sapsa-fsm.pdf
- 1. Sean Stänkelström Nov, 2021 End-to-End Service with S/4HANA & Field Service Management
- 2. 2 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ AGENDA • Introduction • End-to-end Service • Wrap-up
- 3. Introduction
- 4. 4 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Evolution of Aftermarket Services Value Break-fix maintenance service Preventive maintenance service Solution- and Outcome- based service Customer Interaction Form of Service Transactional Contractual “Transparent” Evolution of Service Call Center Spare Parts Maintenance Service Value-Add Service “Equipment- as-a- Service”
- 5. 5 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ End-to-End Service Process Plan, Optimize & Orchestrate Invoice & Close Sell, Contract & Engage Schedule & Execute • Offer and sell services & outcomes • Contract lifecycle management • Engage with customers via multiple channels and self- service • Ticketing & remote support • Service planning and operations • Ensure environmental health & safety • Schedule, dispatch and optimize work and resources • Mobile service execution • Help technicians to perform their jobs best • Touchless billing • Accounting and profitability management • Identify cross-/up-sell opportunities Analyze, Integrate & Extend • Analyze profitability and compliance • Deliver value across the service organization • Enhance standard service solution with apps & extensions
- 6. 6 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP S/4HANA in the Intelligent Enterprise: Solution Overview Enterprise Management Suite LoB Solutions SAP S/4HANA LoB Solutions SAP S/4HANA LoB Solutions Suite LoB Solutions Sales & Marketing Finance Manufacturing Supply Chain Sourcing & Procurement Human Resources R&D / Engineering Service Asset Management • Core HR and time recording • Operational procurement • Sourcing and contract management • Supplier management • Procurement analytics • Invoice management • Service master data and agreement management • Service operations and processes • Service parts management • Maintenance management • Enterprise portfolio and project management • Product engineering • Central procurement • Asset operations and maintenance • Environment, health, and safety • Extended enterprise portfolio and project management • Product lifecycle management • Product compliance • Core human resources and payroll • Talent management • Time and attendance management • Human capital analytics • Services Procurement • Supplier management • Collaborative Network • Guided Buying • Augmented Decision Making • SAP Enterprise Product Development (EPD) • SAP Intelligent Asset Management • SAP Geo Enablement Framework • SAP Field Service Management • SAP Service Cloud • SAP CRM • Order and contract management • Sales force support • Accounting and financial close • Financial operations • Cost management & profitability analysis • Enterprise risk and compliance • Inventory • Warehousing • Delivery and transportation • Order promising • Production engineering • Production planning • Production operations • Quality management • Manufacturing insights • Sales performance management • Advanced accounting & financial close • Advanced financial operations • Treasury management • Commodity management • Real estate management • Subscription billing & revenue management • Advanced warehousing • Advanced transportation • Advanced order promising • Extended service parts management • Extended production planning and scheduling • Extended Production Engineering and Operations • Governance, risk, and compliance • Financial services network • SAP Cash Application • Financial planning & analysis • SAP Integrated Business Planning • SAP Global Batch Traceability • SAP Logistics Business Network • SAP S/4HANA Transportation Management • SAP S/4HANA Extended Warehouse Management • SAP Warehouse Insights • SAP Sales Cloud; SAP CPQ • SAP Commerce Cloud • SAP Marketing Cloud • SAP Qualtrics • SAP Customer Data Cloud SAP Customer Experience • SAP Digital Manufacturing Cloud • SAP Manufacturing Suite (SAP ME, SAP MII, Plant Connectivity) additional installation additional license additional license additional installation additional license additional license SAP S/4HANA
- 7. 7 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ • Asset Network and Collaboration with SAP Asset Intelligence Network (AIN) • Mobile Field Service Execution with SAP Field Service Management (FSM) SAP S/4HANA Service Overview Subscription Order Management Financial Shared Services Management Service Master Data and Agreement Management Service Operations and Processes Service Parts Management Engage with customers on multiple platforms for their requests, complaints, and any other interactions. Combine services and products as a packaged solution. Perform services efficiently and effectively, with all the required material and human resources. Bill customers in a timely manner in accordance with contractual agreements. Improve efficiency in parts fulfillment, planning, procurement, and warehousing with integration of core materials management and finance functions. Leverage intelligent shared service capabilities with automation based on ML/AI. Extend commercial service offerings with enhanced subscription management. Service Management Overview Maintenance Plan SAP Field Service Management Manage customer asset records, service history, and commercial agreements. Plan preventive maintenance services based on the relevant information readily available. Monitor operations and business outcome of services business by holistically looking at the entire service processes. SAP S/4HANA Enterprise Management SAP S/4HANA LoB Apps Suite LoB Solutions additional installation additional license additional license
- 9. 11 Confidential © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Revenue Trigger Back Office (S4) Scheduling (FSM) Mobile Field Service (FSM) Service Order Installation Repair Maintenance Plan + Dispatch Check + Approve Smartphone Tablet Desktop Time Tracking Materials Used Spare Parts Used Checklists Expenses + Mileages Error Codes Service Report Order Finalization SMS Notification Workflow Steps Quality Assurance Reports + Analytics Invoicing Approval Administration Customer feedback SAP enables speedy resolutions, efficient processes and smooth data flow Material Cost Time- sheet
- 10. 14 Confidential © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Revenue Trigger Back Office (S4) Scheduling (FSM) Mobile Field Service (FSM) Service Order Installation Repair Maintenance Plan + Dispatch Check + Approve Smartphone Tablet Desktop Time Tracking Materials Used Spare Parts Used Checklists Expenses + Mileages Error Codes Service Report Order Finalization SMS Notification Workflow Steps Quality Assurance Reports + Analytics Invoicing Approval Administration Customer feedback SAP enables speedy resolutions, efficient processes and smooth data flow Material Cost Time- sheet
- 12. 16 PUBLIC © 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ Planning & Dispatching Smartforms & Feedback Analytics Customer Self-Service SAP Field Service Management IoT enabled Field Service Integration to back-end Mobile Field Service Optimize Your Field Service Field Service Management Crowd service
- 13. 17 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Automatic Scheduling and Optimization Auto-scheduler plugins are scheduled or event-triggered through business rules This includes: Preconfigured & customizable Optimization Plugins fully tailored to the business case of the company Assisted Planning Assistance with show timeframe and find matching technicians Direct manual planning Supported by intuitive click and point interface (Drag-and-Drop, or Unassign, or Assign to) Planning Modes: Degree of automation?
- 14. 18 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
- 15. 20 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Mobile Field Service Management App – Speed up issue resolution and enable smooth information flow § Cut resolution times by giving technicians a mobile access to relevant information related to customers, services, products and spare parts – set which tools are required to perform a certain job § Make it easy for technicians to find the right location with mapping and GPS tracking – and maintain the visibility on where they are § Support your technicians with mobile checklists to meet EHS (environment, health and safety) standards § Reduce paper work and enable a smooth information flow by capturing time, material and expenses on mobile device § Also capture electronic signatures and customer feedback § Stay productive also when connectivity is low and utilize the offline functionality § Service workflows with dedicated screen types allow to set focus on the relevant information for that specific step
- 16. 21 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Smartforms | 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 on the field to better understand customers and employees § Share data and increase transparency across the field service supply chain and other teams
- 17. 22 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Customer Self-Service | All about the Customer Planning & Dispatching Field Service End Customer
- 18. 23 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Customer Self Service | Help customers to help themselves § Access 24x7 self-services by scanning a QR code or another unique identifier § Let your customers schedule an appointment with a service technician guided by an intelligent chatbot § Enhance your customers’ self-service experience with a transparent overview of the entire process § Accelerate service with interactive dialogue (chatbot) to triage, diagnose, and resolve issues
- 19. 24 PUBLIC © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Crowd Service | Expand Your Service Teams § Expand your service teams with partners, freelancers and other skilled resources and leverage them on demand. § Meet customer expectations for real-time service with on- demand workforce § Optimize resource allocation with AI-based scheduling: find the best available technicians in the right location for each job § Crowd workers have ability to accept or reject assignments within a set timeframe § Maintain high service quality and support your crowd workers with mobile field service management
- 20. Field Service End-to-End Flow Service Requests / Workorders Service Center / CRM Intelligent Asset Mgmt Service Contracts Solution Orders Service Order iOT Planned Maintenance Self-Service Execution Partner Portal Planning Service Calls Invoicing & Cost Control Approvals & Reporting Preparation Projects Experience Management (QUALTRICS) Reporting & Analysis (SAP SAC)
- 21. Wrap-up
- 22. 28 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Intelligent Service Management Your trusted path to an intelligent enterprise Digital Age User Experience Digital assistance and natural language conversations for increased productivity and user satisfaction New Business Models Rapidly design and execute new business models and digital services, based on advanced end-to-end processes End-to-end Process & Real-time Steering Context aware, real-time, predictive insights so you can make better decisions and adjustments, faster
- 23. Questions?
- 24. Thank you! Contact information: Sean Stänkelström Solution Advisor – Intelligent Service Management Sean.Stankelstrom@sap.com
- 25. 31 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Field Service Management Standard Integration Scenarios available SAP S/4HANA Service (Cloud) SAP S/4HANA Service (on premise) SAP ECC CS, PM or PS SAP CRM 7.0 SAP Field Service Management SAP CX Service Cloud SAP S/4HANA PM, PS or CS (compatibility mode) based on FSM Cloud Connector included in SAP FSM License price provided by SAP Partner Proaxia SAP Business One based on SAP B1 Cloud Connector included in SAP FSM license price based on SAP Integration Suite (formerly known as CPI) SAP Integration Suite license is required Enterprise Messaging Service (EMS) is required for SAP S/4HANA Service (Cloud) integration
- 26. 32 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Standard Interface available now Standard Service Process Description • A released service order is replicated into the FSM planning board • Using advanced scheduling the best matching technician(s) can be assigned to the service order • Releasing the assignment will push a notification to the technician’s mobile app • On the offline mobile app, the technician can confirm planned and unplanned effort, parts and expenses. The technician can also generate a PDF summary and capture the customer’s signature • After T&M Journal approval a Service Confirmation is created with follow-up Timesheet, Goods Movements and Billing Field Service Management with SAP ECC CS/PM/PS or S/4HANA CS (comp)/PM/PS SAP ECC CS/PM/PS S/4HANA CS (comp)/PM/PS SAP Field Service Management PM MAINTENANCE ORDER CS SERVICE ORDER OPERATIONS COMPONENTS CS SERVICE NOTIFICATION CS SERVICE CONFIRMATION DEBIT MEMO REQUEST GOODS MOVEMENT TIMESHEET NOTIFICATION PROJECT USAGE FOLLOW UP SERVICE CALL MOBILE ACTIVITY T&M JOURNAL RESERVED MATERIAL SCHEDULING APPROVE EFFORT PARTS MILEAGE EXPENSES SMARTFORMS FEEDBACK TOOLS EFFORT PARTS MILEAGE EXPENSES SMARTFORMS / CHECKLISTS FEEDBACK CODES USED TOOLS Standard integration scenarios can be modified using the ABAP Enhancement method INVOICE PS NETWORK ORDER
- 27. 33 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Customer Service to Field Service with S/4HANA Service | Reference Architecture (*) (*) subject to change and partially roadmap SAP S/4HANA SAP Field Service Management SERVICE CONTRACT SERVICE ORDER SERVICE QUOTATION SERVICE CALL MOBILE ACTIVITY SERVICE CONFIRMATION T&M JOURNAL BILLING REQUEST / INVOICE GOODS MOVEMENT TIMESHEET SAP Cloud for Customer CHANNELS AGENT DESKTOP TICKET MAINTENANCE PLAN RESERVED MATERIAL SERVICE SPARE PART RELEASE SCHEDULING APPROVE EFFORT PARTS MILEAGE EXPENSES SMARTFORMS SOLUTION ORDER ATP/RESERVATION/ PURCHASING EFFORT PARTS MILEAGE EXPENSES SMARTFORMS TIMELINE
- 28. 34 INTERNAL © 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Selected SAP Field Service Customers