The efficient digital solution for managing field operations: from planning to execution.

What is Field Service Management ?

SAP Field Service Management is a cloud-based tool designed to facilitate the work of every player involved in the customer service process in the field. The tool can be connected to SAP ERP or any other ERP system, and enables all stages of the service cycle to be carried out in an integrated way: from the customer’s request for service to its completion.

Such a solution meets today’s challenges in terms of efficiency, meeting customer requirements, streamlining data capture and analysis of current and past performance.

FSM features

Work planning and distribution :

This brick enables the planner to analyze the needs for interventions to be carried out on customer sites by employees/technicians coming from the ERP. Tools are provided to help the planner in his daily work, such as the map view displaying customer locations. There are three planning methods for matching planning needs and constraints with the right resources:

Manual planning : the planner drags and drops the intervention on the chosen collaborator, the system potentially displays warnings.

Assisted planning : algorithm for matching employees with planning constraints : availability, distance, skills…

Automated planning : Complete algorithm customized to your business rules to perform iterative automatic planning that meets planning constraints and enables optimization of employee routes (nearest, fastest).

Once the planning is complete, the assignments are sent to the employees concerned on their mobile devices.

Mobility management :

This is a major step forward, as it makes a standard application available on a smartphone or tablet, synchronizing the information required by the employee to work throughout the day with peace of mind. Employees can work even without an Internet connection. Data will be synchronized with the ERP system as soon as the employee is connected again. The main functionalities are :

• Diary management
  • Navigation to service location: customer or equipment location.
  • Display of details of interventions to be carried out
  • Display of details of basic data
  • Display of spare parts stocks in the employee’s truck
  • Data entry of the intervention process : step-by-step guide to enable the operator to carry out the appropriate tasks, check what is required and gather information useful for the equipment’s life cycle.
  • Capture of time spent : travel time, actual intervention time
  • Capture of expenses
  • Confirmation of parts used
    • Customer signature on intervention report

Detailed information on the assignment to be carried out by the collaborator :

Time confirmation by the employee, information from the questionnaire and customer signature:

Customer portal:

A web link is provided to facilitate communication with your end customers. The end customer can autonomously..:

• Create service requests by scanning the equipment’s QR code or via a button. The customer describes the problem, enabling the planner to find the best solution.
• Display equipment information: equipment information + current service requests for this equipment
• Display the latest updates on interventions at home

Collaborate with service partners: 

This module connects to service providers that the company wishes to call on because, for example, in-house staff are all busy, or for a particular skill not present in the company.

In this way, you can define and validate the service providers you wish to call upon. When a service request is sent via FSM, the service provider receives the relevant information, and can approve or reject the request. Once validated, the service provider carries out the same tasks as an employee.

The benefits of SAP Field Service Management

SAP Field Service Management enables you to manage the end-to-end customer service process to build customer loyalty and deliver a professional customer experience.

Some of the objectives of this tool are :

• Increase the performance of customer equipment, leverage IoT (Internet of Things) to continuously monitor equipment, perform preventive maintenance.
• Helping mobile workers with mobile technology
• Respect SLAs (contractual service level agreements)
• More transparent and faster invoicing of interventions
• Spare parts planning and optimization
• Managing environmental risks and safety at work

The user experience by the various players allows to be responsive, to have a fluid process, paperless and places the customer at the heart of the process.