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Extend your field service workforce with our Crowd Service software

Build a network of skilled service technicians – including partners, customers, and freelancers – on a single AI-enabled platform.

Create a digital marketplace for your contingent workforce with the SAP Crowd Service solution. The AI-based solution sends on-demand requests instantly, relays them through a mobile app, and assigns the right technician.

  • Cloud deployment
  • AI-powered scheduling features with a customisable crowd services platform
  • Integration with the SAP Field Service Management solution 
  • Internal and external mobile access to SAP Field Service Management

Key benefits of SAP's Crowd Service management

Deliver services faster

Improve workforce planning and reduce bottlenecks by helping contingent workers act in real time, when and where maintenance is needed, anywhere and anytime.

Exceed customer expectations

Shorten wait times and meet customer demand for real-time service by dispatching certified technicians who are close to the customer and have the right skills for the job.

Expand geographical coverage

Crowdsource the best talent, reduce the risk of staff shortages, and save costs on recruiting and onboarding by using a flexible, on-demand service network.

Key features of SAP's Crowd Service platform

Collaborative service ecosystem

  • Grow your workforce from your own proven and trusted network of service professionals
  • Ease the onboarding of new partners and certified experts
  • Handle peak times for service requests with proactive and predictive maintenance capabilities enabled by your Internet of Things platform

Skill and qualifications management

  • Give customers the best professional service possible anytime and anywhere
  • Equip technicians with relevant customer information through a field service management mobile app 
  • Provide immediate access to specific equipment information, checklists, and on-demand support

AI-enabled scheduling and technician empowerment

  • Dispatch technicians to service requests in real time and manage tasks until completion
  • Notify service technicians by e-mail or SMS with the information they need to finish a job and offer remote assistance
  • Transmit requests directly from a machine or device to the right service technician

Frequently Asked Questions

What is Crowd Service and how does it integrate with SAP Field Service Management?

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.

How does SAP Crowd Service empower field service organisations to manage their contingent workforce and partners?

SAP Crowd Service helps your company build an own ecosystem of internal and external experts and technicians, and enables you to increase geographical coverage and 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.

What is the pricing model behind SAP Crowd Service?

When you work with external partners like service providers, subcontractors, freelancers or others, your company would like to have flexibility and scalability to be able to digitise your crowd service business processes. Knowing that, we have created a very interesting transactional-based pricing model that will help you to grow your business on a sustainable way. Please reach out to one of our sales representatives to know more about it.

What do I see on the SAP FSM planning board, when dealing with partners on Crowd Service? 

Each partner manager will be displayed on the SAP FSM planning board. Dispatchers can assign job to partner’s manager and the manager will decide if accept the job or not.

Is it mandatory for a Crowd member to use the mobile device for reporting back efforts, mileage, expenses and material for his service call?

Yes, crowd technicians can install FSM mobile application to easily report efforts, mileage, expenses and material.

Build a business case

Explore the benefits of crowd service solutions

Discover how your business can benefit from the gig economy to increase field service agility and improve customer experience.

Tackle the field service talent gap with outsourcing

Find out how your field service organisation can improve customer satisfaction and cut service costs with flexible, extended teams.

Create effortless services experiences in the field

Learn a cost-effective approach to growing your business and winning customers’ hearts by creating “perfect” service moments.

Get Started

Jump-start your implementation and drive ROI by collaborating with industry experts, consultants, and support engineers throughout your journey.

Services

Transform your business quickly and effectively by taking advantage of our holistic service and support plans, expert consulting services, custom application development, proven best practices, and deep industry and technical knowledge.

Support

Get the support you need to keep your SAP solutions running at peak performance with our IT experts and support services, including long-term plans, embedded teams, remote technology support, self-service portal, and innovation strategies.

Security and Compliance

Focus on your business and customer relationships, while knowing that your data is safe and reliable. With a proactive, predictive approach, SAP helps ensure compliance and data security in the cloud and within an on-premise data centre.

Questions? Get in touch!

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