What does SAP Field Service Management mean in practice?
SAP FSM – or SAP Field Service Management – is very helpful to streamline your customer service as it combines all field service processes in one handy cloud solution. If you want to know what this solution can do: you'll find it out in this blog.
SAP Field Service Management and your customer service
So, what happened on Mary’s side when I decided to call her to discuss my issue and schedule an appointment? Well, she had the SAP FSM system open, and ready to go when a customer calls in. She took down my information: contact details, address, technical details about the machine before proceeding to the actual issue. If I had had an account, she could have accessed that information instead of having to ask me which would have saved time. She then checked the schedule of the technical teams in my area so she could dispatch one my way as quickly as possible. Because it was summer, it took her a bit longer to find an available spot, but all in all someone would be coming around the next week. She locked the date within the system, explaining me what kind of notifications I could expect – like texts and calls – and also what kind of payment options were available to me when the work was done. She told me to have a nice day, and the conversation ended.
Within the system, everything was saved, and they sent out the reminder text two days in advance. On Tuesday, the scheduling assistant narrowed down the actual time when the technician would visit my house, sending out a text alert again. From then on out, the texts would be prompted by the technician when he was on the road.