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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
Improve your Field Service efficiency with SAP CX solutions
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
SAP CX Portfolio & Architecture
Demo
Future steps
Q&A
Improve your Field Service efficiency with SAP CX solutions
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
Improve your Field Service efficiency with SAP CX solutions
7
Agenda
Introduction
SAP CX Portfolio & Architecture
Demo
Future steps
Q&A
Improve your Field Service efficiency with SAP CX solutions
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
11
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
3. DispatchImprove your Field Service efficiency with SAP CX solutions
Dispatch board : assign technician to service activity – use drag & drop. Release the assignment,
3
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3. DispatchImprove your Field Service efficiency with SAP CX solutions
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
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4. Work confirmationImprove your Field Service efficiency with SAP CX solutions
Update Checklist
4
17
4. Work confirmationImprove your Field Service efficiency with SAP CX solutions
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
Improve your Field Service efficiency with SAP CX solutions
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
SAP CX Portfolio & Architecture
Demo
Future steps
Q&A
Improve your Field Service efficiency with SAP CX solutions
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
Improve your Field Service efficiency with SAP CX solutions
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
Improve your Field Service efficiency with SAP CX solutions
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
Improve your Field Service efficiency with SAP CX solutions
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?
Improve your Field Service efficiency with SAP CX solutions
28
Our CX Experts are here to listen.Get in touch with us.
Nico [email protected]
Veerle Van [email protected]
Ingrid [email protected]