Aftermarket Success with SAP CX

November 13, 2024

How SAP CX solutions bridge the customer experience gap in the Aftermarket products delivery.

Aftermarket products leaders face tremendous pressure from both the external and internal environments. 

While in many industries, B2B customer service starts and stops at answering support tickets, in the aftermarket industry, customer service means laser-focused attention spread across a plethora of touchpoints. These can range anywhere from proactive maintenance, spare parts management, warranty and claims management, on-demand support to field service. They also need efficient inventory management to remain competitive by ensuring products are available when customers need it most.

On the external front, aftermarket products companies deal with rising competition. Mid-market products providers compete against giants equipped with the latest tech, research and budget advantages and small companies that have cost leverage.

So, how do mid-market companies navigate both environments and create competitive differentiation for themselves? Can they manage complex post-sales processes to ensure maximum customer satisfaction and loyalty across checkpoints? That too in a budget that comfortably fits their pockets?

The answer is,  a resounding yes. 

SAP has crafted an SAP CX portfolio that can comfortably be combined with other CX solutions and help aftermarket companies automate and streamline service processes to improve efficiency and value, enabling them to compete with giants in terms of value and midgets in terms of costs.

In this blog, we explore key use cases and SAP solutions that aftermarket companies can deploy independently or collectively to improve their customer experience and bottom line.

Benefits of Automating B2B Aftermarket Products Customer Service Processes

  • Increased efficiency: Manual processes are prone to errors and delays. Automation streamlines operations and speeds up response times.
  • Reduced costs: Automating tasks like warranty management or parts ordering reduces administrative costs and human errors.
  • Satisfied customers: Faster resolution times and personalized service lead to better customer experiences and loyalty.
  • Scalable: As your customer base grows, automated solutions help scale support without increasing operational costs.

SAP Solutions for B2B Customer Service Excellence in Aftermarket Industries

SAP’s umbrella solutions — SAP Service Cloud V2, SAP Commerce Cloud, SAP CPQ, and SAP Sales Cloud V2— for aftermarket companies can enable automation and streamlined service processes. The duo in turn improves efficiency manifold. These plug-and-play tools can be used independently or in combination as per the provider’s need.

SAP Service Cloud for Flawless Service Management

Aftermarket product providers looking to overhaul service management capabilities can use SAP Service Cloud V2 to offer end-to-end capabilities:

  • AI-driven insights for predictive service
  • Streamlined ticketing systems for faster issue resolution
  • Mobile-optimized tools for field service management

With SAP Service Cloud V2, aftermarket product providers report significant improvements in response times and first-time fix rates, leading to enhanced customer satisfaction metrics. They can automate service management, ticketing, and field service operations for increased efficiency, faster response times, and proactive customer engagement.

SAP Commerce Cloud For Efficient Customer Self-Service

Post-Sales-CX-with-Knack-Brava

Customer expectations for self-service options are at an all-time high. B2B buyers are increasingly adopting new channels and want their favorite sellers to be there. Like their B2C counterparts, they want more and better services: more availability, instant information, more channels and more personalization. 

SAP Commerce Cloud helps aftermarket product providers by enabling:

  • Intuitive, user-friendly customer portals
  • Real-time inventory visibility
  • Automated order processing and fulfillment tracking

Aftermarket products customers can browse, order and track parts, while providers can automate order fulfillment. It’s a win-win strategy for customers and sales reps as customers get the independence they want and sales reps get time to look into more complex and value-adding tasks. 

SAP CPQ for Streamlining Complex Pricing Scenarios

Aftermarket product providers struggling with intricate pricing structures and custom quotations can use SAP CPQ (Configure, Price, Quote) to:

  • Automate complex pricing calculations, incorporating discount approvals
  • Generate approval workflows for discounts and special pricing
  • Create accurate, professional quotes in real-time

SAP CPQ is a proven solution for custom products. It significantly reduces quoting errors and accelerates the sales cycle, particularly for high-value or custom orders.

SAP Sales Cloud V2 for Unifying Customer Interactions

To deliver truly exceptional customer service, aftermarket product providers need a 360-degree view of their customer interactions. SAP Sales Cloud V2 helps by:

  • Centralizing customer interaction data
  • Offering intelligent insights for personalized service
  • Enabling seamless collaboration between sales and service teams

This approach ensures every customer touchpoint is informed and value-driven. It strengthens long-term business relationships and results in better cross-selling opportunities, personalized customer engagement, and a unified customer experience.

Use case Challenge SAP Solution
Spare Parts and Inventory Management Availability Timely delivery SAP Commerce Cloud with SAP Service Cloud V2 for real-time inventory visibility.
Warranty and Claim Management Errors in manual entry Delayed response to customers SAP Service Cloud for automated warranty and claim submission.
Field Service Management Timely maintenance and repairs SAP Service Cloud V2 for built-in scheduling and dispatching tools
Customer Self-service ---- SAP Commerce Cloud self-service portal for customers to log requests, track orders, and access product documentation.

Common SAP Use Cases For Aftermarket Products Industry

The impact of SAP solutions varies across different sectors within the aftermarket industry. Some common use cases include:

Automotive Aftermarket

In the automotive sector, the integration of SAP Commerce Cloud with SAP Service Cloud V2 allows for:

  • Streamlined parts ordering processes
  • Efficient warranty and claims management
  • Enhanced dealer support systems

These improvements lead to faster vehicle turnaround times and increased customer satisfaction in a highly competitive market.

Industrial Machinery

For industrial machinery providers, the combination of SAP Service Cloud V2 and SAP Sales Cloud V2 enables:

  • Predictive maintenance scheduling
  • Optimized spare parts inventory management
  • Comprehensive service history tracking

This integrated approach minimizes downtime for customers and maximizes the efficiency of service operations.

Heavy Equipment and Construction

In the heavy equipment sector, where field service is critical, SAP Service Cloud V2 offers:

  • Advanced scheduling and dispatching capabilities
  • Mobile access to equipment service histories
  • Real-time communication between field technicians and support teams

Consumer Electronics

In the consumer electronics industry, speed and transparency are paramount. A combination of SAP Sales and Service Cloud V2 can ensure: 

  • Fast and efficient returns and repairs.
  • Seamless collaboration between service centers.
  • Proactive offering of extended warranties or upgrades.
  • Improved first-time fix rates and reduce overall service costs.

The Roadmap to Implementing SAP Solutions For Aftermarket Products Support

While each solution can independently deliver value, integrating SAP Service Cloud V2, SAP Commerce Cloud, SAP CPQ, and SAP Sales Cloud V2 can create a unified, end-to-end customer service platform:

  • 360-degree customer view: Integrating SAP Sales Cloud V2 with SAP Service Cloud V2 ensures that sales and service teams have complete visibility into customer interactions, enabling personalized service.
  • Streamlined order-to-fulfillment process: Combining SAP Commerce Cloud and SAP CPQ automates pricing and order management, ensuring faster and more accurate order fulfillment.
  • Efficient field service: Integration between SAP Service Cloud V2 and SAP Sales Cloud V2 allows seamless communication between field technicians and sales teams, improving service delivery and customer satisfaction.

Knack Systems Expertise for Aftermarket Companies

At Knack Systems, we understand that every business has unique customer service challenges, especially in B2B aftermarket industries. To get to you maximum benefits form SAP solutions, our experts follow a standardized six-step process:

  1. Assessment: We conduct a thorough analysis of your current processes and pain points.
  2. Strategy Development: We create a phased implementation plan aligned with your business objectives.
  3. Customization: Our team tailors SAP solutions to meet your specific needs.
    Integration: We ensure seamless integration with your existing systems and workflows.
  4. User-Training: We provide end-user training to maximize adoption and efficiency.
  5. Continuous Improvement: We regularly optimize your system based on performance metrics and user feedback.

With our expertise and proven methodology, Knack Systems ensures that your transition to automated customer service processes is smooth, scalable, and aligned with your business goals.

Interested in improving customer experience in your after-sales support services? Discuss your plan with our experts and get the best industry-specific advice and solutions.

About Knack Systems

Knack Systems is a premium SAP CX partner operating from the US. We provide industry-aligned solutions and services for our clients in the manufacturing, consumer products, life sciences, chemicals and building materials industries.

Connect with our experts to understand the best CX solutions for your business. 

Kelley Krostoski

Author: Kelley Krostoski

Kelley Krostoski transforms how enterprises deliver customer value. As Solution Lead at Knack Systems, she architects game-changing CRM solutions that bridge the gap between technology potential and business performance. With over three decades of leadership in customer service management and professional services, Kelley has pioneered digital transformations across companies. Her expertise encompasses enterprise CRM strategy, service operations, revenue lifecycle management, and digital customer experience design.

What sets Kelley apart is her unique ability to see beyond immediate technology needs to envision future business possibilities. Her implementations consistently deliver accelerated time-to-value and sustainable growth, while her collaborative leadership style has earned her a reputation for building high-performing teams that exceed client expectations. Whether reimagining service operations or optimizing sales processes, Kelley's focus remains constant: creating measurable business impact while ensuring long-term customer success.

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