Customer service in SAP CRM provides excellent set of tools to build and enhance relations with customers. It enables companies to track interactions after the purchase of goods and organizes and plans future services. These interactions may in certain cases lead to new opportunities. It consists of various parts:
Complaint and return management helps to organizes customers complaints and build conclusions based on this kind of interaction. Its value rises in the deregulated markets or markets with equally powerfull competitors. Complaint management plays crucial role in keeping customers or preventing their loss.
Contains set of tools to manage warranties for goods or services. It is represented by contract for certain period of time that in the last phase influences final price for service and appears on invoice.