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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 (Cloud)

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 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 (Cloud)

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 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 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 (Cloud)

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 Cloud for Service


Service Contract Lifecycle Management (Cloud)

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 (Cloud)

Help ensure first-contact issue resolution with efficient knowledge access

Increase productivity with knowledge management software from SAP 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 Knowledge Central by Mindtouch


Product Options


Take field service to the next level

Learn how the SAP CRM Service Manager mobile app helps field service technicians respond faster and work more efficiently - helping your organization reduce costs, boost service levels, and increase service revenue.

Eight lessons for customer service excellence

Eight tips to help your team create amazing customer experiences. Implement one or all eight to give your service team a competitive edge and engage your customers with service excellence.

Have a small team?

Need a robust CRM solution for a small team? SAP Digital for Customer Engagement is for you. Try it for free today. Then after 30 days, choose to continue with a $29 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.

Run Simple with SAP Service and Support

Make sure your SAP solutions meet your business needs simply and seamlessly – with help from SAP Service and Support. Our 30,000+ consultants have unparalleled product knowledge, technology expertise, and experience across 25 distinct industries.

We’ve recently refined the way we engage with customers, to make it even easier for you to drive transformation and simplify your business. Whether you want to speed up implementation, move to the cloud, customize your solution, optimize IT, or do something completely different – the SAP Service and Support team is here to make it happen.


Develop an innovation road map specific to your business objectives

Use best practices, technology, and accelerators to adopt the right solution approach

Choose a premium engagement to tackle highly complex and risky scenarios


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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