Support field service from every angle with optimized workforce scheduling and mobile apps
Enable and manage comprehensive field service processes, including call taking, service order planning, resource scheduling, on-site service execution, and billing – all with field service management software from SAP. Automate your processes and leverage optimized scheduling functions to make the best use of your resources and meet service-level agreements. Offer your field engineers mobile access to information to increase productivity and data quality.
Learn how this UK firm is enhancing customer service and performance while reducing cost. With SAP Hybris software they are able to maintain data connectivity quickly and securely so its workforce can get all the info it needs while out in the field.
CareFusion is dedicated to improving hospital care and patient outcomes. This means improving the efficiency and effectiveness of field service technicians by giving them a 360-degree view of operations, with the SAP CRM Service Manager mobile app.
Solve customer issues in one interaction with service request management
Provide your contact center agents and customers with a unified agent experience across all interaction channels with multichannel service request management from SAP Hybris software. With SAP solutions you can:
Maximize agent efficiency by capturing complete conversation history in a single location
Apply categorization, routing, SLAs, workflow, approval, and escalation rules to requests
Use data to make sure service requests are always handled by the right person with the right resolution
Deploy the right resource to complete service orders on the first visit while minimizing travel costs
Operate your service organization at maximum efficiency across forecasting, planning, execution, and analysis – minimizing travel time and increasing capacity usage with help from SAP Hybris software for resource scheduling and dispatch. Help ensure that service orders are addressed and solved on the first visit by deploying the right resource with the right equipment and materials. Allow for real-time field issues such as traffic, emergency orders, and cancellations with advanced forecasting.
Empower field service engineers with real-time access to customer information
Provide your field service technicians the essential functions for resolving issues on the first visit and meeting service-level agreements – with SAP software the enhances mobile service order execution. Confirm and complete service orders in real time. Grant your field engineers mobile access to all relevant information, spare parts, and tools needed for on-site service execution – helping them improve overall service productivity and data accuracy while reducing billing cycle time.
Optimize asset performance with proactive and predictive business insights
Monitor asset conditions, predict machine health, and proactively deliver parts. Our solutions for predictive business processes can help you provide efficient service management and execution in these and other ways:
Increase your first time fix rates and customer satisfaction
Harness the Internet of Things (IoT) into proactive service execution
Reduce costly breakdowns and bring service management efficiency to a new level
Gain real-time insight into service performance with powerful analytics and intuitive dashboards
Capture a true measure of customer service performance with cloud-based analytics software from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports to evaluate response times, average handling times, service priorities, and escalation trends. Our customer service analytics software also lets your service representatives and managers create their own operational reports, dashboards, and KPIs using intuitive wizards.
Secure long-term relations with customers for higher recurring service revenue
Manage your entire service contract lifecycle, including offers, service agreements and plans, contract-change processes, service-level management, and usage-based contracts – with SAP software that enhances service contract management capabilities. Provide confirmations and billing scenarios. Support full profitability tracking and consistency between contract management and financial reporting through integrated accounting and revenue recognition.
Grant field service technicians access to video instruction to help ensure issue resolution on the first visit
Provide on-site, digital instruction that contributes to increased first-visit resolution – with help from SAP software for visual knowledge support. Give your field service professionals the visual instruction they need for safety and repair steps. Employ visual knowledge support to make repairs more efficient and complete.
Help ensure first-contact issue resolution with efficient knowledge access
Increase productivity with knowledge management software from SAP Hybris that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics.
Five Clever Ways to Deliver Effortless Customer Service
Minimize the effort that it takes for a customer to get his or her question answered and resolved. Focus on understanding the customer channel preference, the journey the customer takes across channels, and measure the success of customer interactions.
Need a robust CRM solution for a small team? SAP Digital CRM is for you. Try it for free today. Then after 30 days, choose to continue with a $23 per user per month. It offers robust, enterprise-grade capabilities, it's flexible and scales with your business.
SAP CRM Service Management Rapid-Deployment Solution
Get full service-center support for field service planning, execution, and confirmation in one powerful package. SAP CRM Service Management rapid-deployment solution helps you accelerate both implementation and time to value.
Reimagine the way you do business with SAP Digital Business Services
Businesses everywhere are transforming into digital enterprises – but it’s not always that easy. SAP Digital Business Services can help guide your transformation journey every step of the way, from strategy to technology implementation and beyond.
Our experts take a holistic approach, helping you identify and implement new processes and capabilities while ensuring your operations continue to run smoothly. We’ll work to make sure your SAP software delivers ongoing, unsurpassed value as you address the evolving demands of the digital economy.
Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.