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


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”


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


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


• 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


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?


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


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


Customer Self-Service | All about the Customer

Planning & Dispatching Field Service End Customer


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


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


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]


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


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


Selected SAP Field Service Customers

end-to-end service

Documents