The SAP Field Service Management (FSM) solution connects and enables operations while simplifying and automating processes, helping to accelerate execution, improve the productivity of service teams, and control costs. With it, you can enhance customer experiences and bolster loyalty by solving issues more quickly and effectively.

With this solution, field service leaders, managers, and stakeholders can make decisions based on real-time insights, gain visibility of field service operations, and take advantage of advanced analytical dashboards. You can reduce field service costs and support cross-selling and up-selling while improving customer satisfaction and reducing churn through speedy, transparent resolutions and service processes.

Field service technicians get assignment information in advance, so they are better prepared. Flexible mobile tools, including knowledge bases, guided procedures, and checklists, help solve issues on the first visit while reducing time spent on administrative tasks. While on-site, technicians can collect relevant information about the assignment, get customer signatures, sync information and back-office processes within minutes for more-accurate invoicing, and capture sales leads and opportunities.

Optimized route planning and integrated service processes allow engineers and technicians to spend more time with customers and less time on travel, increasing employee satisfaction and productivity.

Dispatchers can assign service calls to the technicians with the right skills to help ensure appropriate and timely resolutions. Intuitive planning and artificial intelligence optimization tools help match technicians to tasks based on skills, availability, and location. You can choose from manual, artificial intelligence–assisted, and fully automated planning options to optimize field service scheduling and dispatching. You can add information to service calls – such as pictures of equipment, spare parts information, and checklists – to help ensure that necessary steps are followed and required information is gathered.

In addition, managers can check and approve time, materials, and mileage expenses before invoicing and reporting.