SAP Customer Relationship Management > Service > Installed Base Management

Installed Base Management

Main Process

 

 

 

See also

 

To provide quick effective service, businesses need a way to track their customers' installed base of the business' products; they also need to know what else is installed so they can predict the behavior of their products in that environment. Installed base functionality provides businesses with the ability to manage installed base assets and their respective configurations by customer, location, and product type through a hierarchical design.

  • Improved customer satisfaction:  Faster resolution to customer problems, because exact environment of problem is known
  • Increased revenue:  Increased potential upsell and cross-sell potential of products and services due to improved knowledge of environment at customer site


The following business goals and objectives can be achieved through the implementation of these processes:


Business Processes

Installed Base ProcessingSAP Component or Feature Available

Manages fielded assets and their respective configurations by customer, location, and product type via hierarchy design. Integrates the installed base into service orders, complaints, repairs, warranties, counters, and Product Lifecycle Management. Provides a graphical representation of the installed base structure to make it easy for service personnel to view installed base components.
SAP Component or Feature Available Business Partner Assignment
SAP Component or Feature Available Warranty Assignment
SAP Component or Feature Available Counter and Readings
SAP Component or Feature Available Geocode Integration
SAP Component or Feature Available Qualification Assignment

This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Component HierarchySAP Component or Feature Available
    Equipments from SAP ERP represented in SAP CRM as individual objects in an object structure.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Object Fact SheetSAP Component or Feature Available

    Object fact sheet provides a summarized overview of all relevant data regarding the reference service objects of a customer, e.g. an Installed Base, an Installed Base Component or an Individual Object.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Backend IntegrationSAP Component or Feature Available

    Bidirectional equipment exchange between SAP CRM and SAP ERP.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Installed Base AnalyticsSAP Component or Feature Available

    Shows the monetary business volume of all orders referencing to an Installation during a specific time period. Enables analysis on costs, revenues, and profit generated by an Installation. Provides information about the location of Installations and shows the amount of orders for an Installation during a specific time period.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP NetWeaver
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus
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