Project
SAP Customer Service Implementation
Client
Services
SAP ERP
SAP Customer Service (CS)
Industry
Energy
Utilities
Maintenance Services
Background
Remica is a company specialized in the installation, operation, and maintenance of heating, HVAC, and hot water systems, as well as in the management of energy services.
Before the project, this activity was managed through custom developments within SAP and partially outside the system. Information was fragmented, and the solution did not fully cover key aspects such as technical asset management, service contracts, or the real cost tracking of services delivered.
Overview
ASPA implemented the standard SAP Customer Service (CS) module, replacing existing custom developments with an integrated model aligned with SAP best practices.
The project included the definition of technical structures, management of service contracts, and the planning and execution of preventive and corrective maintenance through service orders.
In addition, labor and material costs were fully integrated into service processes, and a billing model based on service orders was implemented, enabling invoicing based on actual service costs. The project also included workflow-based automation to streamline operations and reduce the administrative effort required for data entry.
Goals
The objective of the project was to replace a model based on custom developments and manual processes with a standard SAP solution capable of managing Remica’s service business end-to-end.
The solution needed to cover technical asset management, service contracts, service planning and execution, labor and material cost allocation, service-based billing, and profitability analysis. All of this within a structured, traceable data model aligned with SAP standard capabilities.
Challenge
The main challenge was to transform a highly manual and partially system-supported operating model into a structured, SAP-standard-based process framework. This required redefining key processes, organizing technical asset information, and introducing a higher level of data granularity into the system.
At the same time, it was necessary to balance the increased data input requirements with operational efficiency, implementing automation mechanisms to support user adoption.
Strategic Transformation
The implementation of SAP Customer Service enabled Remica to move from a fragmented model to a fully integrated and standardized service management framework. The company now has a complete view of its installations, contracts, and services, with full traceability from planning through execution to billing.
By leveraging SAP standard functionality, Remica eliminated dependencies on custom developments, improving system sustainability and enabling future evolution. At the same time, process automation allowed the organization to handle increased data requirements without compromising operational efficiency.
Results
Remica now operates a fully integrated system to manage its Customer Service business. The company has achieved complete traceability of installations, equipment, and service contracts, as well as of all service activities, both preventive and corrective.
It can now accurately control the real costs of each intervention—including labor and materials—and perform precise billing based on services delivered. In addition, Remica has access to reliable data for analyzing the profitability of its service business.
Long-term Value
The new SAP Customer Service model provides Remica with a robust, scalable platform aligned with industry best practices. Process standardization, data quality, and full visibility over costs and profitability enable the company to improve the management of its service contracts and strengthen its value proposition in the energy services sector.