Cost-Efficient Service Delivery through SAP Integrated Execution
From service completion to invoice in < 4 hours and up to +20% higher service fulfilment rate – without additional staff.
The challenge: Rising service costs
Service organisations often work as cost centres and must deliver reliably under increasing complexity. Manual planning without SLA/contract context leads to misprioritisation and idle time. Fragmented processes and a lack of transparency cause unproductive times, delayed or incorrect billing and unattributable warranty/goodwill costs. The result: declining customer satisfaction and risk for follow-up business.
Our solution: End-to-End Integration
cbs implements a consistent end-to-end service process entirely in the SAP core (S/4HANA). Planning based on complete ERP data, mobile technician feedback directly into the system, automated invoicing and real-time transparency up to CM2/DB2 enable economically controlled dispatching and ensure service quality. SLA- and margin-based prioritisation, structured data collection (including warranty) and an integrated billing and reporting engine eliminate media discontinuities – from execution to invoice.
Added value through SAP-integrated service execution
- Smart Dispatching: ERP-integrated SLA and margin-based prioritisation ensures efficient resource planning and greater adherence to deadlines.
- Automated invoicing: Digital technician feedback from mobile service apps enables immediate invoicing and shortens the cash-to-invoice cycle.
- Cause-based cost allocation: Structured data capture and warranty logic in the SAP core enable the precise allocation of warranty and goodwill costs.
- Real-time margin analyses: Consistent transparency for DB2/CM2 across all service processes – controllable per contract, product or customer.
Focus on customer benefits
< 4 h „Service‑to‑Invoice“
< 4 h „Service‑to‑Invoice“ Strengthen liquidity through fast invoicing
Digital technician feedback and seamless S/4 integration shorten the lead time from service provision to invoicing to less than 4 hours.
Up to +20 % service fulfilment rate
Up to +20 % service fulfilment rate More orders with the same resources
SLA- and margin-based dispatching plus end-to-end transparency increase adherence to deadlines and completion rates.
Up to +18 % efficiency of field service engineers
Up to +18 % efficiency of field service engineers More billable hours, less admin
Process automation, mobile confirmations and integrated billing increase productivity in the field.
When service processes converge end-to-end in the SAP core, the hectic pace of operations becomes predictable added value: faster invoicing, more productive scheduling and real-time margin control.
Success Story
Roche prepares for a successful future with S/4 Service
- Results: < 4 h from execution to invoice, up to +20 % higher fulfilment rate, up to +18 % FSE efficiency
- Scalable, future-proof architecture for rollout to 40+ DCUs; seamless integration in finance, sales & supply chain
"You should tackle the same problems with the same solutions - but we don't all have the same problems."
Securing service margins
Process model & Project approach
Analysing the current service landscape and defining the integrated target image.
Design core processes (e.g. field service, in-house repair) and simulate them in S/4.
Configuration of service orders, confirmations, contracts; integration with equipment/SD/MM; Fiori-UX.
Enable organisation for operation; key user tests, business sign-off, roadmap/rollout (incl. FSM integration)
Four steps for scalable, transparent and cost-efficient service execution - fully embedded in your SAP S/4HANA landscape.
Warum cbs?
Methodology M-cbs
Our M-cbs method is designed for the complex challenges of company-wide change projects. M-cbs is our DNA.
From strategy to integration
With cbs, you have a partner at your side who combines strategic thinking with operational excellence. We provide you with holistic support – from the initial definition of objectives through to sustainable anchoring in your systems and processes.
Design-to-Operate
More info & downloads
In-depth insights into S/4HANA Service, integrated scheduling (incl. SAP FSM), billing automation and service analytics – including best practices and whitepapers.
