Intelligent Service Management

Streamlining Comprehensive Customer Service to Field Service

SAP announces the next evolution in delivering comprehensive service processes by enabling agents to take customer requests with the new SAP Service Cloud, agent console, review customer timelines and trigger service processes in SAP S/4HANA, and dispatch and complete mobile execution in the SAP Field Service Management solution. With a new integrated solution SAP delivers streamlined capabilities across customer service to field service processes, minimizing integration complexities and avoiding the overhead of unnecessary data duplication and its associated challenges.

By integrating these capabilities, SAP enables organizations to make it easier for customers to connect through SAP Service Cloud and empowers agents to quickly understand entitlements and customer history. This integrated solution delivers transparency and optimizes customer interactions, from service planning to service back-office transactions, as well as resource scheduling, dispatching of field technicians, service execution, and debriefing.

Within SAP S/4HANA, organizations can easily manage break-fix service on an ad hoc basis, as well as orchestrate and deliver recurring service models based on service plans and entitlements. The solution also helps with the streamlining of in-house repairs – from logging calls and receiving returned products to dispatching repaired items.

The process integration gives service agents and field service engineers access to back-end capabilities, including customer, asset, and inventory information, enabling the quick resolution of customer issues.

SAP Field Service Management empowers dispatchers and technicians to boost customer satisfaction with AI-powered resource scheduling and access to powerful mobile apps.

This combined solution offering delivers new levels of insight and process efficiency, helping reduce customer churn and increase loyalty with differentiating and personalized customer service. By streamlining the end-to-end processes, organizations can harmonize service processes and increase customer service profitability.