End-to-End Service
Transcript of End-to-End Service
Sean StänkelströmNov, 2021
End-to-End Servicewith S/4HANA & Field Service Management
2INTERNAL© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
AGENDA• Introduction
• End-to-end Service
• Wrap-up
Introduction
4INTERNAL© 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
CustomerInteraction
Form of Service
Transactional Contractual “Transparent”
Evolution of Service
Call Center
Spare Parts
Maintenance Service
Value-Add Service
“Equipment-as-a-
Service”
5INTERNAL© 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
6INTERNAL© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP S/4HANA in the Intelligent Enterprise: Solution Overview
Enterprise Management
Suite LoBSolutions
SAP S/4HANALoB Solutions
SAP S/4HANALoB Solutions
Suite LoBSolutions
Sales & Marketing Finance Manufacturing Supply Chain
Sourcing & Procurement Human ResourcesR&D / EngineeringService 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 CloudSAP 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
7INTERNAL© 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/4HANAEnterprise Management
SAP S/4HANALoB Apps
Suite LoB Solutions
additional installation
additional license
additional license
End-to-End Service
11Confidential© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Revenue
Trigger Back Office (S4) Scheduling (FSM) Mobile Field Service (FSM)
Serv
ice
Ord
er
Installation
Repair
MaintenancePlan + Dispatch
Check + Approve
Smartphone
Tablet
Desktop
Time Tracking
Materials Used
Spare Parts Used
Checklists
Expenses + Mileages
Error Codes
Service Report
Order Finalization
SMSNotification
WorkflowSteps
QualityAssurance
Reports +Analytics
Invoicing
ApprovalAdministration
Customer feedback
SAP enables speedy resolutions, efficient processesand smooth data flow
Material Cost
Time-sheet
14Confidential© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Revenue
Trigger Back Office (S4) Scheduling (FSM) Mobile Field Service (FSM)
Serv
ice
Ord
er
Installation
Repair
MaintenancePlan + Dispatch
Check + Approve
Smartphone
Tablet
Desktop
Time Tracking
Materials Used
Spare Parts Used
Checklists
Expenses + Mileages
Error Codes
Service Report
Order Finalization
SMSNotification
WorkflowSteps
QualityAssurance
Reports +Analytics
Invoicing
ApprovalAdministration
Customer feedback
SAP enables speedy resolutions, efficient processesand smooth data flow
Material Cost
Time-sheet
Field Service Management
16PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Planning &Dispatching
Smartforms& Feedback
Analytics
CustomerSelf-Service
SAPField ServiceManagement
IoT enabled Field Service
Integration to back-end
MobileField Service
Optimize Your Field ServiceField Service Management
Crowd service
17PUBLIC© 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?
18PUBLIC© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
20PUBLIC© 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 bycapturing 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
21PUBLIC© 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
22PUBLIC© 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
23PUBLIC© 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
24PUBLIC© 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
Field Service End-to-End Flow
Service Requests / Workorders
Service Center / CRM
Intelligent Asset Mgmt
Service Contracts
Solution OrdersService Order
iOTPlanned Maintenance
Self-Service
Execution
Partner Portal
PlanningService Calls
Invoicing &
Cost Control
Approvals & ReportingPreparation
Projects
Experience Management (QUALTRICS)
Reporting & Analysis (SAP SAC)
Wrap-up
28INTERNAL© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Intelligent Service ManagementYour trusted path to an intelligent enterprise
Digital Age User Experience
Digital assistance and natural language
conversations for increased productivity and user
satisfaction
New BusinessModels
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
Questions?
Thank you!Contact information:
Sean StänkelströmSolution Advisor – Intelligent Service [email protected]
31INTERNAL© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Field Service ManagementStandard Integration Scenarios available
SAPS/4HANA
Service (Cloud)
SAP S/4HANA Service (on premise)
SAP ECC CS, PM or PS
SAP CRM 7.0
SAPField ServiceManagement
SAPCX Service
Cloud
SAP S/4HANA PM, PS or CS
(compatibility mode)
based on FSM Cloud Connectorincluded in SAP FSM License priceprovided 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
32INTERNAL© 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
PROJECTUSAGE
FOLLOW UP
SERVICE CALL
MOBILE
ACTIVITY
T&M JOURNAL
RESERVED MATERIAL
SCHEDULING
APPROVE
EFFORTPARTS
MILEAGEEXPENSES
SMARTFORMSFEEDBACK
TOOLS
EFFORTPARTSMILEAGEEXPENSESSMARTFORMS / CHECKLISTSFEEDBACK CODESUSED TOOLS
Standard integration scenarios can be modified using the ABAP Enhancement method
INVOICE
PS NETWORK ORDER
33INTERNAL© 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
EFFORTPARTS
MILEAGEEXPENSES
SMARTFORMS
SOLUTION ORDER
ATP/RESERVATION/PURCHASING
EFFORTPARTSMILEAGEEXPENSESSMARTFORMS
TIMELINE
34INTERNAL© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Selected SAP Field Service Customers