Field Service Management

SAP Field Service Management

Delivers enhanced service capability from the moment tickets are opened
Organises workforce scheduling for both internal and crowd workforces
Determines best field agent match for each ticket (based on availability, location, skillset etc)
Quickly collects and responds to customer feedback in real-time
Communicates back to customers while they are still engaged

Guides technicians during their work by providing more context when dealing with tickets
Technicians get mobile access focusing only on relevant information including customers, services, products and spare parts
Presents information in a streamlined way, clearly guiding technicians through workflow steps
More efficient location pinpointing and greater visibility (using mapping and GPS tracking)
Mobile checklists ensure you meet environment, health and safety (EHS) standards
Reduced paperwork and smoother information flow by capturing time, material and expenses on mobile device
Capture customer feedback and electronic signatures
Offline functionality allows agents to work effectively even when connectivity is poor

• Centralized overview
• Increased transparency of information
• On-demand analytics
• Problem solving / avoiding issues
• First time right / First time fix
• Right information to take right action
• Easy access to data
• More time with the customers
• Better steering
• Cross-divisional collaboration
• Cross-divisional communication
• Less manual work
• Information handover/distribution
• Less double work
• Qualitative data
• Empowered & involved team
• Customer alignment
• Operational excellence
• Financial strength
• Cross and upsell
• No more spreadsheets and paper forms
• Shorter intake to invoice lead time
• Reduce overtime
• Always the right information
• Central app for service execution
• Build strategy on data
• Process harmonization
• Increased transparency
• Faster reply to customer
• Faster planning
• Improved customer knowledge
• One version of the truth

Consistent service experience: All customer service inquiries are managed using the same interface
Greater personalised service and quicker resolutions: Agents have access to customer profiles, order history and service history
Improved agent satisfaction: intuitive user interface and personalized UX based on business scenario
Boosted agent engagement and reduced attrition rate
Increased revenue: Smart cross-sell and upsell recommendations

Kevin Heard

Head of Digital Supply Chain