March 4, 2022

What You Need to Know about SAP Field Service Management

Dennis Kurlandski

Dennis Kurlandski

Managing Director, Finance & Asset Performance Management

This is written at a time when many companies find themselves at a crossroads related to the use of technology to support enhanced field capabilities.   

The genesis of the crossroads varies from enterprise to enterprise, but may include one or more of the following motivations: 

  • First- or second-generation technology in use today may be nearing end of life. For example: ClickSoftware on-prem scheduling and SAP Work Manager are both facing end of life scenarios in the next couple of years 
  • The total cost of ownership (TCO) for multiple department-based solutions is high when compared to an enterprise solution that can satisfy the needs of various departments 
  • The desire to streamline and simplify siloed solution architecture suddenly casts a spotlight on department-based solutions and separate technologies to support scheduling / dispatch and mobility 
  • The need to keep up with exceedingly high customer expectations driven by experience with other industries (e.g.: Amazon, Uber) that deliver real-time information and foster instant gratification expectations  

The one constant across all of these business drivers is a need to select and deploy the next generation solution(s) for scheduling, dispatch and mobility.  Easily stated in a brief sentence, but the devil is in the details!   

SAP Field Service Management (FSM) is a cloud solution that offers scheduling, dispatch and mobility all in one platform — a first for SAP. Acquired by SAP in 2018 from Coresystems, the solution has been garnering interest from North American utilities and energy companies over the past few years.  While FSM is currently positioned in the Challengers Quadrant of the Gartner Magic Quadrant for Field Service Management, I foresee it climbing into the Leaders Quadrant as the solution continues to mature and gains greater adoption.   

At the time of this writing, Utegration is in the process of implementing FSM at a multi-state gas distribution company to consolidate multiple technology stacks into one platform, which will bring the welcome benefits of reduced costs and increased compliance with PHMSA Tracking & Traceability requirements. This enterprise-wide deployment of FSM will support all field activities including broke / fix, construction, customer service, inspections and routine maintenance.  And once implemented, the solution will be used by both employee and contractor crews.   

I would love to tell you more about SAP FSM — its capabilities, benefits and user experience — so that you're prepared to face the enhanced field capabilities crossroads with confidence.  Allow me to invite you to a 30-minute demo and Q&A on Wednesday, April 20 starting at 1:00 pm ET. The event is virtual, so you can attend from wherever you are. Register here: Your Field Operations on SAP FSM.

Of course, if you'd like to connect before or after the conference, feel free to message me directly via LinkedIn