Build first-class field service operations and foster close customer relationships
Read how you can you can optimize field service operations, empower managers, technicians, and dispatchers, and enhance customer experiences with SAP Field Service and Asset Management. Изтегли документа2 | 9
Enhanced efficiency and increased customer loyalty
Top-performing field service organizations move with speed, flexibility, and agility to meet increasing
customer expectations for high asset availability and performance. New service models continue to rise
and manufacturers and service providers strive for higher profits by fostering servitization. By optimizing
field service operations and helping customers keep equipment up and running, you can build trust
and long-lasting relationships.
Improving the efficiency and effectiveness of field service
operations and enhancing customer experiences depend
on streamlined and automated processes, smooth data flow,
and increased transparency. By connecting, coordinating,
and standardizing field service procedures with built-in
artificial intelligence (AI) and then tapping into advanced
analytics and other functionality, you can respond to
customer queries and questions—quickly and accurately.
You can speed resolution of issues while keeping costs
down and improving productivity and results. Do more
with less, deliver on customer expectations, and lay the
foundation for new service offerings and outcome-based
business models that drive revenues and loyalty.
SolutionObjectives Quick factsBenefits
Enhanced efficiency and increased customer loyalty
Top-performing field service organizations move with speed, flexibility, and agility to meet increasing
customer expectations for high asset availability and performance. New service models continue to rise
and manufacturers and service providers strive for higher profits by fostering servitization. By optimizing
field service operations and helping customers keep equipment up and running, you can build trust
and long-lasting relationships.
Improving the efficiency and effectiveness of field service
operations and enhancing customer experiences depend
on streamlined and automated processes, smooth data flow,
and increased transparency. By connecting, coordinating,
and standardizing field service procedures with built-in
artificial intelligence (AI) and then tapping into advanced
analytics and other functionality, you can respond to
customer queries and questions—quickly and accurately.
You can speed resolution of issues while keeping costs
down and improving productivity and results. Do more
with less, deliver on customer expectations, and lay the
foundation for new service offerings and outcome-based
business models that drive revenues and loyalty.
SolutionObjectives Quick factsBenefits
3 | 9
The SAP Field Service and Asset Management solution
connects and enables operations while simplifying and
automating processes, helping to accelerate execution,
improve the productivity of service teams, and control
costs. With it, you can enhance customer experiences
and bolster loyalty by solving issues more quickly and
effectively.
Using this solution, field service leaders, managers, and
stakeholders can make decisions based on real-time
insights, gain visibility of field service operations, and take
advantage of advanced analytical dashboards. You can
reduce field service costs and support cross-selling and
upselling while improving customer satisfaction and
reducing churn through speedy, transparent resolutions
and service processes.
Field service technicians get assignment information in
advance so they are better prepared. Flexible mobile
tools—including knowledge bases, guided procedures,
and checklists—help solve issues on the first visit while
reducing time spent on administrative tasks. While on-site,
technicians can collect relevant information about the
assignment, get customer signatures, sync information and
back-office processes within minutes for more-accurate
invoicing, and capture sales leads and opportunities.
Comprehensive support for your field service operations
SolutionObjectives Quick factsBenefits
The SAP Field Service and Asset Management solution
connects and enables operations while simplifying and
automating processes, helping to accelerate execution,
improve the productivity of service teams, and control
costs. With it, you can enhance customer experiences
and bolster loyalty by solving issues more quickly and
effectively.
Using this solution, field service leaders, managers, and
stakeholders can make decisions based on real-time
insights, gain visibility of field service operations, and take
advantage of advanced analytical dashboards. You can
reduce field service costs and support cross-selling and
upselling while improving customer satisfaction and
reducing churn through speedy, transparent resolutions
and service processes.
Field service technicians get assignment information in
advance so they are better prepared. Flexible mobile
tools—including knowledge bases, guided procedures,
and checklists—help solve issues on the first visit while
reducing time spent on administrative tasks. While on-site,
technicians can collect relevant information about the
assignment, get customer signatures, sync information and
back-office processes within minutes for more-accurate
invoicing, and capture sales leads and opportunities.
Comprehensive support for your field service operations
SolutionObjectives Quick factsBenefits
4 | 9
Optimized route planning and integrated service processes
allow engineers and technicians to spend more time with
customers and less time on travel, increasing employee
satisfaction and productivity.
Dispatchers can assign service calls to the technicians
with the right skills to help ensure appropriate and timely
resolutions. Intuitive planning and AI optimization tools
help match technicians to tasks based on skills, availability,
and location. You can choose from manual, AI-assisted, and
fully automated planning options to optimize field service
scheduling and dispatching. You can also add information
to service calls—such as pictures of equipment, spare-parts
information, and checklists—to help ensure that necessary
steps are followed and required information is gathered.
In addition, managers can check and approve time, materials,
and mileage expenses before invoicing and reporting.
AI optimization tools provide more confidence in the scheduling process,
enabling dispatchers to allocate resources more efficiently and
support smooth operations.
SolutionObjectives Quick factsBenefits
Optimized route planning and integrated service processes
allow engineers and technicians to spend more time with
customers and less time on travel, increasing employee
satisfaction and productivity.
Dispatchers can assign service calls to the technicians
with the right skills to help ensure appropriate and timely
resolutions. Intuitive planning and AI optimization tools
help match technicians to tasks based on skills, availability,
and location. You can choose from manual, AI-assisted, and
fully automated planning options to optimize field service
scheduling and dispatching. You can also add information
to service calls—such as pictures of equipment, spare-parts
information, and checklists—to help ensure that necessary
steps are followed and required information is gathered.
In addition, managers can check and approve time, materials,
and mileage expenses before invoicing and reporting.
AI optimization tools provide more confidence in the scheduling process,
enabling dispatchers to allocate resources more efficiently and
support smooth operations.
SolutionObjectives Quick factsBenefits
5 | 9
Native integration with the SAP ERP application and
SAP S/4HANA enables smooth data flow to and from field
service processes and back-office processes. SAP Field
Service and Asset Management helps improve technician
productivity and efficiency, streamline invoicing and sales
activities, and enhance process transparency and customer
service efforts. Service technicians can access the information
they need about customers and equipment from the field.
Data, including time, materials, and mileage costs, is auto-
matically transferred to back-office functions to be used
for billing, reporting, and quality assurance.
AI functionality helps optimize scheduling, planning, and
dispatching. The solution can suggest technicians to match
with assignments based on set criteria—or it can automate
the selection process. Automatic route planning minimizes
driving times for each technician and assignment.
Internet of Things (IoT) capabilities and sensor data enable
you to detect issues early, provide proactive and preventive
maintenance, and reduce intervention and travel costs—
while increasing customer satisfaction and reducing
downtime.
Our business network helps you profit from many possible
extensions on top of the field service management solution.
For example, you can integrate an augmented reality
remote support solution and empower your technicians
to collaborate virtually.
Service management support and intelligent technology
SolutionObjectives Quick factsBenefits
Native integration with the SAP ERP application and
SAP S/4HANA enables smooth data flow to and from field
service processes and back-office processes. SAP Field
Service and Asset Management helps improve technician
productivity and efficiency, streamline invoicing and sales
activities, and enhance process transparency and customer
service efforts. Service technicians can access the information
they need about customers and equipment from the field.
Data, including time, materials, and mileage costs, is auto-
matically transferred to back-office functions to be used
for billing, reporting, and quality assurance.
AI functionality helps optimize scheduling, planning, and
dispatching. The solution can suggest technicians to match
with assignments based on set criteria—or it can automate
the selection process. Automatic route planning minimizes
driving times for each technician and assignment.
Internet of Things (IoT) capabilities and sensor data enable
you to detect issues early, provide proactive and preventive
maintenance, and reduce intervention and travel costs—
while increasing customer satisfaction and reducing
downtime.
Our business network helps you profit from many possible
extensions on top of the field service management solution.
For example, you can integrate an augmented reality
remote support solution and empower your technicians
to collaborate virtually.
Service management support and intelligent technology
SolutionObjectives Quick factsBenefits