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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:
- Improve first time fix rates: Mobile technology and AI to locate the right technician and parts
- Harmonize field service operations: Processes enabling effective collaboration, keeping customers informed
- 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.
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Transitioning to SAP Datasphere with SAP BW BridgeFeb 23, 2024 — SAP Datasphere is the next generation SAP Data Warehouse Cloud (DWC) offering a comprehensive data service built on SAP BTP and provides seamless and scalable access to business data with business context and logic intact. SAP Datasphere allows for data cataloging, data integration, semantic modeling, data federation, data virtualization and analytics capabilities in one single platform.
Converting an SAP BW or SAP BW/4HANA system to SAP Datasphere is a complex process and there is no direct conversion wizard available for it. However, SAP has created a well-defined process that leverages SAP BW Bridge and allows customers to complete the conversion smoothly.
SAP BW Bridge service on SAP BTP allows SAP BW capabilities directly in the public cloud and includes connectivity and business content for extractors based on ECC, S4, and warehousing layer for data loading, partitioning, monitoring, and error handling for all business requirements.
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SAPinsider Buyers Guide: AI/AutomationDec 31, 2023 — To help SAP users navigate the strategic and technology decisions related to process automation and the rapidly emerging field of AI, SAPinsider put together this Buyers Guide, which explores the challenges, opportunities and trends in the SAP process automation and AI space and highlights key vendors and partners. The vendor capability assessments are intended to aid business and IT professionals in selecting the most suitable solutions for their needs. The participating organizations offer technology and consulting services that enhance the automation and AI capabilities of SAP organizations, enabling them to mine processes, deploy automation playbooks, equip business leaders, structure generative AI proofs-of-concept, minimize waste, manage organizational change, and improve overall enterprise productivity and performance.
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SAPinsider Buyers Guide Webinar: AI/AutomationJan 25, 2024 — To help SAP users navigate the strategic and technology decisions related to process automation and the rapidly emerging field of AI, SAPinsider put together this Buyers Guide, which explores the challenges, opportunities and trends in the SAP process automation and AI space and highlights key vendors and partners. The vendor capability assessments are intended to aid business and IT professionals in selecting the most suitable solutions for their needs. The participating organizations offer technology and consulting services that enhance the automation and AI capabilities of SAP organizations, enabling them to mine processes, deploy automation playbooks, equip business leaders, structure generative AI proofs-of-concept, minimize waste, manage organizational change, and improve overall enterprise productivity and performance.
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A Fireside Supply Chain Chat with SAP’s Darcy MacClarenDec 13, 2023 — Chief Revenue Officer for SAP Digital Supply Chain Darcy MacClaren recently sat down with SAPinsider Chief Content Officer Mark Vigoroso to share her thoughts on supply chain technology, transformation, and innovation. She shares key insights on how SAP organizations can anticipate and manage disruptions to become more resilient, as well as touching on the core tenants of supply chain strategy. Readers will learn about the crucial role that supply chain leaders play in helping businesses become more sustainable and how the move to SAP S/4HANA can improve efficiency.
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To Enable Transformation, SNP Tackles SAP Data ManagementDec 8, 2023 — As business landscapes evolve, so must their operational frameworks and data structures. SNP assists organizations in adapting their foundational data aspects to mirror their current operational reality more accurately. This includes realigning fiscal calendars, purging obsolete data from previous divestitures, and streamlining the new SAP S/4HANA system to eliminate data redundancy.SNP excels in navigating the complexities that businesses encounter with aging SAP systems, which are often hindered by obsolete processes and a buildup of extensive data. They offer expert services designed to restructure this data, ensuring compatibility with the advanced frameworks of SAP S/4HANA. SNP's adeptness in integrating diverse initiatives, like the establishment of business partners, into a unified transformation endeavor significantly cuts down on implementation time—often by as much as 50%—while also boosting the efficiency and smoothness of the transition.
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Outstaffing with SAP LogisticsNov 17, 2023 — This article discusses the experience of using SAP logistics functionality for control the activities of external personnel in the retail industry. The SAP ERP functionality, in this case, is integrated with the SAP HR system and a supplier web portal, creating additional synergistic opportunities. This information will be valuable for consultants/architects who are tasked with automating processes related to the tracking of external personnel's work. It will also provide insights to business representatives from companies that utilize external personnel, offering them insights into additional automation possibilities. The article is based on real experience of implementing an SAP solution in a large retail company in Russia. Such solutions can be adapted not only for the retail sector but also for other industries.
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How to Handle SAP CRM MigrationsNov 17, 2023 — Do you have SAP ECC and SAP CRM 7?
Are these two complimentary systems critical to your organization?
What is your plan to update both ECC and CRM 7 by 2027?
If you have both ECC and CRM7, you may be in the Utilities, Automotive or High-Tech vertical. Public Sector and IT and Professional Services companies often have both as well. No matter what vertical you are in, I know these tightly integrated systems are critical to your business. For your Sales and Service departments, for your tech teams out in the field, and most definitely your marketing department is making the most of the CRM7 engagement layer to up-sell to your customers.
Your SAP CRM7 is a CRITICAL system running important aspects of your business And now we have to upgrade it.
In this article, SAPinsider expert Ann Largent will walk you through the key considerations that must be made ahead of an SAP CRM transition, and what aspects of the business you can expect to be most impacted.
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Cloud Revenue Drives Strong Q3 for SAPOct 20, 2023 — SAP has announced a strong performance in the third quarter of 2023, making a recovery from a softer-than-expected Q2. While the total revenue increased 9% at constant currencies, final numbers were still slightly below the market’s expectations. However, earnings per share beat market expectations by nearly 7%, with IFRS EPS up by 45% from 2022. The numbers were driven by a 23% increase in cloud revenue at constant currencies, 77% for SAP S/4HANA Cloud revenue, and a 25% increase in the current cloud backlog to nearly €12.27 billion.
SAP CEO Christian Klein said the results reflected the strong foundation that SAP has built over the last three years and that SAP is now in the second phase of its transformation into a cloud company. Klein revealed that SAP BTP, which underpins both RISE with SAP and GROW with SAP, now has over 22,000 live customers, contributing to almost 50% growth in the platform-as-a-service (PaaS) business.
Cloud revenue was particularly strong in EMEA and APJ, with EMEA seeing 32% growth and APJ 27% growth at constant currencies. Though the cloud revenue grew at 16% in the Americas, much of that was due to a particularly strong performance in Brazil and Canada. Klein attributed this regional slowdown h to the macroeconomic pressures that particularly affected travel and contingent workforces in North America, which had an impact on SAP Concur and SAP Fieldglass.
Klein revealed that there are now more than 4,300 RISE with SAP customers. Although SAP stopped reporting SAP S/4HANA and RISE with SAP adoption numbers in early 2022, the current number reflects a 100% increase in RISE with SAP customers since they were previously announced. While not all of these customers have necessarily moved to SAP S/4HANA yet, the numbers indicate that momentum is building. Additionally, there are more than 440 GROW with SAP in 80 countries in just three quarters since it was announced. Most of these customers are in North America, but since the offering is intended for customers that are net-new to SAP ERP, this reflects strong performance.
RISE with SAP Premium Plus, which was recently announced by Eric van Rossum, SAP Chief Marketing and Solutions Officer for Cloud ERP, was mentioned multiple times on the earnings call. RISE with SAP Premium Plus contains the sustainability features and generative AI assistant Joule that were discussed at the Rise into the Future event, but will also contain advanced finance and cash flow capabilities. Although there was no discussion of how this would relate to the overall cloud revenue, Klein has indicated a 30% price uplift to access the premium offering in the past. Klein stated that, although only recently been announced, this is a premium package with real value and SAP is already seeing positive customer feedback.
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