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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)

Manage service requests with insight and effectiveness to solve customer issues in one interaction

Offer your contact center agents and customers a unified agent experience across all interaction channels with multichannel service request management from SAP software. Maximize agent efficiency by capturing complete conversation history in a single location and apply categorization, routing, and escalation rules to help ensure that service requests are always handled by the right person with the right resolution.

Learn about SAP Cloud for Service

 

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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

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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

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Predictive Analytics

Uncover trends, find new opportunities, and gain a true competitive edge using predictive insights

Anticipate customer behavior and take proactive measures to develop and execute a customer-centric strategy. Gain a competitive advantage by going from data to decision using real-time predictive insights that can help you uncover and predict trends. Understand customer behavior, improve responses to customers, and deliver exceptional customer experiences that ultimately boost profitability.

Learn about SAP Predictive Analytics

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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

 

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Service Contract Lifecycle Management (On Premise)

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

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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

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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

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Empower field service engineers to achieve service excellence

Find out how the SAP Field Service mobile app gives your field service engineers anywhere, anytime access to relevant information from mobile devices. This makes them more productive and your service operations more efficient, raising customer satisfaction by resolving issues early on.

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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.

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Take the Fast Lane with Rapid Deployment

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.

Unlock the full power of your customer
service software with SAP Services

Accelerate innovation and maximize the true value of your call center and customer service solutions with SAP Services. We have 15,000+ trained and certified consultants who can draw on 40 years of experience with hundreds of thousands of customers – and they’re eager to help. It’s the easiest way for you to get the end-to-end solutions you need to achieve your most important business outcomes and stay competitive. SAP Services can help your business:

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Support your innovation agenda so you can focus on strategic opportunities

Provide greater accountability to deliver end-to-end engagements with reduced complexity

Expose new product innovation and a path to the cloud with unmatched speed and expertise

Enhance your existing SAP investment with best-in-class knowledge transfer and support

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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.

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View product documentation

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

Visit the help portal
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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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