Dear Muralidhar Prasad Chatna,
The customer contacts the service provider with a request for his or her defective product to be repaired. You create an in-house repair order in SAP CRM.
1.Create in-house repair order (SAP CRM)
You create an in-house repair order in SAP CRM.
The customer uses a call center or a Web application to report, for example, one or more defective products that he or she wants to send or bring in for repair.
2. Create a defective object as the reference object (SAP CRM)
When creating a repair request using a call center or Web application, you or your customer can enter important document information. Create the main information about the repair record at header level and in the main item. This includes:
¡ Business partner and invoice recipient
¡ Reference object
Reference objects can be products, components of installed bases, or individual objects. The reference object can be used to determine an existing warranty.
¡ Quantity and defect description
3. Determine valid warranty and contract (SAP CRM)
The system performs an automatic warranty check.
If a warranty is determined, this is apparent from the assigned warranty product and the accounting indicator. The accounting indicator influences pricing.
The relevant services and spare parts and their related discounts are defined in the warranty. The internal receivers to whom the incurred costs should be charged are also defined in the warranty.
The system determines existing service contracts for the business partner for each complaint item.
4. System determines response times from contract (SAP CRM)
Assured response times are determined based on the Service Level Agreements (SLA) defined in the contract. You can monitor these response times and escalate them if necessary.
5. Create returns for repair (SAP CRM)
You create a subitem of category Return for the main repair item.
The Return item shows that an inbound delivery is expected for the upper-level item. The unique RMA number (Return Material Authorization) is made up of the unique number of the in-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair.
After the product sent in for repair is received, a service employee performs a technical analysis (diagnosis) and enters the inspection result. A HTML file is provided for you to document the inspection results for the diagnosis item. This can be tailored to meet your requirements.
The technician uses the inspection result to decide what action should be taken, that is whether to scrap or repair the product, and plans the necessary repair services and spare parts.
The necessary repair steps and required spare part items are defined as subitems of the repair request item.
6. The system replicates the returns request item to SAP R/3
After saving the in-house repair order in SAP CRM, it is replicated in the SAP R/3 system for the purpose of logistics processing. This means that the returns item for the in-house repair order is replicated in the SAP R/3 sales order as a returns request item. A sales order with the same document number as in SAP CRM then exists in SAP R/3. A unique RMA number is thereby also available in SAP R/3.
7. Create a loan device delivery (SAP CRM)
You create a loan device delivery for the repair in SAP CRM.
You have an option for sending loan devices to customers during a repair, therefore bridging long repair times.
8. The system replicates the loans device delivery item in the sales order (SAP R/3)
After saving the in-house repair order, the CRM system replicates the loan device delivery item to the sales order in the SAP R/3 system. The delivery of the loan device is executed.
9. Create a return delivery for the repaired product (SAP CRM)
In SAP CRM you create a return delivery for the repairs.
After completing the repairs, the product is returned to the customer.
10. The system replicates the returns delivery item for the repaired product in the sales order (SAP R/3)
After saving the in-house repair order, the returns delivery item is replicated by the CRM system as a returns delivery item in the sales order in SAP R/3.
11. Create a pick-up request for the loan device (SAP CRM)
You create a loan device pick-up request in SAP CRM.
After repairing and returning the repaired product to the customer, return delivery of the loan device is triggered.
12. The system replicates the pick-up item for the loan device in the sales order (SAP R/3)
After saving the in-house repair order, the pick-up request item is replicated by the CRM system in the sales order in SAP R/3.
Hope this helps you.
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