The efficient digital solution for managing field operations : from planning to execution.

What is Field Service Management ?

SAP Field Service Management is a cloud-based tool bringing together functionalities designed to facilitate the work of every player involved in the customer service process in the field. The tool can be connected to the SAP ERP or any other ERP system, to carry out all stages of the service cycle in an integrated way: from the customer’s request for service to its completion.

Such a solution meets today’s challenges of efficiency, meeting customer requirements, streamlining data entry, and in-progress and out-of-progress analysis.

FSM functionalities

Work scheduling and allocation :

This brick enables the planner to analyze the needs for work to be carried out on customer sites by employees/technicians from the ERP system. Tools are provided to help the planner in his daily work, such as the map view displaying customer locations. There are three planning methods for matching planning needs and constraints with the right resources :

• Manual planning : the planner drags and drops the intervention onto the chosen collaborator, with the system potentially displaying warnings.
• Assisted planning : algorithm for matching employees to planning constraints : availability, distance, skills…
• Automated planning : complete algorithm customized according to your business rules for iterative automatic planning to meet planning constraints and optimize employee itineraries (closest, fastest).

Once the planning has been completed, the intervention missions are sent to the employees concerned on their mobile device.

Scheduling of mobile employees:

Mobility management:

This is a major step forward, as it makes a standard application available on a smartphone or tablet, and synchronizes the information required by the employee to work throughout the day with peace of mind. Employees can work even without an Internet connection. Data will be synchronized with the ERP system as soon as the employee is connected again. The main functionalities are

• Diary management
  • Navigation to service location : customer or equipment location.
  • Display details of interventions to be performed
  • Display details of basic data
  • Display of spare parts stocks in the employee’s truck
  • Intervention process data entry : step-by-step guide enabling the employee to carry out the right tasks, check what’s needed and gather useful information for the equipment’s lifecycle.
  • Capture of time spent : travel time, actual intervention time
  • Expenditure recording
  • Confirmation of parts used
  • Customer signature on intervention report

Detailed information on the mission to be carried out by the collaborator:

Collaborator’s time confirmation, questionnaire information and customer signature:

Customer portal:

A web link is provided to facilitate communication with your end customers. The end customer can independently..:

• Create service requests by scanning the equipment’s QR code or via a button. The customer describes the problem, enabling the planner to find the best solution.
• Display equipment information: equipment information + current service requests for this equipment.
• View the latest updates on work carried out on your premises

Collaborate with service partners:

This brick enables you to connect to service providers that you wish to call upon because, for example, in-house staff are all busy, or for a particular skill not present in the company.

In this way, you can define and validate the service providers you wish to call upon. When a service request is sent via FSM, the service provider receives the relevant information, and can approve or reject the request. Once validated, the service provider carries out the same tasks as a member of staff.

Welcome screen for partner and list of work to be accepted/refused/performed:

Benefits of SAP Field Service Management

SAP Field Service Management enables you to manage the end-to-end customer service process to build customer loyalty and deliver a professional customer experience.

Some of the objectives of this tool are :

• Increase the performance of customers’ equipment, exploit IoT (Internet of Things) to continuously monitor equipment, perform preventive maintenance.
• Helping mobile workers with mobile technology.
• Respect SLAs (contractual service level agreements)
• Faster, more transparent invoicing for interventions.
• Planning and optimizing spare parts
• Managing environmental and safety risks at work

The user experience by the various players enables reactivity, a fluid process, paperless and places the customer at the heart of the process.