may have a central call center function to take advantage of the scale of centralized operations. Some manufacturers have moved even further and become a solution provider, focusing on providing business outcomes, rather than physical products and equipment, to their customers. These manufactures transformed their business model and operations to be able to charge customers based on the outcome and usage. Collectively, we observe a new type of business model is emerging: “everything-as-a-service” (XaaS).

SAP S/4HANA together with SAP Business Technology Platform have capabilities to support all these different types of services. SAP S/4HANA helps business organizations to leverage existing products and services, and flexibly reconfigure their aftermarket offerings and business processes. With S/4HANA, you can define a bundle of physical products and services to offer to customers. You can sell a bundle and set up a service contract to manage a long-term relationship with pricing agreements and automatic regular billing to customers. Delivery of the physical goods can be managed with standard logistic capabilities within S/4HANA, leveraging capabilities for inventory, warehouse and transportation. Execution of services are fully integrated with inventory of parts, with cost breakdowns recorded for the materials and labor hours consumed by individual services. If you have a field service team, you can enable them to connect with S/4HANA on their mobile devices with the SAP Field Service Management solution. These fine-grained details of business operations can be aggregated real-time to show profitability and other business outcomes at different levels for different roles in your organization from front-line employees to executives.