LO110 Customer Service Process

The customers are service recipients. They can own technical assets and equipment, at which services are performed.

The service provider concludes outline agreements with the customer, in which particular services are agreed.

If the customer requires a service, they report the requirement or enter a request. For extensive work, the service provider issues a quotation.

The provision of services is triggered by the customer using the purchase order. For less extensive work, the first three steps are the same.

The service provider plans the work and resources required (personnel, material, utilities). If necessary, work is requested from the vendors or required materials ordered from the vendor.

After the work is completed, the service provider issues an invoice.

The process is completed when the customer makes their payment.

Service Processing:

Service notifications for entering and processing customer inquiries or problems

Service orders for planning, execution and settlement of work for the customer

Sales orders for the delivery of goods and returns processing

Billing for the creation of invoices

Service Agreements:

Contracts as long-term agreements with the customer

Warranties for the technical objects sold

Maintenance planning for the execution of work performed repeatedly

Task lists for preparing or describing work that occurs frequently