Your challenge
Service management
Getting service in order is easier said than done. In practice, it often gets bogged down in loose work orders, mailboxes and Excel.
Mechanics calling about missing information, customers waiting for feedback and equipment whose history is nowhere complete: recognizable?
The problem
Why Service Management so often falters
Many organizations work with islands: separate tools for scheduling, service calls, contracts and inventory. Data arrives late or fragmented.
Meanwhile, the customer expects fast follow-up and clear agreements on warranty, maintenance and response time. Without a central overview, it remains extinguishing instead of steering.
And manual work increases errors: duplicate entries, work orders that get left behind and unclear definitions between departments. Result: discussions about "the right numbers" instead of progress.
This is how we tackle this ...
From separate work orders to one service flow
With an ERP solution such as SAP Business One or Wholesale, you bring service processes together: from service call and planning to contract, materials and invoice.
No more scattered data, just one place for calls, customer and equipment history, SLAs and reports - also mobile for technicians on the road.
What does that deliver?
One view of all service calls, appointments and status.
Less manual work and faster follow-up.
Shorter lead times through better planning and allocation.
Clear history per customer and device (including warranty/contract).
Mechanics register hours and materials directly - invoicing is correct at once.
Ready for growth and continuity?
For wholesale and process industries, good Service Management is a differentiator: you prevent downtime, deliver consistency and build customer trust.
SAP Business One and Wholesale support service calls, contracts, equipment cards and reports - so you can see progress and make timely adjustments.
ERP functionalities for Service Management.
A selection of features that immediately help you get a grip on service.
Service calls & ticketing
Capture calls, assign, track response time and status. One timeline with activities and costs.
Service contracts & SLAs
Manage warranty, service appointments, response time and rates per customer/asset.
Customer and equipment cards
Complete history per device (repairs, parts, serial numbers).
Mobile working for mechanics
Record work order, photos, materials and hours directly on site.
Material & inventory connection
Link spare parts and consumption to the service order - stock always up-to-date.
Reporting & monitoring
Overview of open calls, lead time, first-time fix, contract usage and margin.
How we helped our clients
Read how we helped customers like you get a grip on their service and maintenance.
We are here to help you!
Advice in your specific situation?
Our consultants are happy to look into your process and take the first step towards improvement together. We stay close, give clear advice and finish what we start, even after going live.
Frequently Asked Questions
It is logical that there are many questions about Service Management in ERP. Here are a few short answers; for more in-depth information, please refer to our blogs.
Are service metrics really current in ERP?
Yes. Service calls, contracts and activities are processed instantly, so you're always working with up-to-date data. Read more in our blog on grip on processes and planning.
Can we track history by customer and device?
Yes. With customer and equipment cards, you have full history, including warranty and previous failures.
How do we link planning to availability of mechanics?
With dispatching, plan by availability/skills and reduce travel time.
Does this also work with e-mail/Outlook?
Yes. With CRM for Outlook, you see ERP data in your mailbox and capture service activities without switching. Read the explanation of CRM for Outlook.
Is there a module in Wholesale specifically for service and maintenance?
a. Wholesale includes a Service & Maintenance module for consulting, service and preventive maintenance. View module page.
Blogs about service management
Challenges
More challenges we help with
Find out what other challenges Logres supports organizations with smart ERP solutions.