What is SAP Field Service Management?

Based on Coresystems' field service management software acquired by SAP in 2018, SAP Field Service Management provides a cloud-based / SaaS digital field service management solution that supports front- and back-office processes, and enables team collaboration while keeping customers informed. It supports real-time scheduling, dispatch, and job tracking and workers in real time, assisted by AI and presented as a Gantt chart or in map view.

Categories & Use Cases

Field Service Management

Verified User

Team Lead in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

Conducting field service for our customers when they request service via c4c sales orders or when we have scheduled maintenance. The completed order and hours are interfaced back to S4 where back office takes care of the billing.

Pros

User friendly
Good integration with c4c and s4
Easy configuration

Cons

Integration with concur would be nice
Integration of ad hoc invoices into the accounts payables

Return on Investment

We have digitalized and standardized the process

Usability

Verified User

Consultant in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We are using SAP Field Service Management in order to achieve end-to-end service process in an integrated environment (with SAP Service Cloud). Field Service Management is replacing in our case Resource Scheduler, which is a part of SAP Service Cloud. Field Service Management is giving an improved technician assignment and tracing their routes.

Pros

Very good mobile application
Advanced technician assignment options
AI capabilities
Nice development options (business rules)

Cons

Configuration steps are sometimes not clear
Official Help Portal for FSM should be more detailed

Return on Investment

Better usability for dispatchers and technicians
Faster and more clear service for Customers
Increase in revenue from Service

Usability

Other Software Used

SAP Sales Cloud, SAP Service Cloud

Salesforce Field Service

Oracle Service

ServiceNow Field Service Management

SAP Field Service Management

What is SAP Field Service Management?

Categories & Use Cases

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