Field service management is all about the 4 “R’s” — delivering to the right person, at the right place, at the right time, with the right tools.” Thus, equipping your field service technicians with everything they need on field is becoming a key differentiator to enhance Customer satisfaction.
Here are some drivers for the future FSM requirements
#Evolving Business Model
With evaluation of uberisation (aggregation model), Pay-per-use model will be popular for equipment which are capital intensive. This will result in complete new set of service requirements to manage the Field service.
#Know Me Better
Predictive maintenance will be key focus areas, with Customer expecting services based on the actual pattern and usages of customers rather than on the schedule-based based AMC. This will result in fast tracking the digital adoption in Field Service. The Service will move from the current AMC based pricing model to outcome based pricing based model ( e.g.Zero down time)
#Field service as a critical customer touchpoint
With Ecommerce evolving as a distribution channel, Field Service will become a critical touch points for Customer interactions, up/cross skilling. This will trigger a new set of skill sets for the Field Service personnel.
#Knowledge Commoditization
Ability to provide the collective knowledge and experience of the organization to every Field Service personnel while performing the Service to ensure the quality of the solution, despite the technical complexity and heterogeneity that will emerge into product life cycle, due to the various technology advancements.
What is SAP Field Service Management (SAP FSM)?
In this journey of adoption of the field service to the future requirement, SAP Field service solution is a good choice to consider!
SAP FSM is a cloud-based solution designed for industries involving field services and Technicians. The product provides next generation field service capabilities to provide seamless customer experience
The following are the highlights of SAP FSM solution
To know more about SAP Field Service Management, contact us!