& Field Service Dispatching
Get the right people to the right place, on time, with the parts they need.
57% of all incoming calls require dispatching. Efficient scheduling and dispatching is a winning factor.
97% of consumers said customer service is important to their choice or loyalty to a brand.
Customers report of a success rate of 92% in meeting response times.
With a simple drag-and-drop interface, SAP workforce management software makes scheduling and dispatching easy. No matter if your scheduling process is manual, interactive, or fully automated and AI-powered, the advanced scheduling capabilities make dispatching easier to manage and increase first-time fix rate.
Coresystems’ workforce management platform helps planners by providing a visual indication of where a certain work order should be placed. This ensures that you don’t miss your customers’ SLAs.
Visual feedback on the planning board lets you see jobs that are running overtime, which might potentially impact other scheduled activities.
Advanced workforce scheduling by SAP makes it easy to:
manage complex shift schedules
relay real-time job status information to the back office
easy to make adjustments using a drag-and-drop interface
visibility of travel time
matching of job requirements with technician’s skillset
find the technician that best suits a certain job by taking into account, skillsets, availability, coverage
a fully customizable planning list lets you view the information that is important for you (work order status, address, equipment, SLA and custom fields)
The drag-and-drop dispatch console offers increased visibility and transparency. This makes it easier and more efficient to assign tasks and schedule field service technicians. Not only is scheduling simplified, but the caliber of service and the customer experience improve measurably. The overall increase in efficiency and output also leads to a higher profit margin.
The drag-and-drop scheduling, dispatching and planning feature lets you:
The Workforce Scheduling Tool makes sure that the nearest and best-qualified service technician is sent to each field service visit. Your field service technicians will appreciate the decrease in travel time and frustration with unfamiliar repair issues. Your customers will appreciate the quick responses and first-time-fix rate!
With advanced scheduling and dispatching you can:
Thanks to artificial intelligence (AI), auto-scheduling has become more intelligent. Using advanced algorithms, field service providers are able to optimize scheduling, planning and dispatching in real-time. The result is smoother and swifter operations and the best possible utilization of all your available resources. The increase in efficiency and productivity translates directly into a sizable return on your investments.
Intelligent auto-scheduling lets you:
Long-cycle field service projects have an added level of complexity. They necessitate the availability of specific resources and expertise over an extended period of time. With Gantt charts it is easy to manage more complicated long-term service and installation projects. This means that technicians can get started immediately rather than waste time coordinating logistics. Project planning and workforce management has never been easier.
Gantt charts make it easy to:
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.