SAP Field Service Management

Achieve efficient and sustainable field service operations with AI-assisted insights, advanced scheduling, and optimised workforce management.
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What is SAP Field Service Management?

Field service management software from SAP is a comprehensive, AI-enabled cloud solution that provides tools for scheduling, dispatching, and tracking field technicians, letting you resolve customer issues faster.

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With powerful field service software from SAP, you can connect processes and data to make better decisions that minimise risks while reducing costs.

  • Improve first-time fix rates with mobile technology and AI-based recommendations to find the right technician for the job and confirm parts availability

  • Accelerate service execution and keep customers informed with integrated processes and intuitive technician collaboration

  • Increase satisfaction and cut field service costs by boosting productive time, streamlining dispatch, and making timely decisions based on real-time data

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Transforming field services with AI-infused digitalisation

Learn the benefits of embedding intelligent technologies and automation into core field service management processes.

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Key benefits

Improve scheduling and dispatching

Optimise the scheduling and dispatching of field technicians to ensure the right technician is assigned to the right job at the right time, reducing downtime and increasing efficiency.

Optimise routes

Use AI and advanced algorithms to chart efficient routes for field technicians, predicting traffic patterns and job duration to minimise travel and maximise the number of appointments.

Manage resources better

Gain insights into resource utilisation, reducing costs and preventing resource shortages by optimising the use of tools, equipment, and inventory.

Key features

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AI-based schedule optimisation

  • Predictive scheduling for job length and traffic

  • Best matching technician

  • No-code policy designer

  • Appointment booking API

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Mobile workforce enablement

  • Native offline-first applications

  • Guided workflow and intuitive smart forms

  • Location tracking and time recording

  • Service confirmation and reporting

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Crowd services

  • Crowd marketplace

  • Partner portal

  • Optimised scheduling and offline mobile app

  • Integrated procurement

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Explore more service management software

Connect every customer touchpoint and deliver a unified service resolution with SAP solutions for your industry.

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See how customers are succeeding with SAP

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See what analysts are saying about SAP

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Leading the market for field service management

Read this IDC MarketScape report and learn why IDC puts SAP in the 2023-2024 Leaders category for field service management.

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Using service to generate greater value

Read why IDC names SAP a Leader in service life-cycle management based on scalability, flexibility, integration, and more.

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Frequently asked questions

Field service management software is used in various industries by businesses that rely on streamlined management of their off-site operations. Such software typically supports customer service, maintenance, installations, and repairs. Sectors like utilities, industrial manufacturing, high-tech, telecommunications, and construction depend on field service management software for efficient scheduling, real-time communication, and optimised task allocation. This software enhances operational productivity and customer satisfaction across different industries.

Field service management software is essential for effective coordination of mobile teams and tasks. It optimises scheduling, communication, and resource allocation, resulting in increased productivity, reduced costs, and improved customer satisfaction through timely and efficient field services.

To streamline field service management, use software that helps you centralise scheduling and dispatch, communicate in real-time, optimise routes, execute tasks, and generate insights with data analytics. These practices enhance operational efficiency and customer service in field operations.

SAP offers field service management solutions, including online/offline applications for mobile service execution with SAP Service and Asset Manager, which integrates with SAP Field Service Management. Third-party applications that integrate with SAP Field Service Management include TeamViewer xAssist and InsightLoop from Coresystems AG.

Crowd service is a pool of certified and trained partners and third-party vendors available to respond to service calls when needed. Crowd service equips your organisation with a sizable and knowledgeable team of technicians – a team that can keep pace with rising customer expectations and enable predictive maintenance models – while ensuring that they are following all your processes, and that the customer is getting as good an experience from them as they are by your employees.

SAP Crowd Service helps your company build its own ecosystem of internal and external experts and technicians, and enables you to increase geographical coverage, provide faster service to the field, and react fast to peaks in service request demands.

 

Thanks to integration to field service management software, external workers get also access to internal company manuals, tutorials, and videos, as well as to customer specifics and device specifics for getting the job done quickly and effectively.

SAP Field Service Management streamlines workforce management for remote teams by offering real-time tracking, mobile access to job details, and automated dispatching. This facilitates coordination and communication, even when teams are dispersed across different locations.

SAP Field Service Management bridges workforce management and supply chain management by synchronising technician schedules with inventory availability. This integration ensures that technicians have the right tools and parts for each job, improving efficiency and customer experience.

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