SAP defines its Field Service Management (FSM) as a solution that redefines market standards. A bold statement, but the reality upholds it. The system is transparent and far more intuitive than earlier generation solutions. As befits a SAP solution, it has broad integration capabilities (including SAP Service Cloud – service request, S / 4 HANA – time and material, invoicing).
Add to the equation the use of artificial intelligence (AI) elements, and it would be fair to say that we are dealing with a complete solution. One that becomes a logical choice for a modern organization. The heart of the application is the dispatching board, it is characterized by the following elements:
Transparency and cost reduction
The first important element that distinguishes SAP FSM Cockpit is its transparency and readability, which in turn leads almost directly to cost reduction. Available technicians are easily visible, full graphics, service orders and their current statuses. Moreover, information for the customer regarding the technician’s Expected Time of Arrival (ETA) is also updated in real time. Both the client and the service team are notified in real time on all service status changes, additionally the service team current location is being tracked.
One more system feature that contributes to efficiency and therefore cost reduction is the possibility to assign service ticket applicable statuses. What makes the picture complete is the available in standard drag and drop function. All the above also reduce the necessity to train end users.
All the necessary skills and spare parts at specific place and time
Another important element, as well as a fundamental assumption of SAP FSM, is to make sure that all the required parts and skills make it to the designated place in a specific time. Such approach is a response to expectations of today’s customers for repairs – it must be done with the minimum effort, as quickly as possible and – if possible – on site. The customer’s feelings regarding the repair have a direct impact on their perception of a given brand. The system grants a certain standard by consistently defining the skill set on equipment as well as on technicians, but also takes into consideration such factors as location, existing schedule and adds checklists if such need to be included.
This is the point in which the AI takes its place. The system is able, in standard, to analyze the above-described elements and suggest the most suitable technicians. With some minor configuration, it is also possible to use the auto assign function of orders to technicians – there is still the possibility of manual intervention of the user with the dispatcher role. Such form of AI support is almost unobtrusive from the system user perspective. With further configuration, the system allows the use of Machine Learning and IoT (Internet of Things).
Customers who need to report the need to set up a repair, can do so using a QR code on a self-service portal 24/7. The corresponding service call can initially be handled by an intelligent chatbot – that includes repair scheduling and suitable technician assignment.
To use of the above-described functionality, does not require downloading any additional applications or setting up user accounts, which is more and more often perceived by customers as a kind of nuisance.
SAP Field Service Management solution is a well-thought-out and well-matched response to the needs of today’s market and the increasingly high expectations of customers. The transparent, logical, intuitive and supported by the AI system adds up to a perspective solution. Including its considerable possibilities for integration with other systems (not only by SAP), as well as the minimized need for user training, SAP FSM is not only a solid option, but becomes a logical choice.
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