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Process Reference Models  -  Industry Best Practices  -  On Demand

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After Sales and Service

The After Sales and Services (ASS) domain describes the process of receiving and processing customer service requests including spare parts. It includes the initial trigger for initiating a service request and the process of checking the type of service, and linkage to service/maintenance contracts, calculating prices and checking and confirming service delivery as well as the processing and shipping of spare parts.

We have structured the After Sales and Service (ASS) scenarios in different clusters: service sales, customer returns.


Service sales

  • Service contract management and call-off

  • Repair center services processing

  • Maintenance and warranty processing

  • Spare parts delivery with a service contract

  • Service order and billing

  • Sales of services

Customer returns

  • Customer complaints with returns

  • Customer complaints without returns