JD Edwards EnterpriseOne Service Management Overview

Service Management enables a company to deliver excellent customer service efficiently, accurately, and consistently. You can manage all aspects of customer service, including:

• Track customer purchases and service.

• Generate service and supplier contracts.

• Schedule equipment repair.

• Manage warranty claims and supplier recovery claims.

• Review and associate failures, analyses, and resolutions with cases and work orders.

Customer service is critical to the long-term survival and success of every company. The level of service that customers receive before, during, and after the original sale significantly affects the customer's next purchase. This concept applies to product offerings as well as service offerings and, ultimately, determines the position in the market.

The efficiency and effectiveness of service operations directly affect the organization's bottom line. Efficient service processes increase overall profit by minimizing product support costs and creating customer confidence, which often results in ongoing service contracts.

Service Management enables the organization to meet its service goals by:

• Providing world-class customer responsiveness.

• Operating efficient and cost-effective customer service processes.

• Achieving maximum service revenue.