Field Service Management

SAP Field Service Management

FSM Ensures Customer Satisfaction

  • Delivers enhanced service capability from the moment tickets are opened
  • Organises workforce scheduling for both internal and crowd workforces 
  • Determines best field agent match for each ticket (based on availability, location, skillset etc)
  • Quickly collects and responds to customer feedback in real-time
  • Communicates back to customers while they are still engaged 

How Does It Work?

  • Guides technicians during their work by providing more context when dealing with tickets
  • Technicians get mobile access focusing only on relevant information including customers, services, products and spare parts
  • Presents information in a streamlined way, clearly guiding technicians through workflow steps
  • More efficient location pinpointing and greater visibility (using mapping and GPS tracking)
  • Mobile checklists ensure you meet environment, health and safety (EHS) standards
  • Reduced paperwork and smoother information flow by capturing time, material and expenses on mobile device
  • Capture customer feedback and electronic signatures
  • Offline functionality allows agents to work effectively even when connectivity is poor

Key Functionalities


Benefits of SAP FSM

Benefits to your customers & your business

  • Consistent service experience: All customer service inquiries are managed using the same interface
  • Greater personalised service and quicker resolutions: Agents have access to customer profiles, order history and service history
  • Improved agent satisfaction: intuitive user interface and personalized UX based on business scenario 
  • Boosted agent engagement and reduced attrition rate
  • Increased revenue: Smart cross-sell and upsell recommendations

Find out more

Kevin Head

Head of Digital Supply Chain