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SAP Field Service Management

Field Service Coordination and Staff Scheduling for Unique Service Experiences

For both planned and unplanned service calls, it is essential that a qualified service team with appropriate skills and required materials arrives at the customer's site at the right time. SAP Field Service Management (FSM) actively supports the interaction between service management, service coordination and service field service to make it more digital and customer-centric to offer its customers a unique service experience.

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What is SAP Field Service Management?

Digital software tools are becoming increasingly important in everyday service. Service employees need the best possible support in their daily work. SAP Field Service Management offers the possibility to specifically address today’s customer needs in the service field service and includes modern software support for an efficient and digital service field service that inspires customers.

SAP Field Service Management: Planning Board

SAP Field Service Management: Service Map

What is the difference between SAP Field Service Management and SAP Service Cloud?

SAP Field Service Management focuses on the planning, control and optimization of processes in the service field. For this purpose, you are provided with numerous tools from the planning board to a mobile app to AI-supported deployment planning. With the help of Field Service Management, service technicians with the appropriate skillset and required materials can be optimally coordinated for assignments at the customer

The SAP Service Cloud, on the other hand, offers integrated tools to optimally support your service staff in the internal service department, based on a ticket system. The SAP Service Cloud offers a toolset to efficiently support the processing of prospect and customer enquiries via mail, telephone, websites and social networks, among others through the use of Computer Telephony Integration (CTI).

What added value and functionalities does SAP Field Service Management offer?

SAP Field Service Management offers comprehensive functions for the daily challenges of your field service:

AI-supported deployment planning

AI-supported real-time optimization to plan and schedule service calls.

Transparent deployment planning

Graphical overview (Gantt chart) for easy planning & scheduling of service calls.

Google Maps integration

Integration of a map incl. visual representation of equipment locations, service call locations and current traffic situation.

Simplified service work with templates

Service documentation is provided to the service technician team as a digital template (Smartform) in the mobile app.

Seamless integration

Integration with SAP S/4HANA and SAP Customer Service is easily possible.

Customer self-service portal

Scanning of device labels or device history information (QR code / OCR reader) possible.

Mobile creation of service report

A mobile app enables digital creation & signature of the service report.

Analytics & reporting in real time

Access to the most important key figures and KPIs of your service field service, at any time, at the touch of a button.

Optimized field service deployment planning

Staff deployment thanks to skills management, so that the best qualified and closest service technician is sent to the service call.

Overview of time and materials

Map with equipment locations, service call locations and current traffic situation.

What are the benefits of SAP Field Service Management?

SAP Field Service Management provides you with a daily overview of your operational service business by assigning service calls via a digital planning board and then providing them to the service technician team in the mobile app of their tablet. This enables the service technician team to create the service report in the mobile app and to carry out the relevant service documentation (maintenance logs or installation notes) without additional effort, efficiently and promptly, directly in the system.

Subsequently, a service feedback with all collected data is generated, which makes transmissions or working in different IT systems obsolete. This allows the service technician team to fully concentrate on the customer and focus on an optimal service experience.

How we help clients

Digitalization & IT strategy consulting

  • Evaluation and definition of business & technical objectives in the field (service)
  • Process- und use case mapping
  • Definition of your use cases and process design for your service and field sales force
  • Gap analysis
  • Creation of user stories

Evaluation & conception​

  • Define service strategy for high quality field service results
  • Further development of user stories to prioritize the implementation roadmap
  • Early involvement of key users to ensure acceptance of the processes and the system
  • Gain full transparency by breaking down tasks into smaller action items
  • Preparation of feasibility studies and preparation of mockups to represent the ‘look and feel’ of the future system

Implementation & training

  • Project management for a smooth go-live
  • Agile project approach
  • Agile realization and configuration of the relevant building blocks in sprints
  • Execution of the test phase and go-live
  • Train-the-trainer concept
  • Individual trainings

Why Camelot

Competitive pressure, comparable products, informed customers and their readiness to go elsewhere demand new sales approaches. This means turning analog customers into digital fans. As your technology partner, we support you in achieving exactly that with the smooth implementation of SAP CRM/ CX Suite. Take the leap and digitalize your sales department!

Award winning consultants​

Comprehensive consulting for your customer experience strategy from a single source: Our teams received the Best of Consulting Award from WirtschaftsWoche – and have SAP® Recognized Expertise for Germany in the area of SAP Cloud for Customer

Innovative & integrative system solutions​

With more than 25 years of experience in value chain management, we develop optimal, sustainable system architectures tailored to your needs across all business areas, and regularly release new innovations.​

Our industry expertise for your success​

Camelot’s general focus on the chemical industry, pharmaceuticals, life sciences, consumer goods and manufacturing has been expanded to include the healthcarelogistics, NGO and construction industries.

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Roberto Wahl, Camelot ITLab
Digital and smoothly functioning processes in the field service are a decisive factor in terms of service quality and hold the potential to anchor positive and sustainable customer experiences within the customer journey of its customers.

Roberto Wahl

Director Customer Experience

Expert for all SAP products in the SAP CX portfolio. His market and industry expertise comes from many years of planning and executing a wide variety of CRM initiatives for various companies from diverse industries.

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