Rethinking Field Service: Beyond Traditional Trades

Field service has expanded beyond traditional trades to encompass diverse on-site customer experiences across industries, from park maintenance and regulatory checks to social service visits and real estate inspections. This evolution underscores its role as a critical “last mile” for delivering exceptional customer experiences, requiring businesses to adopt innovative tools like SAP Service Cloud and SAP Field Service Management (FSM). By equipping field agents with the right processes and technologies, organisations can standardise procedures, enhance productivity, and deliver consistent, high-quality service. Field service is now a strategic enabler that drives operational efficiency, customer satisfaction, and business success.

Enterprises are increasingly adopting modern solutions like SAP Service Cloud and SAP Field Service Management (FSM) to address evolving field service demands. Improved network infrastructure and robust offline capabilities enable seamless application use in the field, ensuring consistent performance even in remote areas. As Arun Kurup, Practice Partner (SAP CX) at DXC Technology highlights, “These solutions also bring structured last-mile service delivery, fostering professionalism and reliability. Compared to manual or disconnected processes, tools like SAP FSM significantly enhance efficiency in managing field tasks, leading to streamlined operations and better outcomes.”

Additionally, for industries with diverse field service needs, balancing standardised processes with the flexibility to cater to specific customer requirements is critical. Solutions like SAP FSM and SAP Business Technology Platform (BTP) offer core functionalities such as resource allocation, scheduling, activity planning, and outcome tracking while supporting customisations to handle unique scenarios. This combination allows organisations to maintain process consistency while adapting to individual customer needs, ensuring efficient service delivery and customer satisfaction.

Arun emphasises, “While the foundational service processes are consistent, the specifics—such as the type of activities, scheduling methods, and data collection requirements—vary significantly for non-traditional services. Tools like SAP FSM and Service Cloud provide a flexible framework to adapt to these variations, ensuring that unique complexities are addressed without compromising on process efficiency or consistency.”

To address the growing complexity and scope of field service, advanced solutions like SAP Service Cloud with Field Service Management (FSM) offer end-to-end capabilities like:

Integrated Field Service Management: The increasing complexity and scope of field service operations demand advanced, integrated solutions. Tools like SAP Service Cloud combined with Field Service Management (FSM) provide a seamless, end-to-end approach to managing customer interactions and on-site tasks, ensuring businesses deliver consistent, efficient, and professional service.

Seamless customer interaction management: SAP Service Cloud centralises customer data and integrates communications from multiple channels into a single platform. This allows businesses to manage queries, complaints, and requests with ease while maintaining a unified record of all interactions. By providing a complete view of the customer journey, it enhances efficiency and helps build trust through reliable and informed responses.

Enhanced on-site execution: Field Service Management complements SAP Service Cloud by focusing on tasks requiring physical site visits. It equips field agents with all necessary information, clear instructions, and mobile tools to execute tasks efficiently. FSM supports real-time updates, enabling agents to log outcomes instantly, ensuring transparency, accountability, and a seamless flow of information between the field and the office.

Consistency and productivity through automation: FSM allows organisations to standardise workflows for diverse scenarios while maintaining flexibility. For example, during a real estate property inspection, the system triggers a service request in SAP Service Cloud, notifying tenants and managing confirmations or rescheduling. FSM then generates a detailed task plan for the field agent, ensuring consistent execution and a professional experience. This automation improves productivity, minimises errors, and enhances the customer journey, making it a vital tool for businesses managing complex field operations.

DXC Technology supports enterprises with solutions like SAP FSM. Tauranga City Council partnered with DXC Technology to modernise its operations and address the challenges posed by outdated ERP systems and fragmented processes. Located in New Zealand’s fast-growing Bay of Plenty region, the Council faced increasing demands due to rapid population growth of 2.6% annually—twice the national average. DXC guided the Council through a comprehensive digital transformation, enabling them to meet strict regulatory requirements while significantly improving customer service.

Through this partnership, the Council achieved remarkable results. Response times were reduced from 3-4 days to instant resolutions, dramatically boosting customer satisfaction. Service Level Agreements (SLAs) were consistently met without expanding team sizes, ensuring efficient support for the growing population. Additionally, administrative tasks were streamlined, cutting effort by 99%—transforming a 22-minute application process into a fully automated workflow. This transformation highlights DXC’s expertise in delivering innovative solutions for public sector challenges.

What this means for Mastering SAP insiders

Prioritise integrated field service solutions for streamlined operations: Field service is no longer confined to traditional industries; it spans diverse sectors with unique demands. To address this complexity, SAP Service Cloud and Field Service Management (FSM) offer integrated tools for resource planning, scheduling, and real-time updates. These solutions ensure professional, efficient service delivery, enabling organisations to meet the growing expectations of modern field operations.

Leverage automation for enhanced productivity and customer satisfaction: Automating workflows through SAP FSM standardises processes while maintaining the flexibility needed for diverse scenarios. This reduces manual effort, minimises errors, and ensures consistent service delivery. Examples like Tauranga City Council highlight how automation can cut administrative tasks by 99%, transforming customer experiences and boosting satisfaction.

Adopt customisable frameworks to balance standardisation and flexibility: Industries with varied field service needs must balance process consistency with the ability to adapt to specific customer requirements. Tools like SAP FSM and SAP BTP enable customisations for unique scenarios while maintaining operational efficiency. This adaptability ensures tailored customer experiences without compromising on quality or performance.