Field Service Order Management

Field Service Order Management

This Business Scenario Map shows how a company can manage the delivery of services to its customers by field service technicians using mobile devices. Field service technicians can manage their daily work, including viewing, accepting or rejecting assignments allocated to them, registering products customers have purchased, and reporting work completed including working time, travel time and spare parts used. Information about customers is readily available, including information about their installations & assets, existing service contracts and customer service history. Technicians can also use their mobile device to record attendance and absences.
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Business Benefits
Improve customer satisfaction by meeting all customer commitments
Improve service quality and customer satisfaction through the dissemination of knowledge and best practices
Speed up the time to resolution and ensure consistency of service
Increase revenue through accurate, consistent service billing and insight into customer entitlements
Enhance collaboration between the Interaction Center, service operations and field service technicians
Turn ‘cost centers‘ into ‘profit centers‘ with service cross and up sell offerings
Customer
Customer Service Organization
Field Service Organization
Report problem (via phone, Internet, e-mail)
Receive on-site service
Receive invoice for performed service
Create service request
Assign service requests to field service representative
Update service data
Bill customer and perform analyses
Review and acknowledge assignments and report availability
Check for service contract
Register product
Perform service at customer site
Report completion of assignment
Perform pricing of service confirmation and print report
Initiate sales activities
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Business Benefits
Improve first call or first visit resolution percentage by providing technicians with the information they need
Technicians have immediate access to customer configuration information enabling them to provide more personalized and consistent service
 

Field Service Order Management

Your customer reports a problem via the vendor's Web site (Internet Customer Self Service) or by calling the vendor's support center (Interaction Center).

For problems reported by phone or e-mail, the contact center agent or customer service representative creates a service request containing details of the service to be rendered, such as location, special instructions or materials needed. When customers report problems via the vendor's website, they create requests themselves, and details of the service simply need to be added in the customer service organization.

The resource planner of your Customer Service Organization checks the calendars of service employees and allocates new assignments based on their availability, proximity to the customer location, and so on.

In your Field Service Organization, the field service representative checks his or her assignments for a particular time period. He or she updates the resource planner by accepting an assignment, reporting the status on the assignment, such as "on site", or rejecting the assignment. The representative can also report his or her availability. If the representative is working with his handheld, the resource planner sees the availability and the status of the assignments as soon as the representative has synchronized his or her handheld with the CRM system.

The field service representative has all necessary account, contact and product information available. He or she checks if the customer's malfunctioning object is covered by a service contract and solves the problem at the customer site.

If your field service representative has changed an existing object or installed a new product, he or she can adjust the information about the installed base and the individual object in the system while being in an offline mode.

During his assignment, the service representative/engineer can use his handheld device to look up the details of his assignment.

After this part of the process, the customer receives the on-site service.

On your side, the service representative or engineer sets the status of the assignment to "Completed" and records the time spent on the assignment and the materials used. He can also enter technical details and notes, if required. If the representative is working with his handheld, the resource planner sees that he has finished the job once the representative has synchronized data.

After capturing all confirmation data, your field service representative performs pricing of the confirmation and order data. He or she can print a receipt for the customer including the most important data on the service activities performed.

After your field service representative has synchronized the data, your customer service manager checks and approves the confirmation data and decides which costs should be billed to the customer.

Your customer service manager triggers billing of the customer and performs analyses of the complete service order processing cycle.

Now your customer receives an invoice for payment.

In addition to service-related functions, your representative can use sales-related functions on his or her handheld device, for example opportunity management, sales order management to perform sales activities while at the customer site.

 

(*This scenario is written from the perspective of you as the owner of a field service organization)

 

This business scenario is supported as of SAP CRM Release 4.0.