SAP® Field Service Management enables field service leaders, managers and stakeholders to schedule engineers and equipment for projects, whilst reconciling cost with revenue and analysing if the project will be completed on time and on budget. Project managers can make decisions based on real-time information, giving them visibility of field service operations, supported by advanced analytic dashboards. It helps companies reduce field service costs, supporting cross-selling and upselling, while improving customer satisfaction by providing transparent resolutions and service processes.

Flexible mobile tools provide field service technicians with assignment information in advance so they can be better prepared. Knowledge bases, guided procedures and checklists help technicians to solve issues on the first visit and reduce time spent on administrative tasks. It also allows technicians to collect relevant information about the assignment, get customer signatures and sync information and back-office processes within minutes for more accurate invoicing, as well as capture sales leads and opportunities.

Optimised route planning and integrated service processes allow engineers and technicians to spend more time with customers and less time on travel, which increases employee productivity and satisfaction. Intuitive planning and artificial intelligence optimisation tools help match technicians to tasks, based on skillset, availability and location, maximising productivity and successful outcomes.

Information can be added to service calls, such as pictures of equipment, information on spare-parts and checklists, to help ensure that necessary steps are followed and required information is gathered. SAP® Field Service Management also enables managers to check and approve time, materials and mileage expenses before invoicing and reporting.