SAP Field Service


Field Service Defined

Field service is the action of dispatching workers or contractors to a specific location to install, maintain or repair equipment or assets. It is a coordination of a company’s resources, including employees and equipment, for work activities off the company property.

Common Activities in Field Service are:

  • Scheduling: Arranging employee scheduling and expected work times
  • Dispatch Management: Coordinating when a specialist is sent out on assignment
  • Work Order Management: Tracking from creation to completion, to customer invoicing
  • Inventory Management: Keeping track of parts and supplies, consumption, adjustments etc.
  • Contract Management: Managing customer contracts and service level agreements

Innovative technology is available for service management and helps to create a deeper understanding of needs. To boost customer satisfaction, software solutions are available with mobile tools, artificial intelligence (AI), machine learning, and Internet of Things. They are inclusive of cloud deployment, customer self-service processes, simulated scheduling and dispatching, along with real time analytics and reporting.

SAP Field Service Management Solution

Field Service Defined

Field service is the action of dispatching workers or contractors to a specific location to install, maintain or repair equipment or assets. It is a coordination of a company’s resources, including employees and equipment, for work activities off the company property.

Common Activities in Field Service are:

  • Scheduling: Arranging employee scheduling and expected work times
  • Dispatch Management: Coordinating when a specialist is sent out on assignment
  • Work Order Management: Tracking from creation to completion, to customer invoicing
  • Inventory Management: Keeping track of parts and supplies, consumption, adjustments etc.
  • Contract Management: Managing customer contracts and service level agreements

Innovative technology is available for service management and helps to create a deeper understanding of needs. To boost customer satisfaction, software solutions are available with mobile tools, artificial intelligence (AI), machine learning, and Internet of Things. They are inclusive of cloud deployment, customer self-service processes, simulated scheduling and dispatching, along with real time analytics and reporting.

SAP Field Service Management Solution

Key capabilities include:

  • Real-time field service metrics. Make decisions and recognize issues quickly with standard or custom reports, observe KPIs for performance tracking, and meet requirements of service agreements.
  • Mobile and desktop reporting. Complete view of customers, products, and service staff in one hub and access to dashboards or reports on mobile services, desktops, or offline sources.
  • Individualized reports and invoices. Complete service reports online; ability to upload invoice reports into ERP software automatically and send invoices to customers automatically from the ERP system.
  • AI-enabled scheduling. Prioritize service calls and schedules, optimize scheduling in real time with AI-based tools, and customize your planning list.

Employing software that can automate certain tasks will help to reduce the strain on your workforce, improve knowledge transfer, and provide capabilities supporting technicians in the field. Digitalize the entire network of processes to build your service on agility, safety, and efficiency.

Benefits are:

  1. Improve first time fix rates: Mobile technology and AI to locate the right technician and parts
  2. Harmonize field service operations: Processes enabling effective collaboration, keeping customers informed
  3. Cut field service costs and increase revenue. Boost production time and make decisions with real-time analytics

Vendor partners available to provide seamless field service interactions include: ServiceNow, SAP, and Microsoft.

 

761 results

  1. How Companies Use Service Management to Increase Revenue and Retain Customers

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    Find out how companies are using different service delivery models — including service contracts and product service letters — to transform their service processes to maximize service revenues. In addition, take a look at service billing using CRM Billing and contract entitlements before and after service is provided. Key Concept Service order management allows users…...…
  2. How to Integrate SAP CRM Shared Services Framework with SAP ERP HCM

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    Learn about the integration of various HR processes with the SAP Customer Relationship Management (CRM) service center’s front-end solution, Shared Services Framework, which helps improve the efficiency and effectiveness of your shared-service organization. Using the birth of a child as an example, the details for the employee benefits of SAP ERP HCM are covered in…...…
  3. Get Optimal Service Performance from Vendors Using Vendor Evaluation for External Services

    Reading time: 26 mins

    Learn how the Vendor Evaluation functionality for external service vendor appraisal can give optimal service delivery. This functionality helps organizations mitigate poor service delivery and uncover and remove unnecessary costs. Key Concept It is important for an organization to measure from time to time the performance of vendors that provide external services. This measurement provides…...…
  4. Achieve Budgetary Control of Unplanned Service Procurement and Projects Using Value Limit Strategies

    Reading time: 21 mins

    Learn how to use different value limit strategies to control spending on unplanned service procurement and budgetary allocation for projects. Key Concept Value limit is a functionality within purchase requisition and purchase order (PO) documents that can be applied to set a benchmark value for a project or service procurement if the cost and possibly…...…
  5. Drive Service Revenue Through Service Contract

    Reading time: 17 mins

    Service contract management in SAP CRM 2007 can address the needs of many diverse service contract scenarios. The various applications of service contract management are useful for driving revenue in an increasingly service-oriented business environment. Find out what the key business drivers are for service contract management and learn about the different components that comprise…...…
  6. SAP CRM 7.0 Enhancement Package 1: A Detailed Introduction to SAP CRM Service Request Management

    Reading time: 12 mins

    Learn about use cases and technical features of the service request, based on CRM 7.0 and SAP enhancement package 1. Understand which use cases the service request is suited for and how it differs from other service transactions, such as the service ticket. Key Concept From a business perspective, an SAP CRM service request is…...…
  7. Use SAP ES Explorer to Streamline Integration of Microsoft .NET Applications and SAP Business Applications

    Reading time: 17 mins

    Building new service-oriented business applications requires the integration of applications written in different languages running on different platforms. SAP Enterprise Services Explorer allows the discovery and consumption of enterprise services in any type of Microsoft application and programming language supported by Microsoft Visual Studio .NET — e.g., Windows Forms application, Windows Web application (ASP.NET), Windows…...…
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    Learn how to enhance the standard data browser functionality (transaction codes SE16 and SE11) to add calculation base columns in any table or view using implicit enhancement options. For example, you can add a column showing the number of days difference between the created-on date and billing-processed date of an invoice in the billing document…...…
  9. Develop, Debug, and Manage C/C++ Services in SAP Business Connector 4.8

    Reading time: 25 mins

    Discover how SAP Business Connector C/C++ services work internally. Find out when it’s best to use them and when you should avoid them. Uncover tips and tricks for creating and debugging SAP BC C/C++ services smoothly. Key Concept The four basic rules for C/C++ services are: Keep all C/C++ services (and the interfaces used in…...…
  10. Expand Your Reporting Options with an Extended G/L Code Block

    Reading time: 18 mins

    The G/L code block in FI is not static. Customer-defined fields can be added to provide for reporting functions that SAP did not envision. Learn how to use a standard SAP transaction to add fields to the G/L code block, how to ensure that the field is properly populated, and how to report on the…...…