SAP Field Service Management

Digitalize field service and optimize operations while reducing environmental impact, supporting sustainability efforts through efficient service delivery.
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What is SAP Field Service Management?

Resolve customer issues faster with comprehensive, proactive, AI-enabled field service management software from SAP.

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With powerful field service software from SAP, you can connect processes and data to make better decisions that minimize risks while reducing costs.

  • Improve first-time fix rates with mobile technology and AI-based recommendations to find the right technician for the job and confirm parts availability

  • Accelerate service execution and keep customers informed with integrated processes and intuitive technician collaboration

  • Increase satisfaction and cut field service costs by boosting productive time, streamlining dispatch, and making timely decisions based on real-time data

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Key benefits

Improve scheduling and dispatching

Optimize the scheduling and dispatching of field technicians to ensure the right technician is assigned to the right job at the right time, reducing downtime and increasing efficiency.

Optimize routes

Use advanced algorithms to chart the most efficient routes for field technicians, reducing travel time, cutting fuel consumption, and allowing for more appointments per day.

Manage resources better

Gain insights into resource utilization, reducing costs and preventing resource shortages by optimizing the use of tools, equipment, and inventory.

Key features

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AI-based schedule optimization

  • Automated scheduling

  • Best matching technician

  • Policy designer

  • Appointment booking

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Mobile workforce enablement

  • Native offline-first applications

  • Guided workflow and smart forms

  • Location tracking

  • Service reporting

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Crowd services

  • Crowd marketplace

  • Partner portal

  • Optimized scheduling for the entire workforce

  • Integrated procurement

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Explore more service management software

Connect every customer touchpoint and deliver a unified service resolution with SAP solutions for your industry.

Learn more

See how customers are succeeding with SAP

See what analysts are saying about SAP

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Using service to generate greater value

Read why IDC names SAP a Leader in service life-cycle management based on scalability, flexibility, integration, and more.

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Accelerating business growth in the service economy

Learn how technological advancements, evolving customer preferences, and service-oriented economies are driving business change. 

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Inspiring customer loyalty and driving growth

Read this white paper by IDC for how to establish a service life cycle that inspires customer loyalty and drives business growth.

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Frequently asked questions

Field service management software is used in various industries by businesses that rely on streamlined management of their off-site operations. Such software typically supports customer service, maintenance, installations, and repairs. Sectors like utilities, industrial manufacturing, high-tech, telecommunications, and construction depend on field service management software for efficient scheduling, real-time communication, and optimized task allocation. This software enhances operational productivity and customer satisfaction across different industries.

Field service management software is essential for effective coordination of mobile teams and tasks. It optimizes scheduling, communication, and resource allocation, resulting in increased productivity, reduced costs, and improved customer satisfaction through timely and efficient field services.

To streamline field service management, use software that helps you centralize scheduling and dispatch, communicate in real-time, optimize routes, execute tasks, and generate insights with data analytics. These practices enhance operational efficiency and customer service in field operations.

SAP offers field service management solutions, including online/offline applications for mobile service execution with SAP Service and Asset Manager, which integrates with SAP Field Service Management. Third-party applications that integrate with SAP Field Service Management include TeamViewer xAssist and InsightLoop from Coresystems AG.

Crowd service is a pool of certified and trained partners and third-party vendors available to respond to service calls when needed. Crowd service equips your organization with a sizable and knowledgeable team of technicians – a team that can keep pace with rising customer expectations and enable predictive maintenance models – while ensuring that they are following all your processes, and that the customer is getting as good an experience from them as they are by your employees.

SAP Crowd Service helps your company build its own ecosystem of internal and external experts and technicians, and enables you to increase geographical coverage, provide faster service to the field, and react fast to peaks in service request demands.

 

Thanks to integration to field service management software, external workers get also access to internal company manuals, tutorials, and videos, as well as to customer specifics and device specifics for getting the job done quickly and effectively.