SAP Field Service Management

 

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

 

Integration

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 FSM Cloud 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.

Our offering:

FSM Starter

 

Download package description:

Customer references

cloud for sales

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

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

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.

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Features

  • 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.

 

Features

  • 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.

 

 

Features

  • 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

 

Crowd Service

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.

 

Features

  • 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