In order to increase the first-call resolution rate and customer satisfaction, the deployment of technicians (“workforce management”) is planned with SAP FSM by using availabilities and skills. In SAP FSM, the qualifications and training courses of technicians are managed as well. In this way, MRP controllers always find the service technician that is best qualified for the present service case. Resource planning is complemented by GPS tracking. Therefore, planners always have an overview of where technicians are currently deployed and, in case of customer concerns, can request technicians in the direct vicinity flexibly and at short notice.
Due to ERP integration, planners and technicians also have access to different storage locations and can reserve materials and spare parts. This will be noted down in the ERP system to ensure that stockholding is always kept up to date.
With the SAP FSM solution, service technicians benefit from a mobile application, where they can complete all steps of an order - from customer and product information, checklists up to service reports. After completing the service order, they can also trigger the billing document message in an automated way. Access to the data is possible both online and offline and completely independent of location or device. The mobile solution constantly provides technicians with all relevant information and enables them to holistically process and complete service orders.
By using the integrated SAP Crowd Service solution, enterprises also reduce bottlenecks at peak times by deploying external staff and partners in addition to their own service technicians. Service orders are assigned in real time, via e-mail, SMS or remote support.
To be able to help customers faster and, at the same time, save resources in enterprises, self-service offers become more and more important. With SAP FSM, customers can scan QR codes, for instance, or use other clear identification indicators to inform themselves about self-service portals, make appointments via chatbot or obtain information on the current status of a service request.