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Efficient Field Service Management Solutions

Support field service from every angle with optimized workforce scheduling and mobile apps

Enable and manage comprehensive field service processes, including call taking, service order planning, resource scheduling, on-site service execution, and billing – all with field service management software from SAP. Automate your processes and leverage optimized scheduling functions to make the best use of your resources and meet service-level agreements. Offer your field engineers mobile access to information to increase productivity and data quality.

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Solution Capabilities

Included Capabilities

Service Request Management

Solve customer issues in one interaction with service request management

Provide your contact center agents and customers with a unified agent experience across all interaction channels with multichannel service request management from SAP Hybris software. With SAP solutions you can:

  • Maximize agent efficiency by capturing complete conversation history in a single location
  • Apply categorization, routing, SLAs, workflow, approval, and escalation rules to requests
  • Use data to make sure service requests are always handled by the right person with the right resolution
Resource Scheduling and Dispatch

Deploy the right resource to complete service orders on the first visit while minimizing travel costs

Operate your service organization at maximum efficiency across forecasting, planning, execution, and analysis – minimizing travel time and increasing capacity usage with help from SAP Hybris software for resource scheduling and dispatch. Help ensure that service orders are addressed and solved on the first visit by deploying the right resource with the right equipment and materials. Allow for real-time field issues such as traffic, emergency orders, and cancellations with advanced forecasting.

Learn about SAP Hybris Cloud for Service

Mobile Service Order Execution

Empower field service engineers with real-time access to customer information

Provide your field service technicians the essential functions for resolving issues on the first visit and meeting service-level agreements – with SAP software the enhances mobile service order execution. Confirm and complete service orders in real time. Grant your field engineers mobile access to all relevant information, spare parts, and tools needed for on-site service execution – helping them improve overall service productivity and data accuracy while reducing billing cycle time.

Learn about SAP CRM Service Manager Mobile App

Predictive Business Process

Optimize asset performance with proactive and predictive business insights

Monitor asset conditions, predict machine health, and proactively deliver parts. Our solutions for predictive business processes can help you provide efficient service management and execution in these and other ways:

  • Increase your first time fix rates and customer satisfaction
  • Harness the Internet of Things (IoT) into proactive service execution
  • Reduce costly breakdowns and bring service management efficiency to a new level
Customer Service Analytics

Gain real-time insight into service performance with powerful analytics and intuitive dashboards

Capture a true measure of customer service performance with cloud-based analytics software from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports to evaluate response times, average handling times, service priorities, and escalation trends. Our customer service analytics software also lets your service representatives and managers create their own operational reports, dashboards, and KPIs using intuitive wizards.

Learn about SAP Hybris Cloud for Service


Service Collaboration

Have experts collaborate to solve customer issues and inform service teams

Help customer service and support teams strategize, solve problems, and drive action for customers through social media. Our service collaboration solutions can help:
  • Unite people, data, processes, and content to transform teamwork into results
  • Expedite customer support issues and services requests
  • Find experts to improve responsiveness to customer needs
  • Increase customer satisfaction, strengthen direct engagement, and build more solid relationships to help ensure ongoing success
Service Contract Lifecycle Management

Secure long-term relations with customers for higher recurring service revenue

Manage your entire service contract lifecycle, including offers, service agreements and plans, contract-change processes, service-level management, and usage-based contracts – with SAP software that enhances service contract management capabilities. Provide confirmations and billing scenarios. Support full profitability tracking and consistency between contract management and financial reporting through integrated accounting and revenue recognition.

Learn about SAP CRM for Service

Visual Knowledge Support

Grant field service technicians access to video instruction to help ensure issue resolution on the first visit

Provide on-site, digital instruction that contributes to increased first-visit resolution – with help from SAP software for visual knowledge support. Give your field service professionals the visual instruction they need for safety and repair steps. Employ visual knowledge support to make repairs more efficient and complete.

Learn about SAP 3D Visual Enterprise

Knowledge Management

Help ensure first-contact issue resolution with efficient knowledge access

Increase productivity with knowledge management software from SAP Hybris that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics.

Learn about SAP Hybris Knowledge Central by Mindtouch


Product Options


Five Clever Ways to Deliver Effortless Customer Service

Minimize the effort that it takes for a customer to get his or her question answered and resolved. Focus on understanding the customer channel preference, the journey the customer takes across channels, and measure the success of customer interactions.

Have a small team?

Need a robust CRM solution for a small team? SAP Digital CRM is for you. Try it for free today. Then after 30 days, choose to continue with a $23 per user per month. It offers robust, enterprise-grade capabilities, it's flexible and scales with your business.


SAP CRM Service Management Rapid-Deployment Solution

Get full service-center support for field service planning, execution, and confirmation in one powerful package. SAP CRM Service Management rapid-deployment solution helps you accelerate both implementation and time to value.

Reimagine the way you do business with SAP Digital Business Services

The digital economy is having a profound impact on SAP customers and requires a new level of orchestration to evolve your business, unleash full business value, and ensure business continuity. SAP Digital Business Services brings business and IT together to help you reimagine your business using our digital business framework.

Based on over 40 years of experience working with the world’s most progressive organizations and a robust partner ecosystem, SAP Digital Business Services can guide you on the path to innovation and digital transformation, while securing critical business processes.


Evolve your business by breaking new ground with a trusted adviser who knows you best

Unleash the full business value of your SAP investment and define a clear digital road map to adoption

Ensure business continuity with active guidance, while migrating to next-generation technology 


Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.


Transforming field service

Field organizations are transforming their thinking to begin to identify how they can support better resolution rates and improve revenue opportunities with current resources.

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