How service works today: meeting customer requirements in real time with SAP FSM
Mass production knows no operating hours. To keep the business running, production must be guaranteed 24/7. To maintain a high level of productivity, efficiency and performance, there is an increased need for regular maintenance of production equipment and machinery.
The all-in-one SAP Field Service Management (SAP FSM) solution, in conjunction with the SAP Service Cloud, forms the basis for the efficient scheduling of your technicians on site. SAP FSM also has crowd service functionalities on board as standard. These make it possible to respond to customer service requests even faster, more specifically and in real time, thereby delivering excellent service.
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Increasing Efficiency in Field Service
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Improve customer satisfaction
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Resource management
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Reduction of downtime
SAP FSM offers you
- AI-powered Optimization
- Mobile Field Service App
- Crowd Service Functionalities
- Field Service Analytics (Reports & Dashboards)
- Customer Portal for Self-Service
- Field Service Knowledge Management
- Staffing & Scheduling On- and Offline
- Highest Security Standards and GDPR Compliance
Your Added Value
- Excellent customer service in real-time
- Through smart analyses and clear dashboards, customer service can be made even more efficient and faster.
- Educate your customers: help customers help themselves through the self-service portal.
- Proactive planning of resources for field service – no longer merely reacting to external influences.
- Move away from Excel spreadsheets and Outlook calendars and toward GDPR-compliant data storage in service.
- Integration capability with respective backend systems.
The main functions of SAP Field Service Management at a glance
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AI-supported optimization
Automatic scheduling based on urgency and availability.
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Automatic Appointment Scheduling:
With the help of AI, appointments can be planned efficiently by being automatically triggered through events or schedules. -
Optimal Resource Allocation:
AI determines the ideal professional for the task based on location, qualifications, and availability. -
Policy Creation:
With a no-code tool, you can design scheduling policies tailored to your company's specific requirements. -
External Appointment Integration:
Field service appointments can be synchronized and seamlessly integrated with customer or trading platforms via API.
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Mobile app for technicians
Access to order information, customer histories, and spare parts lists on-site.
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Native Offline-First Applications
Works seamlessly without an internet connection and synchronizes data as soon as connectivity is restored. -
Guided Workflows and Smart Forms
Enables structured workflows and the use of intelligent forms for on-site data capture. -
Location Tracking
Real-time tracking of technicians’ locations for better deployment planning and resource allocation. -
Service Reporting
Quick report generation directly through the app to document and evaluate service tasks promptly.
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Crowd Service Functionalities
Companies can integrate external service providers or freelance technicians in real time as needed to increase the flexibility and reach of their service offerings.
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Crowd Marketplace
Access to external service providers and technicians for extended service capacity as needed. -
Partner Portal
Enables partners to collaborate directly and process assignments via a central platform. -
Optimized Workforce Planning
Combines internal employees and external forces for maximum flexibility and efficiency. -
Integrated Procurement
Automated procurement and commissioning of external technicians directly within the system for rapid fulfillment of needs.
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Sybit customers who are already working with SAP FSM
"The implementation of the FSM system provided a historic opportunity to sustainably harmonize Putzmeister's service process from the local to the regional level and up to the global rollout."
Bernhard Urban, Head of Customer Service Germany at Putzmeister
"The project definitely thrived on the expertise from both sides. This allowed for building on a broad foundation of existing knowledge and skills. The agile project methodology then carried the whole process to a successful conclusion. The combination of agile and remote work functioned excellently between MULTIVAC and Sybit and was certainly crucial to the project's success."
Dominik Rotter, Competence Lead Business Models & Processes, MULTIVAC
Do you want to optimize more than just field service?
The SAP Service Cloud goes beyond pure field service planning. It offers comprehensive solutions for the entire service ecosystem and connects all customer service processes - from the initial request to the solution. Find out how SAP Service Cloud can take your service processes to a new level!
Our expertise is outstanding
Problems & solutions
Who uses software to manage sales representatives?
Companies from various industries that employ field service staff use software solutions to efficiently plan and manage their operations. These include companies in the service, engineering, construction and many other sectors that rely on their field service teams to work effectively and meet customer needs quickly.
What advantages does the field service management software offer?
The field service management software offers numerous benefits, including improved efficiency in scheduling, optimized routing, increased customer satisfaction through faster response times and better resource utilization. It also enables real-time communication between the field service and the head office, which significantly improves decision-making and problem solving.
How can companies make their sales force management more efficient?
Companies can optimize their field service management by implementing modern software solutions that offer automated scheduling, mobile accessibility for technicians in the field and data analytics to evaluate performance. Training for employees and regular feedback loops are also crucial to continuously improve processes.
What are the best software solutions for field service management?
There are numerous powerful software solutions for field service management. One of the best known is SAP Field Service Management. These platforms offer comprehensive functions for managing assignments, resources and customer interactions.
What is crowd service and how is it integrated into SAP Field Service Management?
Crowd service refers to the use of an external, often temporary workforce to perform services. In SAP Field Service Management, crowd service is made possible by integrating external service providers and freelancers in order to respond flexibly to demand and provide additional capacity.
How does SAP Crowd Service support companies in managing external workers and partners?
SAP Crowd Service facilitates the management of external labor by providing a central platform through which companies can place orders, track the status of assignments and monitor the performance of external service providers. This increases efficiency and transparency in the use of crowd services.
What does field service management mean?
Field service management refers to the strategic planning, organization and control of all activities associated with field service employees. The aim is to increase efficiency, improve customer service and make optimum use of resources.
What functions does the FSM software offer?
The FSM (Field Service Management) software offers functions for deployment planning, resource management, mobile support for technicians, customer communication and reporting. It enables efficient management of the entire field service process and contributes to the optimization of services.
And what about your sales force management?
Do you have any questions about SAP Field Service Management or would you like a consultation? We are here for you and look forward to hearing from you. Simply get in touch with us.
Mail: sales@sybit.de
Tel.: +49 7732 9508-2000