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Achieve more efficient processing of customer inquiries with comprehensive field service management
SAP Field Service Management: Service is playing an increasingly important role in every industry. SAP Field Service Management is the ideal tool not only to meet the service requirements of your customers, but also to support your field service team. The tool allows you to completely digitize your service assignments, from planning to execution and follow-up. Say goodbye to confusing paperwork and illegible service reports!
Do you want to meet your customers’ service requirements and support your field service team? We would be happy to show you how SAP Field Service Management can support you. Please feel free to contact us directly.
Dispatchers are often faced with the almost impossible task of keeping track of their technicians, their schedules and the spare parts in the technician vehicle. With SAP Field Service Management, you can maintain an overview. You can easily schedule upcoming assignments graphically and have all the information about your field service technicians in one place, from scheduling to qualifications.
Planning is simplified by a skills matrix. In addition, the processing status can be displayed and viewed on the planning board with symbols and color changes. The solution is rounded off with route optimization and an AI-based semi-automatic or fully automatic scheduling option.
The increasing digitalization of not only sales but also manufacturing processes requires intelligent and uncomplicated solutions. SAP Field Service Management can be seamlessly integrated into your existing IT landscape. Be it SAP Service Cloud, SAP Sales Cloud, SAP S/4HANA, SAP S/4HANA Cloud, SAP ERP 6.0 oder SAP Business One.
The more complicated the machines become, the more important it is to be able to process service orders as easily and efficiently as possible. Thanks to the mobile app for technicians, all necessary information is immediately available to the employee – even with poor reception thanks to offline capability. With digital checklists, the digital recording of services rendered, spare parts installed or the distance traveled, handwritten service reports are no longer necessary.
Thanks to the digitalization of the entire service process, rework in the back office is done quickly. With the API and interfaces of SAP Field Service Management, you can transfer the recorded data, such as services, materials and expenses, quickly and efficiently to the backend systems. They can then be invoiced to the customer without manual input. Service reports and attachments can also be viewed immediately. The interaction between the ERP system, scheduling and service working speeds up the entire service process without ever having to pick up a pen.
Transparency is also required in the service area in order to increase customer satisfaction and thus strengthen customer loyalty. With the self-service function of SAP Field Service Management, you give your customers the opportunity to digitally record problems or service requests. Using a QR code scan on a mobile device or a web interface on a PC, your customers can record their request directly on a device and view the real-time status of the current service. In addition, the portal also allows past assignments and, for example, the service report to be viewed and downloaded. By displaying the processing status of the current assignment via the planning and, for example, the arrival of the technician, you increase transparency, the service level and the quality of your planning for your customers.
The scheduling and distribution of service partners is often even more complex, but SAP Field Service Management also offers a solution that allows you to integrate your service partners into this entire system. Your supplier is given their own access, including their own planning board, to schedule their own technicians. You simply hand over the service assignment to your partner, who processes the planning and on-site processing using the same software with the same benefits, such as historical data, master data, etc. The feedback on the work performed is also exactly the same. This means there is no media discontinuity and the information remains collected in one system.
The integrated FSM solution enables us to guarantee the highest quality of service even under deadline pressure. In addition to technician acceptance and even greater customer satisfaction, we have achieved improved digitalization of our company.
Watch the video on the use of SAP Field Service Management now to find out how you can stand out from the competition with exceptional service or contact us directly. We would also be happy to show you SAP Field Service Management in a live demo.
SAP Field Service Management (FSM for short) is a tool for technician scheduling and resource planning. It supports you in the efficient planning of technicians, vehicles, materials and tools throughout the entire process.
With SAP Field Service Management, technicians not only have all the information for their service call directly in their pocket or on their mobile device, but can also process the service report completely digitally and almost entirely offline. This saves them the time of filling out the service report by hand, scanning it in and feeding it into the system for further processing.
In SAP Field Service Management, dispatchers have an overview of all information about their technicians, from qualifications to their planned appointments. The service assignments themselves can also be displayed in color on a planning board based on their processing status. This simplifies the planning of service assignments and, if desired, can even be carried out semi-automatically or fully automatically by an AI in FSM.
SAP Field Service Management is a tool for technician and deployment planning. SAP Service Cloud, on the other hand, is a ticket management system that combines all communication channels from telephone to social media in one system, making it easier to process and evaluate service tickets.
SAP Field Service Management is part of SAP Customer Experience, which includes other solutions for marketing, sales and service. As these solutions are optimally connected to each other, integration with the SAP service solution is recommended. It is also possible to integrate SAP Field Service Management into an ERP system, whereby a connection to the SAP Service Cloud is also recommended here. SAP offers a standardized out-of-the-box integration suite for connecting FSM, ticketing and the SAP backend (ERP or S/4) to map your E2E processes and optimize ticket-to-cash processing times.
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