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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.

Details

Gebruikers

  •  Planners, customers, intake employees, executive employees or subcontractors

Voordelen

  • Simple intake process that is also available 24/7 for customers via a customer portal
  • Enhances customer experience by keeping your customer updated on their requested service
  • Intuitive user interface for overview by the planner
  • Optimal planning, taking into account skills and travel time, among other things
  • The correct information is available at all times to the technician who is performing the service
  • Flexible inspection lists to obtain the correct feedback from the field based on, for example, the asset to which the service is provided
  • Easily outsource work by means of the crowd workforce module

More info?

Also watch the webinar SAP FSM
“Get started with SAP Field Service Management within a few weeks”

See also the FSM360 Solution Package

Screenshots

Want to know what SAP Field Service Management (FSM) can do for your organization?

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