Objectives Solution Benefits Quick Facts

SAP Solution Brief

SAP Field Service Management

Build First-Class Field Service Operations

and Foster Close Customer Relationships
© 2021 SAP SE or an SAP affiliate company. All rights reserved.
 SAP Solution Brief Objectives Solution Benefits Quick Facts

Enhanced Efficiency and Increased

Customer Loyalty
Top-performing field service organizations move with speed, flexibility, and Enhanced Efficiency and Increased
Customer Loyalty
agility to meet increasing customer expectations for high asset availability
and performance. New service models continue to rise, and manufacturers and
service providers strive for higher profits by fostering servitization. By optimizing
field service operations and helping customers keep equipment up and running,
you can build trust and long-lasting relationships.

Improving the efficiency and effectiveness of intelligence, you can respond to customer queries
field service operations and enhancing customer and questions – quickly and accurately. You can
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

experiences depend on streamlined and auto- speed resolution of issues while keeping costs
mated processes, smooth data flow, and down and improving productivity and results. Do
increased transparency. By connecting, coordi- more with less, deliver on customer expectations,
nating, and standardizing field service procedures and lay the foundation for new service offerings
and information and then tapping into advanced and outcome-based business models that drive
analytics and functionality, including artificial revenues and loyalty.

2/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

Comprehensive Support for Your

Field Service Operations
The SAP® Field Service Management solution Field service technicians get assignment informa- Comprehensive Support for Your
connects and enables operations while simplifying tion in advance, so they are better prepared. Field Service Operations
and automating processes, helping to accelerate Flexible mobile tools, including knowledge bases,
execution, improve the productivity of service guided procedures, and checklists, help solve End-to-End Service Management
teams, and control costs. With it, you can enhance issues on the first visit while reducing time spent Support and Intelligent Technology
customer experiences and bolster loyalty by on administrative tasks. While on-site, technicians
solving issues more quickly and effectively. can collect relevant information about the assign- Improving Productivity and Lowering
ment, get customer signatures, sync information Your Carbon Footprint
With this solution, field service leaders, managers, and back-office processes within minutes for
and stakeholders can make decisions based on more-accurate invoicing, and capture sales leads Revealing Insights and Improved
real-time insights, gain visibility of field service and opportunities. Customer Experiences
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

operations, and take advantage of advanced analyt-

ical 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.

3/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

Optimized route planning and integrated service intelligence–assisted, and fully automated planning Comprehensive Support for Your
processes allow engineers and technicians to options to optimize field service scheduling and Field Service Operations
spend more time with customers and less time dispatching. You can add information to service
on travel, increasing employee satisfaction and calls – such as pictures of equipment, spare-parts End-to-End Service Management
productivity. information, and checklists – to help ensure that Support and Intelligent Technology
necessary steps are followed and required informa-
Dispatchers can assign service calls to the techni- tion is gathered. Improving Productivity and Lowering
cians with the right skills to help ensure appropriate Your Carbon Footprint
and timely resolutions. Intuitive planning and arti­ In addition, managers can check and approve
ficial intelligence optimization tools help match time, materials, and mileage expenses before Revealing Insights and Improved
technicians to tasks based on skills, availability, invoicing and reporting. Customer Experiences
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

and location. You can choose from manual, artificial

Online and offline mobile capabilities give field

workers access to functionality and data at
any time and place.
4/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

End-to-End Service Management

Support and Intelligent Technology
Native integration with the SAP ERP application Internet of Things (IoT) capabilities and sensor Comprehensive Support for Your
and SAP S/4HANA® enables smooth data flow to data enable you to detect issues early, provide Field Service Operations
and from field service processes and back-office proactive and preventive maintenance, and
processes. SAP Field Service Management helps reduce intervention and travel costs – while End-to-End Service Management
improve technician productivity and efficiency, increasing customer satisfaction and reducing Support and Intelligent Technology
streamline invoicing and sales activities, and downtime.
enhance process transparency and customer Improving Productivity and Lowering
service efforts. Service technicians can access Our business network helps you profit from many Your Carbon Footprint
the information they need about customers and possible extensions on top of the field service
equipment from the field. Data, including time, management solution. For example, you can Revealing Insights and Improved
materials, and mileage costs, is automatically integrate an augmented reality remote support Customer Experiences
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

transferred to back-office functions to be used solution and empower your technicians to collab-
for billing, reporting, and quality assurance. orate virtually.

Artificial intelligence functionality helps optimize

scheduling, planning, and dispatching. The solution
can suggest technicians to match with assignments
based on set criteria – or it can automate the
selection process entirely. Automatic route plan-
ning minimizes driving times for each tech­nician
and assignment.
5/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

Improving Productivity and Lowering

Your Carbon Footprint
Choose your own level of automation for your The SAP Crowd Service solution helps you over- Comprehensive Support for Your
processes. The intelligent scheduling and dis- come resource limitations – such as having Field Service Operations
patching feature supports your needs and helps enough skilled technicians in all locations and
your company to be agile and maintain visibility at peak times – to help meet dynamic customer End-to-End Service Management
when it comes to the complex process of planning demand and expectations. You can build a net­- Support and Intelligent Technology
service execution. Optimize work and resource work of service experts and manage third parties
planning and improve productivity using artificial through crowdsourcing and partner collaboration. Improving Productivity and Lowering
intelligence. Your Carbon Footprint

Intelligent route planning saves time but also cuts Revealing Insights and Improved
vehicle miles and contributes to a more sustain- Customer Experiences
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

able service execution.

Overcome a shortage of field service talent with

crowd service, and help meet expectations for
quick resolutions.
6/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

Revealing Insights and Improved

Customer Experiences
By gathering information on customer experiences dashboards. You can share customer satisfaction Comprehensive Support for Your
and combining it with data from your service oper- scores with service teams to foster improvement Field Service Operations
ations, you can gain illuminating insights, create and give managers a full view of performance.
better customer experiences, and act with speed End-to-End Service Management
and agility. SAP Field Service Management allows you to Support and Intelligent Technology
monitor metrics and key performance indicators
With Qualtrics® CustomerXM solutions, you can with a customizable analytics dashboard to help Improving Productivity and Lowering
listen to customers and better understand their meet service-level agreements. Mobile access Your Carbon Footprint
experiences. You can collect feedback with user- to reporting and printing functionality allows you
friendly surveys, take advantage of advanced ana- to efficiently manage field service operations and Revealing Insights and Improved
lytics, and get actionable insights with role-based enables successful outcomes. Customer Experiences
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

Take advantage of actionable insights to enhance

management of your field service operations.

7/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

An Advanced Solution for

Speed and Efficiency
SAP Field Service Management helps build opera- Reduce your carbon footprint with optimized An Advanced Solution for
tions that foster customer trust and rewarding, route planning, empower employees from field Speed and Efficiency
long-lasting relationships. With the solution, you service technicians to managers, and help ensure
can accelerate field service execution, reduce the right people are assigned to the right jobs –
costs, and improve productivity and efficiency speeding resolution and enhancing customer and
with simplified and uniform processes. You can employee satisfaction. Increase technician utiliza-
gain visibility of data and processes, support better tion rates and efficiency, reduce service and sup-
decision-making with real-time insights, and port costs and administrative efforts, and improve
increase the value of field service to your business. invoicing speed and accuracy. With the solution,
And you can take advantage of advanced function- you can seize opportunities for up-selling and
ality, including artificial intelligence, augmented cross-selling and enable lead generation. You can
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

reality, the IoT, and crowdsourcing capabilities, also improve transparency and responsiveness
to automate and optimize processes and scale and enhance customer experiences for greater
to meet demand spikes and changes. loyalty and reduced churn.

8/9
 SAP Solution Brief Objectives Solution Benefits Quick Facts

Summary Solution
The SAP® Field Service Management solution • Unified processes and native integration with
streamlines and connects processes and data and enterprise solutions and data
helps you improve efficiency and decision-making • Manual, artificial intelligence–assisted, and
while reducing costs and doing more with less. automated planning
With the solution, you can optimize field service • Flexible mobile tools such as knowledge bases,
operations, empower managers, technicians, and guided procedures, and checklists
dispatchers, and enhance and improve customer
experiences. Benefits
• Increased efficiency and productivity
Objectives • Improved decision-making thanks to real-time
• Meet customer expectations for optimal asset visibility and insights
and equipment uptime and performance • Optimized route planning
• Improve issue resolution and productivity • Reduced costs, administrative tasks, and travel
• Empower your service team and get your expenses
organization ready for new business models
• Reduce costs and process inefficiencies Learn more
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

To find out more, call your SAP representative

today or visit us online.

9/9
Follow us

www.sap.com/contactsap

Studio SAP | 69863enUS (21/05)

© 2021 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the
express permission of SAP SE or an SAP affiliate company.

The information contained herein may be changed without prior notice. Some software products marketed
by SAP SE and its distributors contain proprietary software components of other software vendors. National
product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without
representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or
omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and
services are those that are set forth in the express warranty statements accompanying such products and
services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in
this document or any related presentation, or to develop or release any functionality mentioned therein. This
document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future
developments, products, and/or platforms, directions, and functionality are all subject to change and may be
changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this
document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to
differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking
statements, and they should not be relied upon in making purchasing decisions.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks
or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other
product and service names mentioned are the trademarks of their respective companies.

See www.sap.com/trademark for additional trademark information and notices.