Field Service as a Success Factor - with SAP Field Service and Asset Management (FSA)
Your field service organization has enormous potential. Use it! With SAP Field Service and Asset Management (SAP FSA) (formerly SAP Field Service Management (FSM)), create a digital platform that enables your field service organization to operate successfully, intelligently, mobile-first, and seamlessly connected.
As ORBIS, we support you end-to-end across the entire service process chain - from analysis and implementation through integration into existing systems such as SAP S/4HANA Service and SAP Service Cloud V2. This creates a seamless and future-proof service process that optimally supports your organization.
What Is SAP Field Service and Asset Management (FSA)?
SAP FSA is an AI-powered cloud solution for modern, productive, and highly transparent field service management.
From intelligent dispatching and crowd service to mobile apps with smart forms, guided workflows, and automated documentation: SAP FSA provides everything needed to execute service operations efficiently, consistently, and reliably - resulting in faster workflows, lower error rates, and measurably higher customer satisfaction.
What Benefits Does SAP Field Service and Asset Management Offer for Field Service Operations?
Optimized Planning for More Efficient Service Execution
Automate your route, scheduling, and resource planning with AI support. Save valuable time, reduce idle times, and significantly accelerate workflows. According to customer surveys, the combination of SAP FSA and AI can
Reduced Costs
Benefit from intelligent resource planning and real-time transparency regarding resource availability, which you always keep under control thanks to the deep integration with SAP S/4HANA Service. Optimize your first-time-fix rate by assigning the most suitable technician equipped with the right tools and materials. Reduce deployment and travel costs while increasing productivity. According to the results of an SAP customer survey, the use of AI within SAP FSA improves dispatcher productivity by an average of 12.5%* and increases the first-time-fix rate by 5%*.
Increased customer satisfaction
Your customers benefit from shorter response times, faster service execution, and clear communication. With SAP Field Service and Asset Management, long waiting times become a thing of the past, because your technicians are always fully informed and properly equipped. Thanks to digital on-site processing, complete documentation, and seamless transitions between back-office and field service teams, every service operation becomes predictable, transparent, and reliable - creating sustainable customer satisfaction.
*Source: SAP Community
How Your Field Service Becomes a Success Factor: The Most Important Features of SAP Field Service and Asset Management at a Glance
AI-Based Planning for Greater Efficiency
On-site service scheduling must be handled efficiently in order to minimize downtime as much as possible and ensure outstanding service quality. The SAP Field Service and Asset Management solution helps you optimize the allocation and scheduling of your resources. It supports you with the scheduling, allocation, and monitoring of service orders in real time and with AI assistance.
With the help of AI, companies can for example:
- predict optimal routes and plan them accordingly using smart scheduling.
- improve job and service duration planning through Equipment Insights (AI-generated summaries of previous service operations on a specific asset).
- automate customer notifications.
Integrated Service Processing in SAP ERP or SAP S/4HANA
The planning of service operations and technician feedback are automatically recorded within the system. Thanks to seamless integration into SAP S/4HANA, data can be updated directly and automatically. Consumptions and working times are recorded, billable items are invoiced, required parts are selected from bills of materials, shipped in advance, prepared for warehouse allocation, and quotations can be generated. This saves time and reduces the risk of errors.
Real-Time KPIs
Through individual analyses and reports, you can identify issues at an early stage and make the right data-driven decisions. In addition, SAP FSA allows you to continuously monitor field service performance indicators and derive corresponding actions. Receive AI-generated summaries for accounts and service orders. Thanks to real-time insights, you can consistently comply with your service level agreements (SLAs) and ensure customer satisfaction.
Mobile Working Without Compromises
For successful field service operations, it is essential that technicians have access to all relevant information. With the mobile SAP FSA solution, all relevant customer and service order data is available even offline. Through Equipment Insights, Smart Forms, guided workflows, and checklists, service technicians receive the necessary support for the secure and correct execution of service operations. Reporting, including customer signatures, can also be completed directly on-site by the technician.
Crowd Services at a Glance
Do you collaborate with external partners and specialists to bridge service bottlenecks and geographical distances? Then SAP FSA offers the ideal solution through its AI-based crowd service platform. With the crowd marketplace and partner portal, you maintain full visibility over partners, their current status, and their capacities at all times. Integrate this information directly into your service planning and unlock its full potential.
Additional Seamlessly Integrated SAP Solutions for Successful Service Operations
Rely on SAP Field Service and Asset Management and benefit from its deep integration with additional SAP solutions for a seamless end-to-end service process, such as SAP Service Cloud and SAP S/4HANA Service. From customer service through service execution and order processing. Supported by the ORBIS portfolio, we advise you on your individual processes and the solutions that best fit your requirements.
SAP Service Cloud V2
SAP Service Cloud V2, as part of the SAP Customer Experience Suite, is the central AI-powered cloud solution for your omnichannel customer service. It consolidates all incoming service requests, structures ticket and case management, and supports your team with functionalities such as SLA management, knowledge bases, and omnichannel communication. Through seamless integration with SAP Field Service and Asset Management as well as additional SAP cloud or on-premise solutions, a continuous end-to-end service process is created - from the initial customer contact to successful on-site execution.
SAP S/4HANA Service
The interaction between field service and back-office operations is crucial for smooth service processes. SAP S/4HANA Service provides the optimal foundation for back-office service operations. The solution delivers central standard functionalities, including the management of service contracts, subscription models, and service quotations. Integrate service functionalities into additional SAP cloud solutions or on-premise SAP enterprise solutions and create a seamless service experience for your customers, from incident reporting through final resolution.
SAP CX AI Toolkit
The SAP CX AI Toolkit is a standalone AI application based on SAP BTP. Integrated into SAP FSA, it supports your field service organization, for example through AI-generated summaries when creating maintenance orders or compiling equipment overviews. This helps save time during the review and planning of service operations.
