Planning, Scheduling, and Dispatching for EAM
Transform how you manage your work.
Planning, scheduling, and dispatching is a delicate balancing act between various company goals. It includes management of first-time fix rate, customer satisfaction, reliability, employee engagement, workforce productivity, profitability, maintenance and service revenue, and maintenance and service costs.
With digital transformation accelerating, established business models are being challenged and customers are expecting faster issue resolution. There are also challenges with resourcing to support demand, workforce quality, inadequate visibility into performance, a lack of collaboration between planning and dispatching, and other functions.
SAP Field Service Management
Customers can transform the way their company performs work scheduling and dispatching with the SAP Field Service Management solution (FSM). FSM provides an effortless, proactive service experience that lets technicians boost customer satisfaction with mobile tools, artificial intelligence (AI), machine learning, and the Internet of Things.
Schedule and execute work more efficiently
Accelerate work execution with AI supported scheduling and dispatching
Empower your technicians with mobile tools and access to online and offline information
Provide proactive and predictive maintenance with IoT
Expand field service teams with crowd service
Increase productivity of field crews
Increase technician utilization rate with optimized scheduling and intelligent route planning
Reduce manual work and paperwork with automated processes and mobile tools
Fuel productivity with training tools and knowledge bases
Manage your field service performance and monitor the KPIs with the real-time analytics and reporting
Cut field service costs and increase revenue
Optimize the use of resources, minimize unproductive time, and eliminate repeat visits with field service automation
Reduce time to repair and downtime with efficient end-to-end processes and access to information
Reduce time from incident call to resolution with an integrated solution
Benefits of SAP Field Service Management
Customer self service
- Create effortless service experiences with the intuitive self-service portal or mobile app for troubleshooting, remote service, scheduling, and tracking
- View service history, open requests, warranty details, technical product data, and other important information
- Accelerate service with interactive dialogue (chatbot) to triage, diagnose, and resolve issues
- Keep customers informed with real-time ETA (estimated time of arrival) and notifications
Planning and dispatching
- Improve productivity and optimize usage or resources
- Accelerate service execution with easy planning tools and a visual drag-and-drop interface
- Cut resolution times with skills management: find the best technician with the right skills for each job
- Optimize resource utilization and minimize idle time with automated, AI-based scheduling and dispatching
- Improve productivity by optimizing routes with map view planning
- Simplify the planning of complex service projects and installations by leveraging Gantt charts
Automate processes
- Send notifications via SMS and/or email
- Attach SmartForms to activities
- Create follow-on activities
SmartForms and Feedback
- Boost service performance and quality
- Support your service teams and enable quick resolutions with documentation, product manuals, and video tutorials
- Maintain high-quality standards with dynamic checklists
- Capitalize on knowledge gathered in the field to better understand customers and employees
- Share data and increase transparency across the field service supply chain and other teams
Analytics and reporting
- Manage and optimize operations based on real-time data
- Manage your field service performance and monitor the KPIs with the analytics cockpit
- Stay focused with a customizable analytics dashboard and monitor the metrics that are relevant to your business
- Meet the requirements of service level agreements (SLAs)
- Stay up to date with mobile access to reporting
- Keep customers informed: real-time printing enables your technicians to send reports to customers right after the service visit
AI-based optimization framework
- Open up the black box criteria that affected the scores explained for each successful/failed assignment
- Successful assignments: factors pushing up the score explained
- Failed assignments: factors dragging down the score explained
- Invalid data exposed: jobs not processed due to missing address/duration/etc.
Crowd service
- Expand your service teams with partners, freelancers, and other skilled resources and leverage them on demand
- Meet customer expectations for real-time service with an on-demand workforce
- Optimize resource allocation with AI-based scheduling: find the best available technicians in the right location for each job
- Provide crowd workers the ability to accept or reject assignments within a set timeframe
- Maintain high service quality and support your crowd workers with mobile field service management
IoT-enabled field service
- Bring your asset management and service to the next level
- Reduce downtime with automatic service call creation
- Set alerts to prevent machine breakdown
- Use IoT sensor data to reduce intervention and traveling costs, ensuring costs savings for operations
- Shorten resolution times with better insights into products and issues
- Support your technicians by providing them historical and real time data of the equipment