Good Day Guru's!
I recently started for a services company coming from a CPG prior. I have a few questions and was hoping to get your insight.
My company is in services as stated above. This involves servicing customers at regularly scheduled intervals. What we service is different by division. One division services cabinets and fills based upon a fill list. The other services by collecting bins. No filling required. Just a collection service.
The way their SAP systems function are good, but I think we have some room for improvement. Currently running on CRM 7 EHP1. Both sides use CRM contracts and standard PPF to create service orders based on the first line which is a Billing plan item. That is pretty much the end of where they are similar. The cabinet filling division uses CRM just to record and schedule the stop. The mobile device then records what is ordered and when the visit is complete, the Service order closes and the confirmation is created. The mobile device actually sends the information to ECC to directly create the sales order through invoice. The collection service uses the full process of Contract - Service Order - Confirmation and the confirmation creates the Sales Order. Delivery due and invoicing are then scheduled to run and pick up and create the billing document.
Here are my questions:
1). Is there a better way within SAP to do this? Much of my background is Marketing / OTC based. It seems like we have better options. I know there is a waste management solution that is there for collections. I really wanted a sounding board to see what other companies have done.
2). One of the biggest gaps we have now is our CRM to Mobile. It is very rigid (DOE / Sybase / Windows Mobile 6.5). There is no optimization to reduce drive time and create the most accurate path. There is no ability to forward look at what my coming weeks look like based upon route (company created a BP for route vs. using ECC route / lane). Lastly, there is no way to re-route. If i have a new driver and need to add a route, its a very manual process to move stops around. Would be nice to have a system that would optimize all routes at a location based on the number of drivers.
So far I have only seen SAP Workforce Scheduling and Optimization by Click. I am told that is more helpful in the PLM space for service based calls (ie plumber call, repair) which are adhoc in nature.
Help!!!!!!