The Field Service Management solution from SAP (formerly Coresystems) is positioned in the renowned Gartner Magic Quadrant for the third time. We were classified as visionaries in the graphical representation. For the evaluation, Gartner looks at companies’ ability to execute and their completeness of vision. The anew placement is a reconfirmation that SAP enables companies to satisfy their clients’ needs and stay ahead of the competition: our field service management solution adapts to the newest developments of the market and addresses potential emerging barriers. Further, it empowers companies to create a consistent customer experience from the first contact to on-site service up to billing. In that way, we create intelligent solutions for an enhanced customer experience.
SAP's solution is tailored to the needs of companies, helping to expand field service expertise and accelerate customer service. The versatile tools are based on the latest transformation technologies such as the Internet of Things, Augmented Reality and Artificial Intelligence and are, therefore, able to efficiently shape the fast and increasingly connected daily business:
When urgently needed spare parts are missing, an unscheduled maintenance is due, or important machines fail, it is important that service technicians are quickly on-site. The SAP Field Service Management solution can remedy: With real-time scheduling of customer service requests, technicians know immediately which customer needs help and which know-how is required. Thanks to the transparent management and coordination of orders, customers can be served without long waiting times.
Integrated in SAP Field Service Management, our Crowd Service tool leverages artificial intelligence to enable advanced real-time planning of field service activities. This allows companies to access a larger pool of service technicians, including in-house technicians and freelancers, as well as technicians in partner companies and subsidiaries. Technicians receive requests based on their expertise, location and availability. That way, the best qualified technician can be found for each customer inquiry.
Agile Market Alignment
In addition to SAP Field Service Management, we offer a number of other tools that help service technicians as well as improve the customer experience. One example is the latest integration of SAP Leonardo IoT into SAP Field Service Management: The collected sensor data of machines are analyzed and clearly displayed in a dashboard. The system recognizes when the next maintenance is due and sends an alert to the service technician. By integrating SAP Leonardo IoT into SAP Field Service Management, data can be quickly exchanged and effectively analyzed: Customers benefit from forward-looking and targeted services. Another example is the use of VoiceBots: The bots can provide on-site support to technicians by communicating with them using mobile devices and giving instructions.
Read Gartner's full and free report here: https://www.coresystems.net/gartner
Gartner Analyst: Jim Robinson
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