SAP FSM is a cloud solution that streamlines the entire Field Service Management process, from customer contact to the handling of service assignments in the field. By using SAP FSM, you can increase efficiency, offer the right customer experience for the service being provided, and give your technicians maximum support in the field with all the necessary information.
Your intake process can take place in an external system, in SAP FSM, but also by enabling the customer to make his or her appointments via the FSM customer portal. After the intake of the service appointment, the customer can be updated on the process at any time, which increases customer loyalty.
The planning board automatically and semi-automatically lands the service assignment with the right technician based on skills and travel time. In addition, the intuitive drag-and-drop interface can be used to schedule assignments. The use of the map and real-time location ensures that, for example, scheduling faults in the short term are always handled correctly. If your capacity in terms of employees is insufficient, the crowd workforce module can be used to seamlessly outsource the work.
The native SAP FSM app, which is also available offline, makes the necessary information available to the technician and thus increases the first-time fix rate. The technician can view the necessary information and attachments and add them where necessary. Flexible checklists can be run through to properly obtain the required information and then have the customer sign off on their work order. In this way, the technician has all the necessary information required to handle the service correctly the first time.
Due to the standard adapters for integration with SAP ECC and S/4 HANA, SAP FSM can easily be used to expand your service processes with the FSM functionalities. In addition, SAP FSM can also be used as a standalone or by integrating it with other backends.