Meet real-time service expectations
Innovative and human-powered field service with Crowd Service
162 million people are working as freelancers across the United States and the EU-15.
By 2025, 10% of emergency field service work will be both triaged and scheduled by artificial intelligence.
There will be 50 Billion internet-connected devices by 2025.
Crowd Service lets you capitalize on the talent within your own business ecosystem and makes it easy for companies to adjust their workforce to current demands in real-time. Having a larger available skilled workforce also provides you with the resources you need to accept new business and clients. By creating a pool of skilled service technicians consisting of your employees, subsidiaries, partners, and freelancers, you will always find the perfect person with the right expertise for the job!
The benefits of a Crowd Service are:
Managing a Crowd of workers across your entire business ecosystem is no easy task. That is why the job is best left to the AI-powered scheduling assistance. Service requests can still be manually dispatched. Or they can be automatically assigned using intelligent scheduling to determine the best qualified technician by taking into account expertise, location, and availability.
AI Crowd dispatching enhances your field services by providing:
Building an ecosystem by collaborating with business partners will help you quickly expand your company’s edge and your market. However, it is your customers that stand to gain the most since they will benefit from quicker and better service. Customer satisfaction will soar as customers’ service needs are addressed by local experts. In addition, you will be contributing to a sustainable business model by maximizing the potential of your ecosystem’s assets.
Manage your Crowd in your Service Crowd Platform
The way we work is changing. The next generation of employees is placing priority on independence, autonomy and flexibility. There is a clear trend amongst skilled workers – in particular in the service and technology sectors – towards self-employment. On top of that, a generation of skilled experts of retirement age still wants to offer their knowledge at their own convenience. Crowd service lets you adapt your workforce to accommodate for the shifting perspectives on employment. It also ensures that you don’t fall victim to the growing talent gap in field services. Crowd services ensure that you always have the qualified personnel you need to provide the quality service you promise.
Coresystems and SAP have pioneered 'Crowd Service' – which allows customers to leverage an Uber-like platform to find available field service technicians in real-time.
Great field service no longer revolves around reacting to a failure. With our intuitive technology and enhanced processes, you can proactively manage field resources, and be better prepared to resolve your customer issues in advance of failures.
Delivering exceptional service is tougher today than it's ever been. With analytics, you can make your service more efficient, effective, and more closely aligned with your customers' needs.
SAP's Customer Self-Service Portal is a knowledge base and customer portal all in one. With the easy-to-use code scanner function, your customers can quickly access product or equipment information or initiate service calls in a more efficient manner.
Customer satisfaction begins with employee expertise. With Smartforms, you can ensure that your employees have the insight and information necessary to deliver high-quality service in any situation.
Great service means being in the right place at the right time. With Workforce Management Material you can link parts to warehouses in real-time, so your field service technicians have a better chance of getting it right the first time. You can also track service vehicles for improved resource management and response times.
Customers demand a level of service which is difficult to execute in paper form. Mobile technology has transformed the way in which organizations operate in the field in this age of the empowered customer.
SAP Field Service Management (FSM) is delivered in the cloud as a SaaS application, yet offers seamless offline functionality in all mobile applications. Best of all, FSM comes ready for 3rd party integrations with its powerful API.
Understanding security, GDPR and personal data definition are critical for business compliance. SAP will take any action necessary to ensure that we handle customer data in compliance with applicable law.
We have already successfully reduced the time between servicing and invoicing from several weeks to an average of six days on more than 50% of customer service calls.