SAP Business One · Service Management

After-sales: from firefighting to a trackable, measurable process

Service contracts, customer equipment cards, service-call tickets and a knowledge base in one system — SAP Business One (B1) makes after-sales visible, controllable and accountable.

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OVERVIEW

Overview

SAP Business One's Service Management module addresses fragmented warranty & service contracts management and slow response to service requests. It supports creating and managing warranty contracts and service agreements, maintaining customer equipment cards, and quickly logging and responding to service calls, in coordination with the sales and customer management modules. This makes after-sales service systematic and traceable, shortens response times, and improves customer satisfaction and service delivery quality.

The 5 real pains this module solves

Requests come in by chat and phone

Customer requests scatter across messaging, phone and email with no unified ticket — easy to miss or forget to follow up.

Warranty status is unclear

Equipment model, serial number and warranty dates live in manual logs, leading to disputes over what is covered and what is billable.

No SLA on response time

Ticket dispatch, on-site visit and closure have no SLA — service quality depends on each engineer, and satisfaction is hard to measure.

Repair know-how walks out the door

The same faults recur, but fixes live in individuals’ heads — new staff start from scratch and repeat the same mistakes.

You can’t tell if service makes money

Labor, parts and travel costs don’t reconcile against contract revenue, so it’s unclear whether service is a profit center or a burden.

Core capabilities

Contracts & Equipment

Service contracts (warranty / maintenance)
Customer equipment cards & serial records
Warranty period & coverage tracking
Contract expiry & renewal reminders

Service Calls & Response

Service-call ticket creation & dispatch
Status tracking & closure
Response-time (SLA) enforcement
Linked to spare-part stock & sales billing

Knowledge & Analytics

Solution knowledge base (captured fixes)
Service reports & engineer performance
Common-fault & handling-time analysis
Service cost & contract profitability

How it connects to other modules

Service isn’t an island — equipment, inventory, sales and finance move on the same data, so every cost and dollar of after-sales reconciles.

Equipment cardLinked to serial & stock

Service callParts used auto-deduct stock

Out of warrantyAuto-convert to sales invoice

Contract expiringPrompt sales to renew

Typical use by industry

Industry	How the Service module is used
Equipment Manufacturing	Manage warranty and maintenance per unit by serial number; field tickets and parts usage fully traceable.
Industrial Distribution	Installation, commissioning and after-sales for represented brands in one ticket flow, billed in- vs out-of-warranty.
Professional Services	Enforce SLA per contract, bill by time and materials, and cost out the true profit of each contract.

FAQ

Is the Service module the same as CRM?

No. CRM (relationships / opportunities) covers pre-sales to close; the Service module covers after-sales — service contracts, customer equipment, service-call tickets and a knowledge base. Both share data: one customer, from opportunity to warranty, in one system.

What does a customer equipment card record?

Model, serial number, manufacture/install date, warranty period, owner and full service history. When a request comes in, looking up the serial number shows whether it’s in warranty and what was done last time — no repeated diagnosis.

Can tickets enforce response times?

Yes. Service calls can carry contract SLAs for response and resolution; combined with status tracking and reports, after-sales becomes a measurable, standardized process. MTC configures this to your service workflow.

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Let an MTC consultant show how contracts, equipment cards and tickets bring after-sales under control.

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