What are the functions of SAP Field Service Management?

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 Field Service Management, 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 – assisted by AI features. 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. It is also checked during planning which materials the technicians currently have with them. 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 and checklists to service reports. In this way, the field sales representative can specifically address customer requirements and contribute to a positive service experience.

Access to the data is possible both online and offline and completely independent of location or device. As a consequence, the solution meets the particular requirements on site: the processing of service cases on site is simplified even without Internet access.
After completing the service order, they can also trigger the billing document message in an automated way. This means that the office-based personnel gets support, the service technician saves time-consuming postprocessing and the customer receives relevant documents at an earlier date.

By using the integrated SAP Crowd Service solution, enterprises also reduce bottlenecks by deploying external staff and partners in addition to their own service technicians. Crowd Service enables the deployment of service technicians in a partner network as required in order to master the multitude of orders. Service orders are assigned in real time, via e-mail, SMS or directly in the application.

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.