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Resolve customer issues quickly with end-to-end field service management

Improve ROI with fast and effective service delivery.

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.

  • Cloud deployment
  • Customer self-service processes
  • Simplified scheduling and dispatching
  • Real-time analytics and reporting

Key benefits of our Field Service Management software

Improve first-time fix rates

Deploy mobile technology and AI-based recommendations to quickly locate the best technicians and ensure the right parts are available to avoid repeat visits.

Harmonize field service processes

Accelerate service execution by integrating front-office and back-office processes and enabling an effective collaboration, while keeping customers informed.

Cut field service costs and increase revenue

Increase customer satisfaction and revenue by boosting productive time, allocating service teams efficiently, and making decisions based on real-time analytics.

Frequently Asked Questions

What is SAP Field Service Management and how does it empower organizations to improve service efficiency?

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.

How does AI improve Scheduling and Dispatching?

The AI-based scheduling and dispatching tool lets you optimize resource utilization and minimize idle time. Automize your Scheduling process with the use of preconfigured and customizable optimization 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 optimization 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.
How does SAP help my company to overcome the skill shortage in field service?

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. 

Do my technicians need internet connection to be able to work with the mobile solution?

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.

How does SAP Field Service Management integrate with other SAP or third-party solutions?

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.

Analytics & Reporting Dashboards

Real-time field service metrics

  • Make decisions and recognize issues quickly with standardized and customized analytics and reports
  • Observe and analyze key performance indicators that are critical for your tasks and business 
  • Meet the requirements of service level agreements (SLAs)

Mobile and desktop reporting

  • Gain a 360-degree view of your customers, connected products, and service staff – all in a single data hub
  • Access dashboards and graphically enhanced reports on mobile devices, desktops, and offline sources

Individualized reports and invoices

  • Create complete service reports on site
  • Upload invoice reports into ERP software automatically
  • Send invoices to customers automatically from the ERP system

Scheduling and Dispatching

AI-enabled scheduling

  • Prioritize important service calls and manage complex shift schedules 
  • Optimize scheduling, planning, and dispatching in real time with AI-based tools 
  • Customize your planning list and view the information that is important for you 

Transparent scheduling

  • Assign people to the right tasks quickly with intuitive, drag-and-drop tools and AI-enabled automation
  • Schedule multiple work orders simultaneously and know your field technicians’ location and current job status 
  • Avoid unexpected surprises by maximizing information availability and connectivity

Skill management

  • Increase overall productivity by matching job requirements to a technician’s skillset
  • Cut travel time with visibility into available and right-skilled technicians who are close to a service activity
  • Send automated notifications about necessary tools and parts to technicians on their mobile devices

Intelligent Self-Services

Intuitive customer experience

  • Access 24x7 self-services by scanning a QR code or another unique identifier
  • Let your customers schedule an appointment with a service technician guided by an intelligent chatbot
  • Enhance your customers’ self-service experience with a transparent overview of the entire process

Simplified self-services

  • Keep customers informed on when they should expect the service technician with real-time ETAs (estimated time of arrival)
  • Notify your customers and service teams on the progress of their requests
  • Give human service representatives more time to deal with complex inquiries

Connected self-service portal

  • Build attractive, fully branded self-service platforms
  • Make content discoverable from anywhere and at anytime, including equipment records and service requests
  • Connect every equipment or machine across your entire installed based in the cloud, even without Internet of Things technologies

Work Order Management

Work order lifecycle management

  • Track parts at each stage of the work order lifecycle 
  • Gain real-time insight into warehouse and service truck management 
  • Minimize repeat visits by ensuring parts availability

Inventory visibility

  • Manage your inventory data, including parts requests and return material authorizations
  • Locate parts and related costs within your trucks or nearby depots 
  • Reduce disruption by integrating inventory management into your ERP system 

SLAs and reserved materials

  • Optimize preventive maintenance with real-time tracking, monitoring, and forecasting 
  • Give crucial service level agreement (SLA) information to your field service workforce
  • Allow the field service workforce to access customer contracts, SLAs, and warranties

Mobile Applications

Online and offline access

  • Review critical information, such as customer history, parts availability, and process checklists
  • Enable technicians to find the right location with ease by using mapping and GPS tracking
  • Retrieve and adjust service reports remotely, at any time 

Technician-focused design

  • Require little or no learning for end users
  • Provide access to uniform checklists to support consistent response and repair
  • Increase on-site lead generation by connecting field service technicians and sales seamlessly

Workforce safety

  • Give technicians continuous access to relevant environment, health, and safety (EHS) documentation
  • Improve awareness and identify risks on site by creating mitigation actions and security checks
  • Allow technicians to generate feedback related to EHS tools, quality, and site conditions

Knowledge Management

Dynamic smartforms

  • Guide and instruct engineers and technicians based on real-life empirical data, scenarios, and situations 
  • Make customer and product history, user manuals, and video tutorials available and accessible
  • Customize a flexible and adaptable smartform structure for any industry 

Information sharing

  • Connect technologies to an ERP system to collect and access service knowledge and cut training time
  • Boost productivity with standardized processes and visibility into customer needs
  • End return visits and no-shows with better information management and remote support enabled by augmented reality

See how customers are succeeding with SAP Field Service Management

Technical Information

This product is deployed in the cloud and is available as software as a service (SaaS), so you can access your software from any Web browser.

Installation and setup

Follow the setup instructions so you can start running your SAP software quickly and confidently.


Optimize configuration of SAP Field Service Management Software with our comprehensive configuration guide.


Find out how you can seamlessly integrate SAP Field Service Management Software with your existing IT landscape.

See additional products

SAP Service Cloud

Orchestrate seamless service experiences to support customers throughout their entire journey and bridge the gap between front-office and back-office processes.

SAP Crowd Service

Create a pool of skilled service technicians – from partners to customers – to meet customer needs quickly and save costs with a flexible, on-demand network.

SAP Customer Experience solutions

Adopt a next-generation customer experience suite that offers cloud-based intelligent solutions for marketing, commerce, sales, service, and customer data.

Get started with our Field Service Management software

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


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.


Help 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. SAP maintains data center, privacy, and product security standards.

Questions? Get in touch!

*Gartner, Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from SAP.

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