Your business success increasingly depends on how your customers perceive your company at the various points of contact. Before, during and after a purchase, your customers expect excellent service, especially from field service.
This is why your service organization is the key to the success of your customer-related activities. Ensure that not only your equipment in the field but also your service processes are efficient and powerful.
With SAP Field Service Management (SAP FSM) you can provide excellent service during the entire customer relationship, ensuring completely satisfied customers.
Apply new technologies such as mobile applications or artificial intelligence in the cloud for innovative service concepts and a more flexible service organization.
Being quick, efficient and effective – that’s how you increase your company’s productivity and revenue.
Your benefits with SAP FSM
Enhanced service quality
More customer satisfaction through a better customer experience
End-to-end integrated service process
Process optimization and consistent integration
More efficient service
Faster service response times
More flexible service organization
Access to additional resources via Crowd Service
Reduced throughput times, from order confirmation to invoicing
Added revenue thanks to additional service business
proaxia – your partner
Would you like to reorganize your service organization workflows and benefit from innovative solutions? Our experts support you in doing so.
Our consultants are experts for FSM solutions. They know how SAP C/4HANA, SAP Service Cloud and SAP Field Service Management interact and how to integrate with SAP ECC and SAP S/4HANA from scratch.
Since 2011 we at proaxia have been a strategic development partner for the integration of the SAP FSM solution (previously Coresystems) and have implemented FSM in many customer projects.
Our success story:
Developing the first integration of Field Service Management and SAP ECC 6.0
Implementation partner for many productive FSM installations with SAP integration
Developing the Cloud Connector for integrating FSM and SAP ECC
Further developing the Cloud Connector for SAP S/4HANA CS
By developing the FSM Cloud Connector, we have resolved the complex task of integrating a highly standardized cloud solution with highly customized ERP solutions.Peter M. Brak, proaxia Head of FSM Consulting
Our consulting services
proaxia supports you in evaluating the SAP FSM solution and in implementing and integrating it in your organization during the global roll-out.
Scoping workshops for requirements engineering and fit/gap analysis for integrating a standard FSM solution
Designing and implementing end-to-end service processes
Consulting and development services for implementation projects
Integration of the SAP FSM solution with your ERP environment (SAP ECC or SAP S/4HANA)
Global FSM roll-outs
The SAP-FSM Cloud platform supports a smooth information exchange and communication flow even in organizations with complex structures. From order registration in the Backoffice service, planning in the Disposition service and service processing in SAP FSM, to invoicing in SAP ERP: integration and a consistent end-to-end process lead to substantial gains in service efficiency.
SAP Field Service Management is made available in the SAP Service Cloud as an SaaS application, and offers the very same features offline in all mobile applications.
The SAP FSMCloud Connector ensures seamless integration of SAP Service Cloud and SAP ERP suites. It is the key component for the integration of SAP FSM in SAP ECC and SAP S/4HANA CS. The SAP FSM Cloud Connector can be adapted flexibly and ensures seamless data exchange between various systems.
The SAP FSM Cloud Connector is included in the SAP FSM license.
SAP qualified partner-packaged solution
Jump-start your Field Service Integration with SAP FSM and S/4 HANA or ECC (CS or PM) for seamless end-to-end processes.
Go for a quick implementation of integrated SAP Field Service Management with our proven SAP Qualified Partner-Packaged Solution that includes all components you need to successfully digitalize your service processes – the basis for efficient services that meet your customers’ needs.
Weiss Technik relies on proaxia for its transformation project
proaxia has acted as the consulting and implementation partner during the implementation of SAP Cloud for Sales.
In this video, Weiss Technik staff report on the digital transformation of the service process with SAP FSM.
IEP Technologies selects proaxia for implementation and integration
IEP Technologies, a branch of the HOERBIGER group, selects proaxia as their partner for the implementation and integration of SAP Field Service Management with SAP S/4HANA CS and roll-outs in three countries.
Burke Desaultes, VP of Aftermarket, IEP Technologies, talks about the implementation of SAP FSM.
Quality, precision and reliability in service
Posted: 12. July 2020
Feintool is a global technology and market leader in fineblanking and a global provider of fineblanked, formed and punched sheet metal components of premium quality and utmost efficiency.
With SAP Mobile Field Service Management the company optimized their service processes. Processing times, from when a service was provided until it was invoiced decreased, service technicians are better supported and relieved of administrative tasks, and data quality considerably improved.
„Implementing the mobile FSM solution has helped bring about several improvements. In a nutshell, you could put it like this: Less work – better data quality – shorter processing times – better cash flow”
– Reto Zwahlen, Leiter Kundendienst Feintool Technologie AG
SAP FSM – Overview
SAP Field Service Management (formerly Coresystems) represents a core component of the SAP Service Cloud under SAP C/4HANA, the suite for CRM and the Frontoffice service.
SAP C/4HANA seamlessly supports all customer-related front office activities, while orchestrating a unique view of the customer across all applications. The SAP Service Cloud is an inherent part of SAP C/4HANA and consistently supports all service-related business models.
SAP FSM – solution details
The user-friendly solution supports you in optimizing the field-service organization and making your service process digital from end to end.
The key modules are AI-supported Workforce Management for personnel and deployment planning, Field Service Mobility for supporting field service technicians, Customer Self Service for swift communication with the customer, and remote services as well as the Crowd Service for the integration of resources from outside your organization.
Workforce Management enables automated personnel allocation and deployment planning in real-time – for your own staff members and for Crowd Service. In this way you can assign available resources efficiently, boosting productivity while minimizing costs.
AI-based resource scheduling
Qualification and skills management
Map view for route planning and determining the location of service staff, equipment and customers
Histograms for planning service and installation projects
Drag-and-drop interface for allocation of jobs to technicians
Field Service Mobility
During travel, Field Service Mobility supports your service technicians via iOS, Android and Windows Apps compatible with various mobile devices. The mobile applications offer an extensive overview of all service-relevant information such as orders, customers, contacts, installed machines and service history.
In this way your technicians can access all essential information anytime during travel – online and offline. Working in real time saves valuable time.
Mobile access to all information required for field service
Mapping and GPS tracking
Configurable checklists for recording data such as plant inspection and performance data and compliance with safety regulations.
Feedback on time, material and costs
Electronic signature and recording of customer feedback
Customer Self Service
The customer portal provides your customers with a number of self-service options, enabling them to reserve a service appointment online.
Using QR codes, the customer can swiftly send product or equipment information to your service department. Your technicians are then ideally prepared for the customer appointment.
Self-service portal for error messages, remote service, planning and tracking
Display of the service history including guarantee information, technical product data, and other important information
Interactive dialog (AI chatbot) for diagnosing and solving problems
Access to relevant product or service information
Real-time messaging, e.g. to advise of a technician’s arrival time
With the Crowd Service solution, you can build an extended pool of technicians that includes staff members, partners and freelancers.
To respond in real time, the critical factor is often the availability of service technicians. In a pool of “crowd workers”, there is always someone with the appropriate skills available for deployment.
Using powerful AI tools, you can plan the service requirements in real time. Technicians receive their orders promptly via the mobile application and may even be able to complete the job using their mobile devices.
Configurable registration platform for partners and freelancers participating in Crowd Service
Intelligent planning and selection of qualified technicians according to expertise, location and availability
Defined time slot for the crowd worker to accept or reject an order