Enables the user to open a service call to resolve customers’ problems. If the customer does not have a valid contract or warranty for the item, the customer can purchase a contract or pay for the service call.

The user opens the service call as a result of the complaint or inquiry received by a phone call, email, fax, or any other means used by the company. For each service call, there is a solution knowledge base that helps you to solve the problem.

The user can track the expenses related to service and can analyze all the transactions created during the service call.

Once the service call is opened, the user can add tasks, or schedule meetings regarding the problem. 

There is easy access to all the activities and the history of the service call can be monitored.

Enables the user to view details and history of a particular serial number item that is entitled to receive service.

To provide service on the item, details are entered in the Customer Equipment Card. A service contract and service calls can be created for the item. Information on the contracts can be tracked, including the item with the serial number, and history of the service calls. You can also analyze all inventory transactions and sales details of the item.

SAP Business One also supports automatic creation of customer equipment cards for items that carry serial numbers. 

Enables managing service contracts for customers to maintain and repair a product beyond its manufacturer’s warranty coverage. The service contract details the service for which the customer is eligible.

SAP Business One supports regular and warranty service types. Warranty service enables the automatic creation of service contracts when adding A/R invoice or Delivery for items with serial number management.

In addition the following contract types are available:

Customer – covers the service for all customer’s purchased items.

Item Group – covers the service for the item groups defined in the service contract. 

Serial Number – covers the service for the specific serial numbers defined in the service contract.

A new contract can be based on a contract template. The system automatically copies coverage details from the contract template. 

Supports the creation and definition of a basic structure for a service contract which includes a contract type, coverage time, resolution time, and so on. 

The contract template enables you to work with several basic contracts at a time and simplifies the creation of service contracts.

Supports a solution database that contains key solutions to solve various problems and cases. Helps to streamline service delivery and to speed up service representatives' performance.

Supports a range of service contract reports, including customer's service contracts, service contracts terminated by a specific date, service contracts that should be renewed by a specific date, service contracts per contract status, service contract per contract template, and service contract per contract type.

Service call reports enable the users to see all open and overdue service calls. A monitor report provides the manager with dynamic views of open and overdue calls. An addition report displays the open service calls of the user who logged on.