Energy industry 4.0

Mobile workforce management for grid operators who want to optimize service and maintenance

Support your dispatchers and technicians with digital tools

Connecting points of consumption to the grid, ensuring grid stability, operating and maintaining the grid safely − grid operators play a crucial role in maintaining public and economic life. As part of the critical infrastructure, they bear a special responsibility when it comes to managing and expanding efficient and reliable power grids. In this context, a high level of fail-safety has absolute priority.

If disruptions do occur, it is essential to remedy them as quickly as possible and restore smooth grid operations. This requires a holistic workforce management system that takes into account, for example, the availability and skills of technicians when planning their deployment. At the same time, efficient field service means that the technicians are given the best possible support in rectifying the fault on site, for example with checklists or instructions.

Paper-based processes no longer meet today's requirements in resource planning, as they are lengthy, confusing and prone to errors. Grid operators can achieve a higher level of service, maintenance and network operation if they put their workforce management on a digital basis. Software solutions such as SAP Field Service Management map the entire workforce planning process end-to-end - with maximum flexibility and user-friendliness. And they provide the necessary information to enable network operators and utilities to make the right decisions, both in day-to-day operations and in longer-term planning.

With software-based workforce management for the office and field service, grid operators are able to optimize their service performance and thus achieve higher revenues and profits.

+ 50 %

Productivity

- 20 %

Service costs

+ 81 %

Adherence to promised deadlines

+ 30 %

Assignments per employee

Your challenges today

High volume of paper-based activities
No workflow automation in the field
Inaccurate information about plants, therefore inefficient allocation of resources and long time to repair outages
Reactive plant maintenance due to lack of real-time information
Limited cooperation between office and field service
Dispatching: lack of overview of suitable technicians with the necessary qualifications

Field-service-planning-utilities-IBsolution

Incomplete technical information for execution at the customer's site
Limited use of manuals and technical information on site
Paper-based documentation
Long processing times due to missing information and time-consuming coordination with all parties involved in the process
High expenditure of time due to permanent searching for the required documents
High travel expenses due to lack of intelligent route planning

What can be better tomorrow

End-to-end automation of your workforce management with SAP Field Service Management

Step #1: Order creation

Management of the grid connections of business and private customers in the customer portal
Reporting of repairs and disruptions via the customer portal
Automatic creation of service tickets
Planned and regular service and maintenance operations based on forecasts
Automatic categorization of service tickets

Step #2: Dispatching

Resource planning by assigning service tickets to available employees, taking into account time, location, material and required qualifications (possibly crowd service/partner management)
Scheduling of the order
Route planning
Coordination of the partners involved (concrete laborers, authorities etc.)

Step #3: Execution by technician

Mobile order processing
Checking the completeness of tools and documents
Provision of the entire maintenance and service history, security checklists and step-by-step instructions on the mobile device
Arrival on time at the site of operation through reliable route planning
Automatic updating of the work performed in the system

Step #4: Completion of on-site work and documentation

Recording of the work with the help of prefabricated checklists
Final report, digital acknowledgement by the customer without media break, archiving, automatic sending of a confirmation to the customer
Time recording
Updating of work orders, transmission of the next assignment with all necessary information and documents to the technician

Step #5: Completion of the work order/ticket

Time recording via mobile app
Automatic invoicing
Verification of a reorder of material through real-time access to warehouse data
Digital documentation
Obtaining customer feedback on the satisfaction of the order processing

Workforce management with SAP Field Service Management at a glance

Personnel & resource planning

Outstanding field service is characterized by the fact that it is provided before a failure occurs. Proactively manage your service operations resources with innovative technologies and optimized processes.Solve problems before your customers know they have them.

Mobile field service management

With paper-based processes, service companies are no longer able to meet the high service demands of their customers. Mobile technologies ensure that the service staff perform their tasks reliably, thus increasing customer satisfaction.

Field service analyses & dashboards

How do you manage to keep an overview at all times with all this information? Detailed analyses and clear dashboards support your employees in optimally aligning service to customer requirements.

Smartforms & feedback

The expertise of the employees is a decisive factor for high service quality and satisfied customers. The smartforms & feedback functionality provides your technicians with the information they need to keep their service promises in any situation.

Workforce management material

First-class service is not possible without the right material. Link your parts and inventory in real time so that your service technicians can resolve the customer's problem on the first visit. Mobile device location optimizes resource management and response times.

Self-service for customers

Involve your customers actively in the service process. By scanning a QR code, your customers can independently record a service call. This ensures that your service technician is available at the right time with the right parts at the right place.

Connections & integrations

SAP Field Service Management is a SaaS application that you obtain from the cloud. But it also offers offline functions in all mobile applications. In addition, powerful APIs make it easy to integrate third-party products outside the SAP landscape.

Crowd service

Increase the power of your customer service: With crowd service you create a service platform that makes use of external field service technicians in real time. This allows you to bridge any resource bottlenecks and make use of additional expert knowledge.

Your contact person

Michelle Wörner

michelle.woerner@ibsolution.com

+49 7131 2711-3000

Our packages for grid operators

IBsolution Packages Grid Operators

Here you can find additional information about service management with SAP

Without Excel and media breaks

Dynamic Field Service Management

No more headaches when planning your service technicians and executing on-site assignments. SAP Field Service Management is a powerful tool for managing all aspects and challenges of your mobile workforce.

Ensure efficient processes

Digital Work Order Management

Transform the way you work by using digital systems to ensure that your field staff always has the right information available at the right time.

SAP Field Service Management Release 2005

Blog

SAP Field Service Management: More possibilities with FSM Release 2005

The 2005 release of SAP Field Service Management (FSM) not only brings various new functionalities, but also optimizes performance.

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