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SAP Field Service Management

Score8.5 out of 10

20 Reviews and Ratings

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What is SAP Field Service Management?

Based on Coresystems' field service management software acquired by SAP in 2018, SAP Field Service Management provides a cloud-based / SaaS digital field service management solution that supports front- and back-office processes, and enables team collaboration while keeping customers informed. It supports real-time scheduling, dispatch, and job tracking and workers in real time, assisted by AI and presented as a Gantt chart or in map view.

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Categories & Use Cases

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Who Buys & Uses SAP Field Service Management

SAP Field Service Management Reviews

What users are saying about SAP Field Service Management.
View all SAP Field Service Management reviews

Pros

  • Accessible and easy-to-use mobile application user interface for technicians
  • Efficient dispatch and auto-scheduling functionalities
  • Seamless integration within the broader SAP ecosystem (C4C, S4)

Cons

  • Complexity and lack of clarity in configuration processes and documentation
  • User interface could be more user-friendly, especially the calendar view
  • Limited integration with external systems (e.g., expense management, accounts payable)

SAP FSM

Incentivized
Saravanan Madhappan
Technical Lead in Information Technology at Zoox Inc (1001-5000 employees)

Use Cases and Deployment Scope

We are using for the mileage collection for the autonomous vehicles and this product is replacing the existing in-house product

Pros

  • Dispatch and Scheduling of the Opertor
  • Planning the work ahead

Cons

  • API management is still lagging
  • Feature list Calendar view for planned work is not very user friendly

Return on Investment

  • Product is very to implement

Usability

Field Service Management at your fingertips with SAP FSM.

Incentivized
Verified User
Engineer in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

As a manufacturing ERP solutions provider, we need customers to schedule on-site service. Building a feature like this from scratch can be time-consuming, and maintaining it later is another challenge. With an easy-to-use interface in SAP Field Service Management, onboarding new customers is straightforward.

Pros

  • Automated notifications to both customers and technicians for any upcoming field service schedule.
  • An easy-to-use interface for accessing service history and customer requirements, usable by technicians without prior expertise in the application.

Cons

  • Integrating with applications or platforms outside SAP is challenging because dedicated open-source SDKs are not available.
  • If an engineering team wants to fine-tune the SAP Field Service Management application, it requires extensive training on the SAP tech stack. This can be remediated by introducing more easy-to-use development features and AI assistance.

Return on Investment

  • Reduction in human errors due to seamless automation.
  • Smooth onboarding for new customers, thanks to strong integration with SAP Cloud.

Usability

Alternatives Considered

AWS Chatbot and Salesforce Agentforce Commerce

Other Software Used

AWS Chatbot, Salesforce Agentforce Field Service

Review of SAP Field Service Management

Incentivized
Verified User
Manager in Information Technology (501-1000 employees)

Use Cases and Deployment Scope

SAP Field Service Management is used for scheduling and dispatching our short cycle work orders (customer service, maintenance, emergency, construction, compliance, etc). SAP Field Service Management is also uses AI-Based rules to optimize our some of our work orders - using starting location, work radius and skills as the primary input to establish an optimized route for each technician. SAP Field Service Management is also integrated with our customer portal to allow customers to directly schedule certain customer service work orders.

Pros

  • Flexibility of AI-based rules to optimize our technicians work.
  • Provide pre-built AI use cases to allow business to adopt Joule earlier.
  • Continuous innovation, continues to outpace other SAP products

Cons

  • More direct integration with SAP Service and Asset Management
  • Support with proaxia connector

Return on Investment

  • Optimizing work has improved workforce efficiency
  • Emergency response has improved by quickly being able to find best matching technicians

Usability

SAP Field Service Management - Why or Why Not

Incentivized
Verified User
Consultant in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

We are implementation partners and are working on prebuilt solutions. Our present use case k s around energy and utility industry. Mainly assigning jobs to technicians

Pros

  • Front end is good and user friendly
  • Drag and drop functionality for assignment work nice
  • As it is a mobile product so the user can work on phone also

Cons

  • Middleware e.g. CPI needs to be more smooth
  • There are two different type of configurations for service orders and maintenance order. It should be similar/ in sync
  • Creation f user is a bit complex
  • Initial config is not documented in good manner. We hot in to many issues and document did not hep us

Return on Investment

  • AS OF NOW THERE IS NO ROI

Usability

FSM Review

Incentivized
Verified User
Team Lead (1001-5000 employees)

Use Cases and Deployment Scope

We use FSM to optimize scheduling & planning capabilities for Missions & Maintenance management. In addition, it is also used for Mobile interfacing for Techs.

Pros

  • Skill based technician identification
  • Dispatching board brings an intuitive interface for scheulers
  • Mobile app brings easy to use user interface

Cons

  • Rigidity in screen modification on Mobile application
  • Windows apps lacks features like iOS & Android apps
  • Capacity based planning & scheduling is missing

Return on Investment

  • Not live yet
  • Not live yet
  • Not live yet

Usability

SAP Field Service Management Alternatives

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