Improve your Field Service efficiency with SAP Customer

Improve your Field Service efficiency with SAP Customer Experience solutions

Nico Dhaene

Veerle Van Waes

Ingrid Vellemans

07/09/2021

Improve your Field Service efficiency with SAP CX solutions

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1

Agenda

Introduction

SAP CX Portfolio & Architecture

Demo

Future steps

Q&A


2

Non- integrated systems

Disconnected customer experiences

No visibility into customer data

Missed revenue opportunities

No Self-service or customer portal

.

Limited Mobile Capabilitiesfor Service Engineers

No real time visibility into field

Poor documentation of work done

High administration effort

Missed upselling opportunities

Inefficient work scheduling

Slow & reactive processes

High cost of service

Misaligned skills and timing

Service challengesImprove your Field Service efficiency with SAP CX solutions

3

Service Request Management

Separate Field Service tool

Automated Customer Service

Integrated Customer Service and Field Service system

Service Agents Dispatch board

Mobile Fields Service App

Pro-active maintenance

Integrated Customer & Field Service

Intelligent Service via AI

Predictive Maintenance

Intelligent ticket scheduling on skills/ availability/ certificates

Intelligent CustomerService

Customer Self-Service portal Customer Dashboard

Improve customer experience

Sub-contractor engagement (crowd service)

Customer Self-Service

Service RoadmapImprove your Field Service efficiency with SAP CX solutions

4

Agenda

Introduction


Demo

Future steps

Q&A


5

• Ticketing• Workflow & rules engine• Ticket intelligence

EngagementCenter

• Talk, chat, messaging, social media, email…

• Agent desktop

• Contract Management• Warranty Management

TicketManagement

ServiceCore

• Search• Intelligent recommendations

Knowledge& Learning

Powered by Qualtrics

Service Cloud

SAP Service Solution CapabilitiesImprove your Field Service efficiency with SAP CX solutions

Field Service

• Scheduling & Dispatching• Mobile field service execution• Checklists• Service Report

• Web/online portal• Knowledge Base & FAQs

• IoT Platform• Predictive Maintenance &

Service

Self Service

ConnectedService

• Omni-channel surveys• Emotion detection

Feedback Management

FSM Cloud Platform / Leonardo Qualtrics

6

Architecture overview

CPI

CPI / PI

CONTRACT

CONTRACT TICKET

ITEM

WEBE-MAILPHONE

SERVICE CALL

ACTIVITY

MATERIAL

INTERNAL ORDER

BILLING

T&M JOURNAL

BILLING REQUEST

GOODS MOVEMENT

PLANNED SERVICES

PLANNED PARTS

NOW

CATS

ADV SHIPMENT

ACTUAL ITEMS

CHECKLISTS

MAINTENANCE PLAN

MASTER DATA

MASTER DATA

MASTER DATA

STOCK

STOCK

ITEM

FSM

S/4 and ECC

Service Cloud


7

Agenda

Introduction


Demo

Future steps

Q&A


8

Automatic

creation of ticket

based on

incoming email

Ticket Intake

Assign service

technician to

service activity

Dispatch

Finalize in Service

Cloud

Release to ERP

Closure & invoicing

Add intervention

specifics and release

to FSM

Automatic emails to

customer

Ticket Update

Travel & service Time

Materials used

Service report

Work confirmation

1 3 5

42

Demo ScenarioImprove your Field Service efficiency with SAP CX solutions

FSMService Cloud FSM Service Cloud & ERPService Cloud

9

1. Ticket intakeImprove your Field Service efficiency with SAP CX solutions

Incoming mail -> ticket creation Un-assigned emails

1

10

2. Ticket updateImprove your Field Service efficiency with SAP CX solutions

Determine final contact person

Assign Categories such as recurring service, repair,..

Add required activity, services, spare parts

Release to FSM via status Ready to Plan

2

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2. Ticket updateImprove your Field Service efficiency with SAP CX solutions

Automatic e-mail sent to customer confirming the service order number

2

12

3. DispatchImprove your Field Service efficiency with SAP CX solutions

Service Map: location of technicians

3

13


Dispatch board : assign technician to service activity – use drag & drop. Release the assignment,

3

14


Appointment created automatically in the calendar of the technician in FSM and replicated towards C4C and Outlook

3

15

4. Work confirmationImprove your Field Service efficiency with SAP CX solutions

Time Confirmation - service and travel Material Confirmation – spare part

4

16


Update Checklist

4

17


Service Report summarizes all parts and services and is signed by customer

Service is confirmed

4

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5. Ticket closure & invoicingImprove your Field Service efficiency with SAP CX solutions

C4C ticket update from FSM : confirmation of services and spare parts

C4C ticket release to ERP – document flow shows document numbers

5

19


Mobility

Mobile Field Service Management App with information for the Field Technicianfor on the road

• Agenda

• Activities

• Service Calls• Customer information

• Equipment information

• Stock• Spare parts

• Checklists

Online & Offline

20

Agenda

Introduction


Demo

Future steps

Q&A


21

Service Request Management

Separate Field Service tool

Automated Customer Service

Integrated Customer Service and FSM system

Service Agents Dashboards

Mobile Fields Service App

Pro-active maintenance

Integrated Customer & Field Service

Intelligent Service via AI

Predictive Maintenance

Intelligent ticket scheduling on skills/ availability/ certificates

Intelligent CustomerService

Customer Self-Service portal Customer Dashboard

Improve customer experience

Sub-contractor engagement (crowd service)

Customer Self-Service

Service RoadmapImprove your Field Service efficiency with SAP CX solutions

22


Customer Self-Service Portal

Ticket creation

• Bar code scanning via FSM App

• Preferred intervention date

Customer history

• Equipments’ service call history

• Overview of all of equipments

Frequently asked questions

23

Crowd serviceImprove your Field Service efficiency with SAP CX solutions

Extend your field service workforce with FSM crowd service software

• Crowd service equips your organization with a sizable and knowledgeable team of technicians

• Collaborative service

• Skill and qualifications management• AI-enabled scheduling and technician empowerment

• Integration with the SAP Field Service Management solution

• Internal and external mobile access to SAP Field Service Management

• Technician access to technical guidelines on mobile devices to ensure uniform handling of all service requests

Deliver services faster

Improve workforce planning and reduce bottlenecks

by helping contingent workers act in real time, when

and where maintenance is needed, anywhere and

anytime.

Exceed customer expectations

Shorten wait times and meet customer demand for

real-time service by dispatching certified technicians

who are close to the customer and have the right

skills for the job.

Expand geographical coverage

Crowdsource the best talent, reduce the risk of staff

shortages, and save costs on recruiting and

onboarding by using a flexible, on-demand service

network.

24

Recommended

responses

Ticket

Solution

Field service

Ticket Categori-

zation

NLP Classifi-

cation

Ticket time to

completion

Machine translation

Scheduling and Route

optimization

Parts recommen

-dation

Predictive scheduling

Technician Matching

Intelligent Service AI scenariosImprove your Field Service efficiency with SAP CX solutions

Similar Tickets

E-Mail template

recommendation

KB Article Recommen

dation

Currently available

In progress

Planned

Account/Customer Account Health Score

Product recommendation for cross-sell

Product recommendations for

up-sell

25


Intelligent Customer ServiceAutomate Ticket processing

Key AI Capabilities

• Ticket Categorization

• Language Detection and Machine Translation

• Sentiment Analysis

• Entity Extraction for Topics/Tags and Products

• Priority Detection and Time-To-Completion

• Similar Tickets Recommendations

• E-Mail Template Recommendation

Business benefits

• Increase in agent productivity

• Better prioritization of incoming tickets

• Automatic classification based on model accuracy

Intelligent Service Video: https://www.youtube.com/watch?v=Tx7jBawli64&ab_channel=SAPTechnology

26


Intelligent Ticket SchedulingOptimization and Scheduling Scenarios

Estimated Time to Completion of Jobs and Scheduling optimization based on historical data

Work ticket Classification using Deep Learning techniques

Technician matching based on skills and Parts. Recommendation based on service history data

27

Questions?


28

Our CX Experts are here to listen.Get in touch with us.

Nico [email protected]

Veerle Van [email protected]

Ingrid [email protected]

Documents

Improve your Field Service efficiency with SAP Customer