This scope item helps the customer service manager ensure on-time service delivery by monitoring the service orders for completeness and whether they are overdue. It also helps to compare the average repair time per product.
The customer service manager must also know how many service contracts have expired or are near expiry. It also helps to compare and view the service contracts from various dimensions such as total contract value and profit margin. The customer service manager can also trigger actions to renew them.
The sales manager can use an order-to-cash dashboard to show incoming and open service orders (this is an SAP Analytics Cloud story and a separate license is potentially required).