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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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.
SAP Field Service Management Demo
Get an impression of your possibilities and use cases with SAP Field Service Management in a (non-binding) consultation.
1. General presentation of SAP Field Service Management by our experts 2. Define use cases together 3. Individual demo presentation to find out how SAP Field Service Management supports your service field force
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 healthcare, logistics, NGO and construction industries.
With the SAP Service Cloud, a module of the SAP Customer Experience (formerly SAP Hybris) software suite, you can offer your customers a consistent customer experience across all channels and over the whole customer journey.
Provide your sales force with the SAP Sales Cloud, the SAP CRM of the latest generation (formerly SAP Hybris), an intelligent tool for increasing productivity while simultaneously improving the customer experience and accelerating the purchasing process.
Jimmy JüttnerDigital 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.
Jimmy Jüttner
Head of Sales and Business Development for Customer Experience Management
Customer Experience Management expert with a passion for value-oriented CRM processes across the board.
