Objectives

SAP Solution Brief
SAP Field Service Management© 2021 SAP SE or an SAP affiliate company. All rights reserved.

Build First-Class Field Service Operations
and Foster Close Customer Relationships

Solution

Benefits

Quick FactsSAP Solution Brief

Objectives

Solution

Benefits

Quick Facts

Enhanced Efficiency and Increased
Customer Loyalty© 2021 SAP SE or an SAP affiliate company. All rights reserved.

Top-performing field service organizations move with speed, flexibility, andagility to meet increasing customer expectations for high asset availabilityand performance. New service models continue to rise, and manufacturers andservice providers strive for higher profits by fostering servitization. By optimizing
field service operations and helping customers keep equipment up and running,
you can build trust and long-lasting relationships.
Improving the efficiency and effectiveness offield service operations and enhancing customer
experiences depend on streamlined and automated processes, smooth data flow, andincreased transparency. By connecting, coordinating, and standardizing field service procedures
and information and then tapping into advanced
analytics and functionality, including artificial

Enhanced Efficiency and Increased
Customer Loyalty

intelligence, you can respond to customer queries
and questions – quickly and accurately. You canspeed resolution of issues while keeping costs
down and improving productivity and results. Do
more with less, deliver on customer expectations,and lay the foundation for new service offeringsand outcome-based business models that drive
revenues and loyalty.

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Objectives

Solution

Benefits

Quick Facts

Comprehensive Support for Your
Field Service Operations© 2021 SAP SE or an SAP affiliate company. All rights reserved.

The SAP® Field Service Management solution
connects and enables operations while simplifying
and automating processes, helping to accelerate
execution, improve the productivity of service
teams, and control costs. With it, you can enhancecustomer experiences and bolster loyalty bysolving issues more quickly and effectively.
With this solution, field service leaders, managers,
and stakeholders can make decisions based onreal-time insights, gain visibility of field service
operations, and take advantage of advanced analytical dashboards. You can reduce field service costs
and support cross-selling and up-selling while
improving customer satisfaction and reducing
churn through speedy, transparent resolutions
and service processes.

Field service technicians get assignment information in advance, so they are better prepared.
Flexible mobile tools, including knowledge bases,
guided procedures, and checklists, help solve
issues on the first visit while reducing time spenton administrative tasks. While on-site, technicians
can collect relevant information about the assignment, get customer signatures, sync information
and back-office processes within minutes for
more-accurate invoicing, and capture sales leads
and opportunities.

Comprehensive Support for Your
Field Service Operations
End-to-End Service Management
Support and Intelligent Technology
Improving Productivity and LoweringYour Carbon Footprint
Revealing Insights and Improved
Customer Experiences

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SAP Solution BriefObjectives© 2021 SAP SE or an SAP affiliate company. All rights reserved.

Optimized route planning and integrated service
processes allow engineers and technicians tospend more time with customers and less timeon travel, increasing employee satisfaction andproductivity.
Dispatchers can assign service calls to the technicians with the right skills to help ensure appropriate
and timely resolutions. Intuitive planning and arti­
ficial intelligence optimization tools help match
technicians to tasks based on skills, availability,and location. You can choose from manual, artificial

Solution

Benefits

Quick Facts

intelligence–assisted, and fully automated planning
options to optimize field service scheduling anddispatching. You can add information to service
calls – such as pictures of equipment, spare-partsinformation, and checklists – to help ensure thatnecessary steps are followed and required information is gathered.
In addition, managers can check and approvetime, materials, and mileage expenses before
invoicing and reporting.

Comprehensive Support for Your
Field Service Operations
End-to-End Service Management
Support and Intelligent Technology
Improving Productivity and LoweringYour Carbon Footprint
Revealing Insights and Improved
Customer Experiences

Online and offline mobile capabilities give field
workers access to functionality and data at
any time and place.
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Objectives

Solution

Benefits

Quick Facts© 2021 SAP SE or an SAP affiliate company. All rights reserved.

End-to-End Service Management
Support and Intelligent Technology
Native integration with the SAP ERP applicationand SAP S/4HANA® enables smooth data flow toand from field service processes and back-officeprocesses. SAP Field Service Management helps
improve technician productivity and efficiency,
streamline invoicing and sales activities, andenhance process transparency and customer
service efforts. Service technicians can accessthe information they need about customers andequipment from the field. Data, including time,
materials, and mileage costs, is automaticallytransferred to back-office functions to be used
for billing, reporting, and quality assurance.
Artificial intelligence functionality helps optimize
scheduling, planning, and dispatching. The solution
can suggest technicians to match with assignments
based on set criteria – or it can automate theselection process entirely. Automatic route planning minimizes driving times for each tech­nicianand assignment.

Internet of Things (IoT) capabilities and sensor
data enable you to detect issues early, provide
proactive and preventive maintenance, andreduce intervention and travel costs – while
increasing customer satisfaction and reducing
downtime.
Our business network helps you profit from many
possible extensions on top of the field service
management solution. For example, you canintegrate an augmented reality remote support
solution and empower your technicians to collaborate virtually.

Comprehensive Support for Your
Field Service Operations
End-to-End Service Management
Support and Intelligent Technology
Improving Productivity and LoweringYour Carbon Footprint
Revealing Insights and Improved
Customer Experiences

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Objectives

SolutionBenefits

Quick Facts

Improving Productivity and LoweringYour Carbon Footprint© 2021 SAP SE or an SAP affiliate company. All rights reserved.

Choose your own level of automation for yourprocesses. The intelligent scheduling and dispatching feature supports your needs and helps
your company to be agile and maintain visibility
when it comes to the complex process of planning
service execution. Optimize work and resource
planning and improve productivity using artificial
intelligence.

The SAP Crowd Service solution helps you overcome resource limitations – such as having
enough skilled technicians in all locations andat peak times – to help meet dynamic customer
demand and expectations. You can build a net­work of service experts and manage third parties
through crowdsourcing and partner collaboration.

Intelligent route planning saves time but also cutsvehicle miles and contributes to a more sustainable service execution.

Comprehensive Support for Your
Field Service Operations
End-to-End Service Management
Support and Intelligent Technology
Improving Productivity and LoweringYour Carbon Footprint
Revealing Insights and Improved
Customer Experiences

Overcome a shortage of field service talent withcrowd service, and help meet expectations forquick resolutions.
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Solution

Benefits

Quick Facts

Revealing Insights and Improved
Customer Experiences© 2021 SAP SE or an SAP affiliate company. All rights reserved.

By gathering information on customer experiences
and combining it with data from your service operations, you can gain illuminating insights, create
better customer experiences, and act with speed
and agility.
With Qualtrics® CustomerXM solutions, you canlisten to customers and better understand theirexperiences. You can collect feedback with userfriendly surveys, take advantage of advanced analytics, and get actionable insights with role-based

dashboards. You can share customer satisfaction
scores with service teams to foster improvement
and give managers a full view of performance.
SAP Field Service Management allows you tomonitor metrics and key performance indicatorswith a customizable analytics dashboard to help
meet service-level agreements. Mobile accessto reporting and printing functionality allows you
to efficiently manage field service operations andenables successful outcomes.

Comprehensive Support for Your
Field Service Operations
End-to-End Service Management
Support and Intelligent Technology
Improving Productivity and LoweringYour Carbon Footprint
Revealing Insights and Improved
Customer Experiences

Take advantage of actionable insights to enhance
management of your field service operations.

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SAP Solution Brief

ObjectivesSolution

Benefits

Quick Facts© 2021 SAP SE or an SAP affiliate company. All rights reserved.

An Advanced Solution forSpeed and Efficiency
SAP Field Service Management helps build operations that foster customer trust and rewarding,long-lasting relationships. With the solution, you
can accelerate field service execution, reduce
costs, and improve productivity and efficiency
with simplified and uniform processes. You cangain visibility of data and processes, support better
decision-making with real-time insights, andincrease the value of field service to your business.
And you can take advantage of advanced functionality, including artificial intelligence, augmented
reality, the IoT, and crowdsourcing capabilities,
to automate and optimize processes and scale
to meet demand spikes and changes.

Reduce your carbon footprint with optimized
route planning, empower employees from field
service technicians to managers, and help ensure
the right people are assigned to the right jobs –speeding resolution and enhancing customer andemployee satisfaction. Increase technician utilization rates and efficiency, reduce service and support costs and administrative efforts, and improveinvoicing speed and accuracy. With the solution,
you can seize opportunities for up-selling andcross-selling and enable lead generation. You canalso improve transparency and responsivenessand enhance customer experiences for greater
loyalty and reduced churn.

An Advanced Solution for
Speed and Efficiency

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Objectives© 2021 SAP SE or an SAP affiliate company. All rights reserved.

Summary
The SAP® Field Service Management solution
streamlines and connects processes and data andhelps you improve efficiency and decision-making
while reducing costs and doing more with less.
With the solution, you can optimize field service
operations, empower managers, technicians, anddispatchers, and enhance and improve customerexperiences.
Objectives• Meet customer expectations for optimal asset
and equipment uptime and performance• Improve issue resolution and productivity• Empower your service team and get yourorganization ready for new business models• Reduce costs and process inefficiencies

Solution

Benefits

Quick Facts

Solution• Unified processes and native integration withenterprise solutions and data
• Manual, artificial intelligence–assisted, andautomated planning• Flexible mobile tools such as knowledge bases,
guided procedures, and checklists
Benefits• Increased efficiency and productivity• Improved decision-making thanks to real-time
visibility and insights• Optimized route planning• Reduced costs, administrative tasks, and travel
expenses
Learn more
To find out more, call your SAP representative
today or visit us online.

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