Provide an effortless, proactive service experience. The SAP Field Service Management solution empowers technicians to boost customer satisfaction with mobile tools, artificial intelligence (AI), machine learning, and the Internet of Things.
With the cloud-based solution, you can resolve customers issues quickly with end-to-end field service management. The solution is composed of the following features and apps: Planning & dispatching, Mobile apps for your Technicians and Engineers, Smartforms & feedback, Customer self-service, Analytics & Reports.
The AI-based scheduling and dispatching tool lets you optimise resource utilisation and minimise idle time. Automize your Scheduling process with the use of preconfigured and customisable optimisation plugins that are fully tailored to your business. The framework - a set of services that support fully automated planning - works with plugins. In their essence, plugins are containers of planning configurations. Thus, within a plugin, all requirements that are relevant for the planning process are contained as code. This enables customers to programmatically reflect all criteria that are relevant for planning and optimisation of the field service activities, such as (but not limited to):
Distance between the current location of the technician and the planned job
The next available timeslot
Technicians’ skills and requirements of each individual job
Technicians’ familiarity with the customer and the issue at hand.
SAP Field Service Management helps you overcome resource limitations – such as having enough skilled technicians in all locations and at peak times – to help meet dynamic customer demand and expectations. SAP Crowd Service enables you to build a network of service experts, including partners and subcontractors. You can assign service calls based on need, skills, location, and availability, and support external technicians with mobile tools, empowering them to provide professional-level services that facilitate resolution and expand your geographical reach.
Even when there is no connectivity your service technicians have access to all data and can use the solution even when offline and lets you cut resolution times by giving technicians a mobile access to relevant information related to services, products and spare parts.
SAP Field Service Management comes with an out-of-the-box integration possibility to many SAP solutions like S/4HANA, SAP Service Cloud, SAP ECC and SAP CRM 7.0. But you also have the possibility to build and connect own or partner solutions on top of SAP Field Service Management.
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*Gartner, Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019.
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