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SAP Field Service Management (SAP FSM)
SAP Field Service Management (SAP FSM) is an important addition to the SAP Digital Supply Chain portfolio. It rounds out service processes in terms of technician planning and service execution. On the planning board, all technicians of a service organization are listed alongside a timeline. New service calls (= service requests from customers) are listed below. Technicians with available capacity can be easily distinguished from those without available capacity. The capacity of technicians can result from the working time model, from already assigned service calls, or from planned and unplanned absences (vacation, training, sick leave).
Figure 1: The planning board shows internal and external technicians who have available capacity or are already blocked by assigned service calls or vacation. Below the planning board, a new service call is ready to be assigned to the technicians.
A reliable Field Service Management solution for your success
How can we support you with your SAP FSM projects?
Our comprehensive knowledge of the industry, of different requirements, and of different SAP solutions as well as their integration options with SAP FSM is the basis for the successful implementation of SAP FSM.
Industry Know-How
Challenge our industry know-how. We work across all industries.Industry Expertise
Mechanical and plant engineering
Pharmaceuticals and medical technology
Consumer goods
Construction industry
Service Solutions
We have in-depth knowledge of SAP service solutions that can be connected to your SAP FSM.SAP Portfolio
S/4HANA Service
S/4HANA Service with Advanced Execution
Service Cloud
SAP Customer Service (SAP CS)
We Think End-to-End
Our aim is to ensure that service processes create end-to-end added value to the customer experience, the logistics flow, and the value flow.End-to-End Process
From recording the service request,
to material & technician planning,
mobile processing
and invoicing.
Experienced Consultants
Our consultants are certified not only in CX, but also in S/4HANA. We employ fully motivated experts on every seniority level.Process Know-How
Service Processes
Field Service Processes
Planning Processes
Integration with FICO
Integration with Materials Management
Functions
SAP FSM includes Skill Management to manage the qualifications of technicians. This allows you to schedule only technicians with the appropriate qualifications for certain assignments.
SAP FSM offers intelligent planning to assign the company’s own technicians as well as external service providers to the respective service calls. Assignments can be done manually or automatically on the basis of three factors:
In addition to the planning tool, it also offers a mobile app (for IOS, Android, Windows) that allows the technician to view all the information provided (customer, error description, machine, documents, checklists) for the service call. The technician can also report back hours, material, expenses, and mileage for the service call. SAP FSM provides the end customer with a service report on site that lists all services performed by the technician. The services are confirmed by the customer’s signature on the mobile device.
The “crowd service” functionality facilitates the onboarding and management of external service providers needed for special service calls, for example.
SAP FSM provides the end customer with a service portal through which they can independently create new service calls and retrieve the histories for individual machines.
SAP
Field Service
Management
Do you have challenging requirements in your SAP FSM project?
After defining your business cases, our experienced consultants adapt the system to your needs.
Integration scenarios
There are different ways to use SAP FSM:
What is the integration scenario in your SAP FSM project?
Whether you want to integrate CX Service Cloud, S/4HANA Service, SAP CS or any other software, we can help you with the implementation.
The Service Cloud ticket triggers the service call in SAP FSM. The planning and mobile execution of the service is carried out via SAP FSM. Additional Service Cloud – SAP S/4HANA integration is possible.
Connect SAP CS to SAP FSM via the connector for SAP ERP. Implement comprehensive settings for your service processes and field service. Trigger FSM service calls via PM/CS notifications, PM/CS orders, PS Network plans or WBS elements. Materials management integration via the ERP system. Access master data via the ERP system.
Connect S/4HANA Service (with Advanced Execution) to SAP FSM. Implement comprehensive settings for your service processes and field service. Trigger the FSM service call via the service order or the billable maintenance order. Materials management integration from the ERP system. Access master data via the ERP system.
Add-ons for SAP FSM
Do you need a special add-on for SAP FSM?
CNT can help you find the right add-on to enhance SAP FSM to meet your needs. Together with our partners we can implement the right add-on to improve your process.