💡 Critical deadlines: SAP CS support ends in 2027 | Compatibility mode only available until 2030 | Migration projects require 12 to 24 months – Act now to stay ahead!
Regular support for SAP Customer Service will end by 2027 and compatibility mode will expire by 2030 at the latest. Companies that do not switch to SAP S/4HANA Service in time must expect increasing response times, inefficient processes and declining customer satisfaction.
Use the necessary migration to fundamentally modernize your service processes and create competitive advantages. SAP S/4HANA Service is an ERP software solution that helps companies to automate and optimize business processes. It offers a wide range of functions tailored to the needs of service organizations.
Core areas of SAP S/4HANA Service
SAP S/4HANA Service strategically focuses on four core areas that enable a holistic service transformation.
Technical Service
Handling technical service processes – from planning to implementation and feedback.
TYPICAL APPLICATION SCENARIOS:
- In-house repairs
- Field service management (Field Service Management)
- Maintenance planning
- Technician deployment planning
- Advanced Execution (the bridge to maintenance)
- Integration into logistics
Commercial Service
Management and control of service-related business processes – from contract design to invoicing.
TYPICAL APPLICATION SCENARIOS:
- Management of service contracts
- Subscription Management
- Billing models and pricing strategies
- Integration into the financial system
Service Business Planning
Strategic planning and further development of the service portfolio on the basis of operational key figures.
TYPICAL APPLICATION SCENARIOS:
- Development of service strategies
- Performance management
- Portfolio analyses
- Business model innovation
Service Analytics
Analytical evaluation and continuous optimization of service processes.
TYPICAL APPLICATION SCENARIOS:
- Overview of service key figures
- User-related analyses
- Performance KPIs
- Predictive maintenance (Predictive Insights)
SAP S/4HANA Features Overview
Request & ticket management
Offer management
Service contract management
Recurring services
Subscription Order Management
Asset Management
In-House Service
Spare parts distribution
Field Service
Monitoring & Analytics
Real-World Success with SAP S/4HANA Service
How can companies make their service processes more efficient while simultaneously increasing customer satisfaction? In this real-world example, we showcase how a leading company successfully implemented SAP S/4HANA Service – with measurable results. Discover the challenges they overcame, the solutions they applied, and the tangible benefits they achieved. Be inspired and explore how your service organization can also benefit from modern SAP technologies.
Solar Technology | Energy Supply
Ritter Energie- und Umwelttechnik GmbH & Co. KG
Ritter Energie’s customer service department required a mobile field service management tool that also works offline. To achieve this, the entire organizational structure had to be mappable – i.e. office and field service.
The motto for the complete solution was: one system, one master database. The whole thing for customers, systems, material, equipment etc.
The challenge
External software with web service interface to SAP R3 ERP. Only little information was transferred to SAP, two databases had to be maintained. Service information was not available company-wide. Problems with stock reconciliation in external warehouses and high administration costs for the SAP IT team.
Solution
The new solution came with Axians NEO. Specifically, as a combined introduction of S/4 HANA including S4 Service and implementation of the Axians software NEO Schedule for deployment planning and NEO Mobile for the technicians distributed across the area – both modules from the NEO Suite for intelligent 360° service and maintenance management.
Results
- Fully integrated processes – from material orders to returns
- Around 1 million km with over 4,500 service calls per year
- Offline-capable mobile field service management
- Automated data acquisition on site
Why AXIANS as a partner in this project? First of all, we experienced a professional presentation combined with a great deal of expertise, openness and honest commitment. In short: the chemistry was right. In addition, the concept was very much in line with our specifications. Day-to-day collaboration was then characterized by the structured recording of our requirements. Followed by precise implementation and consistently solution-oriented action on both sides. From the start with the basic decision process as to whether SAP CS or S/4 Service to the final ready-to-use solution for all platforms, whether Windows, Android or Apple. Conclusion: We deliberately opted for a sustainable and future-proof solution, even if it required a little more effort at the beginning. And since November 2023, we have been very productive with NEO Schedule and NEO Mobile.
SAP Inhouse Consultant Ritter Energie- und Umwelttechnik GmbH & Co KG
Strategies for replacing SAP Customer Service
You can use SAP Customer Service in compatibility mode until 2030. By then at the latest, you will have to switch to SAP S/4HANA Service.
Option 1
Migration to S/4HANA Service Pure
- Use of the latest service functions and complete mapping of the new SAP service module in S/4HANA
Option 2 (recommended)
Migration from S/4HANA Service Advanced Execution
- For customers who use maintenance-driven service processes in their business model.
Why Leading Companies Choose Us as Their SAP Partner
Certified SAP Partner
15+ years of experience
Customized process consulting
Specialized in area and production-related maintenance
Your way to SAP S/4HANA Service
With over 1,000 successfully implemented SAP projects, we provide you with structured support from the initial analysis to the first successful go-live and beyond.
Discover
Developing a common understanding
Activities:
- Understanding requirements
- Derive rough scope
- Application demo
- Plan next steps
- Rough assessment of the current situation
- Outline the technical scope
- Preparation of the backlog at user story level
- Pre-project character for the preparation of an implementation project
Results:
- Evaluation and recommendation
- Rough effort
- Rough project plan
- Project offer
Explore & Design
Detailed analysis and conception
Activities:
- Service process analysis
- As-is process analysis to identify weaknesses and pain points
- Fit-Gap Workshops
- Collect detailed requirements
- Develop transformation project
- Methodology: Combination of As-Is → To-Be and best-practice approachesfrom SAP and Axians
Results:
- Solution documentation
- Work packages defined
- Detailed project plan
- Expense valuation
Realization
Agile implementation
Activities:
- Implementation phase
- Agile implementation
- Functional tests
- Conduct training courses
Results:
- Service process transformation
- Key User Enablement
- End User Training
- Tested solution
Deploy & Run
Go-live and operation
Activities:
- Go-live preparation
- Cut-over
- Go-Live execution
- Hypercare
- Support handover
Results:
- Productive service processes
- Further innovations
- Stabilized operation
- Continuous improvement
Your Dedicated Team of Experts
Stefan Westermayr
Team Leader SAP Consulting & Solutions
As an SAP EAM consultant, Stefan Westermayr has been supporting mobile maintenance projects across all industries for over 15 years. He is team leader for SAP Consulting & Solutions and is intensively involved with optimization potentials for maintenance and service processes of customers in asset-intensive industries through new digital approaches.Furthermore, his focus is on technical and strategic consulting for customer service and asset management processes in the context of S/4HANA and SAP intelligent Asset Management.
stefan.westermayr@axians.de
To the LinkedIn profile
Carl Helmer
Senior Consultant
Carl Helmer is an experienced Senior Consultant at Axians NEO Solutions & Technology. With a degree in computer science, he has a broad range of expertise, which he has continuously expanded since 2010 as a consultant and developer in national and international projects in the area of maintenance and customer service with SAP as well as the mobilization of processes.
Carl Helmer has also taken on project management tasks in various projects and more extensive programs. Today, his focus is primarily on the role of architect in the area of asset management and customer service. He is also responsible for the continuous development of the NEO service portal as product owner.
carl.helmer@axians.de
To the LinkedIn profile
Olaf Krüger
Senior Consultant SAP S/4HANA Service, CRM
Olaf Krüger is a Senior Consultant at Axians NEO Solutions & Technology. His focus is on the architecture and implementation of SAP S/4HANA Service, as well as the integration of related processes such as logistics, controlling, and billable maintenance. He primarily takes on the role of an architect and brings many years of experience in CRM/CX and S/4 Service projects. His responsibilities in customer projects include project preparation and execution, requirements analysis, process consulting, design, integration test management, as well as go-live and support. Olaf Krüger has extensive knowledge in SAP S/4 Service, SAP Sales & Service Cloud, SAP CRM, and SAP ABAP.
olaf.krueger@axians.de
To the LinkedIn profile
Christina-Alexandra Hugger
SAP Consultant
Christina-Alexandra Hugger joined Axians in 2021 as a Consultant in the Maintenance and Technical Service department and is involved in supporting customers with the introduction of relevant SAP modules. In her role as Project Manager and Scrum Master, she is dedicated to the introduction of maintenance solutions and has experience in managing various implementation projects. She also acts as co-product owner of the NEO Suite Analytics solution NEO Insight.
christina-alexandra.hugger@axians.de
To the LinkedIn profile
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