Global competition is accelerating. Product margins are decreasing. Customers' expectations are higher than ever.

Companies looking to grow and increase profits can no longer overlook the untapped opportunities from their service business. A recent Deloitte Research benchmarking study of manufacturing companies indicates that the average profitability of service businesses is more than 75% higher than overall business unit profitability and accounts for 46% of total profits. The study further noted that most service businesses fail to grow due to the complexity of their operations.

Indeed, traditional after-sales service businesses often rely on disparate systems and decentralized data. They traditionally fail to obtain accurate information from key sources within their business network. This impacts their ability to deliver an optimized level of after-sales service.

By aligning operational processes and systems for comprehensive visibility across the entire service network, forward-thinking companies are overcoming these challenges and transforming their after-sales service businesses into profit centers. This end-to-end approach enables highly efficient operations to develop, market, sell, and deliver more profitable service offerings while increasing customer loyalty.

How do best-run businesses champion after-sales service to drive higher profits?

A leading manufacturer of scientific laboratory equipment needed to accelerate its global service business. This world-class company was able to automate its service business by using SAP Software to streamline key operations. This approach generated 35% in ROI, thereby transforming what was historically seen as a cost center into a sustainable revenue-generating competitive advantage.

Solutions Designed for Delivering Efficient After-Sales Service

Solutions from SAP and our partners can help align your after-sales service operations to generate profitable growth. With highly efficient operations, you can maximize profitability and revenue, improve customer service, and reduce costs.

Drive Effective Service, Sales, and Marketing
By closing the service, sales, and marketing loop, you can rapidly analyze after-sales service profit and revenue potential, and directly drive marketing campaigns, turning leads and opportunities into new service orders and contracts.

Provide Superior Customer Experience
With consistent service experience across multiple channels, you can improve customer satisfaction and loyalty, while reducing transactions costs.

Deliver Efficient Field Service
By optimizing performance across the service delivery life-cycle, field service can be managed with increased efficiency through automated identification and scheduling of resources in accordance with predefined service level agreements.

Optimize Service Parts
With complete visibility across the entire service-parts network, you can also optimize parts availability and inventory levels.

Key to SAP's open approach to computing is the SAP NetWeaver platform. It can help dynamically link customers, third-party service providers, and original equipment manufacturers to ensure coordination across the global after-sales service ecosystem.

SAP Services can help you assess and analyze after-sales service processes by delivering a clear road map based on best business practices to help you achieve your key objectives.

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