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For many companies, the journey towards a smart factory has mainly focussed on digital networking with external [...]
The various internal and external services which employees rely on must be cleanly controlled for a smooth workflow. That begins with work tools such as smartphones or laptops and ends with external services such as maintenance and repair. However, this service request management usually doesn’t operate efficiently, because the various service request processes are not sufficiently digitized. Even though every service request can be transparently mapped in SAP® and cleanly monitored that way.
The processes for ordering a new smartphone differ significantly from those for a new laptop. While the smartphone order also requires an external service provider for the SIM card, the internal IT department is primarily responsible for the laptop order, since they must install the necessary software. In practice, these service request processes are often only rudimentarily digitized, which means an employee may be able to start a process via the intranet, but cannot find out at what stage the process is. The process itself is often manually coordinated between departments via email or over the phone, which means it is not uncommon for processes to “get stuck” and, as a result, take longer.
The EASY PCM Service Request Management in SAP®, on the other hand, targets the focus on the service offer. An individual workflow is created for every service request, which eliminates the manual coordination effort and allows the process to be monitored easily. Thus, an employee can be automatically informed when a laptop is fully equipped or the new smartphone has arrived at the warehouse.
With EASY PCM Service Request Management, you can also smoothly integrate external services and departments distributed across different locations.