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Field Service Management Solutions

Support field service from every angle with optimised 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 optimised 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.

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Solution Capabilities

Included Capabilities

Service Request Management

Solve customer issues in one interaction with service request management

Provide your contact centre 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:

  • Maximise 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

SAP Hybris Cloud for Customer

Resource Scheduling and Dispatch

Deploy the right resource to complete service orders on the first visit while minimising travel costs

Operate your service organisation at maximum efficiency across forecasting, planning, execution, and analysis – minimising 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.

Learn about SAP Hybris Cloud for Service

Mobile Service Execution

Support the personal attention your customers want with always-on mobile service execution

  • Empower service reps to have informed, in-person interactions with customers by giving them on-the-go service tools
  • Help reps create and process service requests quickly with mobile access to relevant customer information
  • Improve the quality of rep-to-customer interactions through mobile service requests, knowledge access, and expert collaboration

SAP Hybris Cloud for Customer

Machine-to-Machine Automated Ticketing

Optimise 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
Customer Service Analytics

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.

Learn about SAP Hybris Cloud for Service


Service Collaboration

Have experts collaborate to solve customer issues and inform service teams

Help customer service and support teams strategize, solve problems, and drive action for customers through social media. Our service collaboration solutions can help:
  • Unite people, data, processes, and content to transform teamwork into results
  • Expedite customer support issues and services requests
  • Find experts to improve responsiveness to customer needs
  • Increase customer satisfaction, strengthen direct engagement, and build more solid relationships to help ensure ongoing success

SAP Jam Collaboration

Service Contract Management

Achieving sustainable, long-term profitability by managing the entire lifecycle of service contracts

With SAP software, service and contact centre executives can manage service contracts better to meet customers' expectations and drive revenue. Service organisation can achieve consistent compliance with service-level agreements by automating the verification of entitlements. By offering customised service packages that cover parts, labour, and usage, agents can drive new revenue streams while developing lasting customer relationships. Plus, service leakage can be eliminated by alerting agents when a customer has a contract that is approaching its expiration date. And for the business, this translates into long-term growth that is sustainable and profit

Visual Knowledge Support

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.

SAP 3D Visual Enterprise

Knowledge Management

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.

Billing and Payment Management

Integrated financial data for accurate billing and revenue reporting

SAP software pulls together financial data from various sources to enable accurate, timely billing of services and tracking of service revenue. This makes it possible for finance to quickly generate and track bills and invoices for services the company provides and hires. By gaining insight into accurate cost information and minimising invoicing delays, service operations can make better decisions that impact the bottom line.


Five Clever Ways to Deliver Effortless Customer Service

Minimise 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.

Have a small team?

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. 


Quickly adopt and maintain SAP solutions

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.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.


Transforming field service

Field organisations are transforming their thinking to begin to identify how they can support better resolution rates and improve revenue opportunities with current resources.

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