Service Features

Make every service interaction simple, transparent, and value-adding.

Digital customer experience in service for Automotive & Heavy Equipment with proaxia VSS

proaxia VSS connects all customer-facing steps of the service journey with the VSS service features – from appointment booking and check-in to service updates, approvals, payment and follow-up. Customers benefit from convenient digital access, clear information and greater transparency throughout the entire process.

At the same time, service organizations work with consistent customer, vehicle and equipment data at every touchpoint. Personalized recommendations, proactive communication and digital approval options help service advisors respond faster and offer relevant additional services at the right moment.

The result is a smoother customer experience that strengthens trust, supports long-term customer loyalty and creates new opportunities to increase appointment conversion, order value and sustainable aftersales revenue – across both Automotive and Heavy Equipment service.

Your Benefits When Using VSS Services

Making Service More Convenient

Enable customers to book appointments, access vehicle, equipment and service information, and interact with their dealer or service organization through intuitive digital touchpoints. Faster and simpler processes reduce effort for customers and service teams alike.

Building Trust Through Transparency

Keep customers informed throughout the entire service journey. Digital inspections, multimedia documentation, and proactive communication make necessary work easier to understand and help customers make informed decisions.

Turning Customer Insights into Growth

Use customer, vehicle and equipment histories to identify relevant service opportunities – including deferred work, upcoming maintenance, recalls and contract renewals. Personalized recommendations support higher conversion rates, increase order value and strengthen long-term customer retention.

Service Features

Customer Portal

The Customer Portal expands the aftersales process with a digital self-service channel for customers. They can schedule appointments, track service orders, approve additional work and interact directly with their dealer or service organization – anytime and from any device.

This creates a transparent digital touchpoint throughout the service process, reducing communication effort, increasing customer satisfaction and creating additional revenue opportunities.

Customers can schedule service appointments, manage their vehicles, view their service history, and track the current status of their orders online at any time. This creates a modern and convenient customer experience.

The portal provides real-time insights into order status, vehicle condition, images, videos, and vehicle health checks. Customers stay informed throughout their entire visit to the repair shop and do not need to actively check in with the service team.

If additional work is identified during the repair, customers can review and approve it directly through the portal. This speeds up the decision-making process and increases the likelihood of additional workshop revenue.

Digital status updates, online payments, and integrated customer surveys reduce the communication workload for service representatives while improving customer satisfaction and service quality.

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Increase in Service Appointments
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Increase in the value of repair orders through additional work authorizations
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Increase in the Customer NPS

Workshop Planner

The Workshop Planner supports the dynamic planning and management of workshop capacity. Service requests can be automatically or manually assigned to available technicians, teams, and resources and can be flexibly rescheduled in the event of changes. Transparency regarding utilization, absences, and actual working hours helps ensure that available capacity is used optimally and increases workshop throughput.

Pending service requests are matched with available resources and workshop capacity and scheduled accordingly. This helps reduce idle time, improve the utilization of workshop stations, and use existing capacity more efficiently for additional service business.

Service orders can be scheduled automatically or assigned manually as needed. Intelligent scheduling reduces the planning workload and helps workshop managers allocate resources to upcoming jobs more quickly and efficiently.

Unplanned jobs, delays, or changes in capacity can be accounted for directly in the Workshop Planner. Existing jobs can be rescheduled flexibly so that additional jobs can be accommodated and the impact on workshop operations is kept to a minimum.

Training sessions, vacation, sick leave, internal tasks, and other absences can be recorded for technicians and resources. This ensures that scheduling is based on actual available capacity and prevents double bookings or unrealistic schedules.

Actual hours worked are directly compared with scheduled tasks and visually highlighted. Workshop managers can identify discrepancies early on and reschedule subsequent work accordingly—for a more stable and manageable daily workflow.

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Reduction in Downtime
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Increase in Workshop Capacity Utilization
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Reduction of Duplicate Bookings

Mobile Service Advisor

The Mobile Service Advisor digitizes the vehicle check-in and check-out process right at the vehicle. Service advisors can access customer, vehicle, and service information on the go, document damage, identify additional work, and obtain approvals. This makes the check-in process faster, more transparent, and an active part of customer consultation and revenue generation.

Pending work, expiring warranties, service campaigns, and other upselling opportunities are displayed to the service advisor immediately upon vehicle check-in. This allows the advisor to offer relevant additional services in a targeted manner and generate additional revenue right from the initial face-to-face interaction with the customer.

Customer and vehicle data are entered or updated directly in VSS, eliminating the need to first record information on paper and then transfer it later. This reduces administrative work, prevents duplicate data entry, and speeds up the entire check-in process.

Damage and additional work are documented directly during check-in and can be supplemented with photos, comments and checklists. The digital signature confirms the documented condition and agreed work, creating a transparent basis for both the customer and the service organization.

Service history, vehicle data, and relevant service information are available to the advisor right at the vehicle. This allows the advisor to address the customer’s specific situation more effectively and recommend appropriate services at the right time.

The Mobile Service Advisor not only assists with check-in, but also with vehicle handoff and the collection of customer feedback. Feedback and any complaints can be recorded directly and processed more quickly—for a consistently better customer experience.

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Reduction of the turnaround time from vehicle intake to vehicle delivery
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Increase in the number of hours sold per service advisor
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More vehicle drop-offs per location

Service Quote / Order Management

Service Quote / Order Management is at the heart of order processing in proaxia VSS—from quote creation and planning to invoicing. Services, parts, additional work, prices, approvals, and various cost centers are managed within a seamless process. This allows service orders to be processed more quickly, with greater transparency, and with less administrative effort.

Quotes and orders are created in a central application and tracked from the initial customer request through to billing. Employees work with the same information, avoiding the need to switch between systems, duplicate data entry, and unnecessary process steps.

Dynamic pricing, along with upselling and cross-selling features, enable targeted offers for labor, parts, and service packages. Prices and promotions can be tailored—for example, by customer type, vehicle model, or location—and thus used more effectively in service sales.

Any additional work identified during the repair can be approved immediately or postponed. Work that is not ordered right away is retained as vehicle-specific quotes and can be revisited specifically during later customer interactions.

Multiple jobs and different cost sources—such as the customer, insurance, warranty, goodwill, or service contract—can be included in a single order. This eliminates the need for separate orders and makes it much easier to manage complex service cases.

Integrated approval processes support the controlled granting of discounts and other exceptions within the service center hierarchy. At the same time, status-based events and actions ensure clear process steps and reduce delays and errors in order processing.

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Hours reduction in time required per repair order
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Reduction of Delays in Service Orders
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Improvement of the Accuracy of Workshop Orders

Technician App

The Technician App supports technicians in the digital execution of workshop and service orders. Working times, order information, service history, warranty and recall data, as well as additional repair requirements, are available directly on mobile devices.

This accelerates workflows, simplifies coordination between technicians, service advisors and parts teams, and enables additional revenue opportunities to be identified directly during order execution.

Technicians process their assigned orders and record working times directly in the mobile application. Voice-to-text functionality further reduces documentation effort and simplifies the capture of comments and work results, leaving more time for actual service and repair work.

Any additional work identified during repairs can be directly added as labor services, parts, or service packages. This allows for the immediate identification of upselling opportunities within the workshop process, which can then be specifically converted into additional orders and revenue.

Service history, open recalls, warranty information and relevant order data are immediately available to technicians. This enables required work to be assessed faster and decisions to be made based on complete and up-to-date service information.

Additional work, including images or videos, can be submitted directly for approval. Faster coordination with the customer reduces wait times and allows the technician to continue approved work without unnecessary interruptions.

Service advisors receive up-to-date information on the progress of the work being performed. Warranty codes can be entered directly by the technician, and digital confirmations can be documented. This reduces duplicate work and improves collaboration between the repair shop and the service advisory team.

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Increase of Technician Productivity
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Increase of Site Productivity
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Increase in Upselling Revenue

Warranty Claim Management

Warranty Claim Management integrates warranty and recall processes directly into VSS service order processing. Relevant warranty information is made available throughout the entire service process, claims are created in a structured manner, and OEM approvals are processed. Automated workflows reduce manual effort, speed up processing, and improve the quality of warranty billing.

Warranty work is transferred directly from the service order to a warranty claim. The cause, symptoms, and error codes can be added during the process, ensuring that all necessary information is available in a structured format for further processing.

When a recall is added to a service order, VSS automatically imports the defined labor items, parts, and consumables. At the same time, the corresponding warranty claim is created, thereby reducing manual steps and potential data entry errors.

Warranty and recall information is available at different touchpoints throughout the service process – from appointment scheduling and check-in to order processing and the Technician App. This enables employees to identify relevant cases early and initiate the required work and warranty processes efficiently.

Warranty claims can be forwarded directly for the required OEM approval. Complete and consistent claim data supports faster processing and helps reduce inquiries and rejections caused by missing or incorrect information.

Once the OEM makes a decision, relevant financial postings can be triggered automatically. At the same time, early detection of recalls enables proactive communication with customers—leading to more efficient internal processes and greater transparency and trust in customer interactions.

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Reduction of the processing time for warranty claims
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Reduction in Rejected Warranty Claims

Upsell Potential Management

Upsell Potential Management automatically identifies additional service revenue opportunities based on customer, vehicle, equipment and service histories. Upcoming maintenance, deferred work, recalls, or expiring service contracts and warranties are identified, made available across relevant touchpoints and systematically tracked.

This allows existing customer and service data to be converted into additional business and long-term customer relationships.

VSS analyzes existing customer, vehicle, equipment and service data to identify relevant sales opportunities – such as upcoming maintenance, deferred work, recalls, or expiring warranties and service contracts. This systematically reveals additional revenue potential without requiring employees to search for it manually.

Identified upselling opportunities can be presented through various channels, such as the Mobile Service Advisor, the Customer Portal, or appointment confirmations. This allows employees and customers to be made aware of relevant additional services at exactly the right moment.

Upcoming maintenance, expiring service contracts or warranties can be identified early and used for proactive customer engagement. Dealer and service organizations can offer relevant services at the right time and strengthen customer relationships throughout the complete usage and service lifecycle.

The back office gains a centralized overview of untapped upselling opportunities and their processing status. Customer contacts, progress, and conversion rates can be tracked, enabling sales opportunities to be consistently followed up on and successful strategies to be expanded in a targeted manner.

VSS tracks which employees successfully convert identified opportunities into deals. This makes conversion rates and results transparent and enables their use for performance analysis as well as to support commission- or incentive-based compensation models.

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Increase in revenue per service advisor or location
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Increase in the Upselling Rate
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Increase in the average repair order value

Communication Framework

The Communication Framework directly links customer communication and internal collaboration with VSS service processes. Messages, notifications, and tasks are automatically distributed to the appropriate recipients and delivered via the appropriate channels. This keeps customers informed, speeds up approvals, and enables internal teams to respond more quickly and in a more coordinated manner.

Customers can be automatically notified at key points in the service process—such as when the vehicle is dropped off, when repairs begin, in the event of parts delays, upon completion, or when the vehicle is ready for pickup. This creates transparency, reduces the need for follow-up inquiries, and builds trust in the service center.

Any additional work identified can be sent directly to the customer via various communication channels, including images or videos, for approval. Faster decisions reduce wait times at the repair shop while also increasing the opportunity for additional service revenue.

Among other things, the framework supports email, SMS, WhatsApp, and SAP Fiori notifications. This allows customers and employees to be reached through the appropriate channel, while communication remains centrally linked to the underlying VSS processes.

Tasks and notifications can be automatically assigned to specific employees, roles, or teams. This reduces the need for manual coordination and ensures that service representatives, technicians, and back-office staff receive relevant information exactly when action is required.

The integrated task monitoring feature enables the back office to track pending tasks and the progress of ongoing work. In the event of delays or outstanding preparatory steps, teams can respond promptly, thereby reducing downtime and unnecessary delays in the service process.

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Increase of the Customer NPS
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Reduction of Order Delays
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Increase in Upselling Revenue

Order Split

Order Split allows for the flexible allocation of a service order across multiple cost centers. Labor, parts, and other line items can be assigned to different payers as percentages or fixed amounts and billed separately. This enables complex billing scenarios to be managed transparently and efficiently within a single service order.

A service order can be allocated to various payers, such as customers, manufacturers, insurance companies, or internal cost centers. The allocation is flexible—based on either a percentage or a fixed amount—and ensures a clear assignment of the respective costs.

Individual jobs can be assigned to different cost objects, or multiple jobs can be combined into a single split. For each split, the system creates a separate billing document as needed.

Warranty work is transferred directly into the corresponding warranty and claims processes. Goodwill gestures or extended warranties can also be assigned to internal cost centers or general ledger accounts without having to create separate orders.

Pre-delivery inspections, accessory installations, and internal work can also be specifically assigned to the customer, the sales department, or the vehicle. This allows for a transparent breakdown of cost responsibilities within an order.

In the event of insurance claims, deductibles can be automatically taken into account. During the billing process, VSS assigns the relevant costs to the appropriate splits and cost centers, thereby reducing manual effort and error-prone post-processing.

Digital Payment

Digital Payment integrates digital payments directly into the VSS service process. Customers can approve and pay invoices and down payments online, while payment status, posting, and receipts are processed automatically. This speeds up payment transactions, reduces wait times, and converts additional services into revenue more quickly.

Payment requests can be provided digitally via email or through the Customer Portal. Customers can settle outstanding amounts conveniently before pickup or handover, helping to avoid unnecessary waiting times on site. The entire payment process remains directly connected to the service order.

If additional work is identified during the repair, customers can approve it digitally and pay for it immediately. Faster decision-making and payment processes increase the likelihood that the additional services will be performed while the current repair order is still in progress.

Digital payments shorten the administrative process once service work has been completed. Following successful payment confirmation, service orders can be closed faster and vehicles or equipment handed over without unnecessary delays.

Once payment has been successfully processed, VSS automatically posts the relevant financial entries and immediately generates a payment receipt. This receipt can be provided to the customer via email or the Customer Portal, reducing the need for manual follow-up work in the back office.

The Digital Payment Transaction Monitor provides transparency into ongoing and completed transactions. Finance teams can check payment statuses, re-initiate processes as needed, and retrieve receipts, while external payment service providers can be seamlessly integrated.

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Increase of Site Productivity
0%
Increase of the Location NPS
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Increase of Upselling Revenue Through Faster Approval and Payment

KPIs & Reports

KPIs & Reports provides transparency into the workshop’s performance and utilization. Predefined metrics and reports in SAP Analytics Cloud combine operational data from VSS to generate insightful analyses. This enables managers to identify trends early on, compare locations, and pinpoint opportunities for optimization.

Key performance indicators such as productivity, efficiency, effectiveness, and variances between planned and actual results make it possible to measure the workshop’s performance. This provides managers with a solid foundation for evaluating operational performance and implementing targeted improvement measures.

Reports combine historical and current data and can take future developments into account. This allows trends, deviations, and potential bottlenecks to be identified early on, before they affect the workshop’s productivity or capacity utilization.

Analyses by employee, product, category, customer segment, and other criteria reveal where performance gaps arise. This enables workshop managers to identify specific areas for improvement and prioritize actions where they will have the greatest impact.

Key metrics can be filtered and compared by location, service type, or time period, for example. Planned and actual values can be compared directly, making differences between repair shops or time periods quickly visible and easy to understand.

Visualization via SAP Analytics Cloud makes complex operational data easier to understand and immediately actionable. This provides management and workshop supervisors with a reliable basis for decision-making regarding capacity planning, performance management, and continuous process improvement.

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Increase of Employee Engagement
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Increase of Site Productivity

proaxia VSS Offers More Than Just Service

Discover how proaxia VSS integrates sales and leasing into end-to-end, SAP-based processes. Learn more about VSS features, or speak directly with our experts about how VSS can support your specific business processes.

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