S/4HANA Customer Management in Service –
What comes after SAP CS?
by Michael Stump
For years, SAP Customer Service (CS) has been the reliable companion in the service process of many industrial companies – especially in mechanical and plant engineering. Well-rehearsed processes, familiar structures, proven results. But now a radical change is imminent: With the switch to S/4HANA, the era of classic CS will end – by 2027 at the latest. What at first glance seems like a technical upgrade quickly turns out to be a strategic challenge. After all, you won’t find a real 1:1 successor in the S/4HANA standard.
In this blog post, we show what alternatives there are to classic SAP CS in the S/4HANA environment, what service managers should pay attention to now – and how companies can future-proof their service processes.
SAP CS widely used – but soon to be finished
With over 8,000 installations, SAP CS is an established standard, especially in mechanical and plant engineering. While the application is powerful, it's not exactly intuitive. Users not only have to work with a complex ticket system for the service message, but also with a separate order to map the logistical processes.
Nevertheless, SAP CS impresses with its ability to map almost the entire service process end-to-end – from message entry to order processing to effort-based invoicing. It also allows the integration of service master data such as equipment or technical workstations. Complete integration into controlling or the project system is also provided – for example, to manage revenues and costs in service orders.
However: This consistency has its price, because complexity is unavoidable here.
Now SAP has discontinued the classic CS module at the end of 2027 and it can only be used under S/4HANA in so-called compatibility mode. In concrete terms, this means that there will be no Fiori interface for SAP CS. Companies are therefore faced with the need to reposition themselves by 2027 at the latest, or by 2030 as part of extended maintenance.
👉 More about CRM under S/4HANA?
In our three-part blog series, we have already taken a closer look at the CRM functionalities in SAP S/4HANA:
It’s worth taking a look:
👉 More about CRM under S/4HANA?
In our three-part blog series, we have already taken a closer look at the CRM functionalities in SAP S/4HANA:
It’s worth taking a look:
SAP S/4HANA Service: Solid core, but without cloud extension, the service remains patchy
The first alternative that SAP presented after the discontinuation of CS did not convince many power users. Above all, there was a lack of the possibility of mapping technical objects in the service process – a no-go for many machine builders. For simple processes such as e.g. installations without technical objects, on the other hand, were suitable.
With the current SAP S/4HANA service, which has its origins in SAP CRM, now offers SAP an alternative. Technically, the solution is based on the well-known PM order and thus largely covers central functions of classic SAP CS. But: Gaps remain
Topics remain open that could not be mapped in SAP CS either:
- a graphical planning board for dispatching is still missing from the standard
- and a mobile solution for technician feedback is also not included in the standard
Here, SAP refers to additional SAP cloud solutions that can be connected to S/4 HANA via interfaces – and this is exactly where it gets complex, because:
- SAP Service Cloud is required for ticket processing
- and for deployment control and mobile feedback, SAP Field Service Management (FSM) must be introduced
This closes the circle to the blog posts that we have already published with a focus on the marketing and sales processes: The basis in the S/4HANA core is solid – but without expansion with cloud components, the service process remains incomplete.
Would you like to learn more about CRM under S/4 HANA? Here is a current podcast.
Would you like to learn more about CRM under S/4 HANA? Here is a current podcast.
End-to-end service process: Direct access to SAP master data without interfaces
So the question arises: what can a consistent, user-friendly service process look like – without interfaces, without system changes, without media breaks? Does it even exist?
Yes, there are in the form of integrated add-ons that natively access SAP master data and backend processes and also include the Microsoft world. And the good news: With itmX crm , we offer you a solution that accesses your SAP data directly and without additional interfaces. This keeps all information in one system – consistent, up-to-date and transparent.
And even better: Thanks to our Outlook add-in officeXperience, you can control your service and sales processes directly from your familiar e-mail environment.
In concrete terms, this means that instead of jumping between systems, the user automatically receives an overview of relevant information such as contact persons, opportunities, offers, orders or even service messages in the Outlook inbox – based on the sender's e-mail address. At the touch of a button,a service message can be created directly from the e-mail in SAP S/4HANA – without any system change.
This is complemented by a user-friendly interface that clearly summarizes service messages and service orders. This way you have all the important information at a glance. Deployment planning is also elegantly solved: an integrated planning board, which accesses service orders in real time, enables technicians to be dispatched via drag and drop.
Approvals and approvals are made where employees work anyway – for example, directly in Outlook or Microsoft Teams. The technician is supported in his work by an AI-based knowledge database. Inorder to get the process completely complete, the feedback from the technicians flows directly back into the SAP system, so that the invoicing can be carried out directly.
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More InformationSeamless alternative to SAP CS: itmX crm for end-to-end service processes in S/4HANA
The switch from SAP CS to S/4HANA poses challenges for many companies – especially in service. Although the SAP standard alone covers central functions, it requires numerous cloud extensions for an end-to-end process, which leads to a fragmented system landscape.
With the itmX crm suite , we offer a holistic, fully integrated solution that not only replaces SAP CS, but also takes the service process to a new level – seamless, seamless and user-friendly. Whether it’s message entry, scheduling, mobile feedback or invoicing: Our solution combines all steps in one system – with direct integration into SAP and Microsoft 365. In this way, we create the basis for efficient, future-proof service management – without the compromises of the SAP standard.
Fancy service without system breaks?
Discover how your organization can navigate the shift from SAP CS to an end-to-end, modern service solution – without complexity, but with real value.
Let’s find out together what your ideal service process can look like. Direct, practical and at eye level.
Fancy service without system breaks?
Discover how your organization can navigate the shift from SAP CS to an end-to-end, modern service solution – without complexity, but with real value.
Let’s find out together what your ideal service process can look like. Direct, practical and at eye level.
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