The area Service Analytics provides analyses that make your operational service processes transparent and measurable. You can choose from extensive analysis options ranging from customer satisfaction, product quality, and complaint patterns, through to key figures such as processing rates and the workload of your service team.

Decision makers such as the head of the services department or the service planner can use Service Analytics as a tool for controlling the service processes, for their strategic and operational planning, as well as for decision-making and simulating results.

There is comprehensive, predefined Business Content in the SAP Business Information Warehouse (SAP BW) for performing this analysis. It covers the following areas in CRM Service:

• Service contracts
• Service processes
• Service confirmations
• Complaints
• Controlling information (costs and revenues)
• Codes (damage codes, reason for returns)
• Product
• IBase

For more information about this Business Content, see the SAP Library for SAP BW under Business Content ® Customer Relationship Management ® Service.