Croonwolter&dros opts for SAP Service with Advanced Execution and SAP FSM

Accepting a service request is one thing. Ensuring that the right technician, with the right information, can get to work at the right time is another. Especially when contract agreements, planning, maintenance, and execution are spread across different processes and systems.

Croonwolter&dros recognized this challenge as well. Therefore, the organization sought a way to support the service process more as a whole: from the initial customer contact to the work of the technician in the field.

The choice fell on SAP Service with Advanced Execution, in combination with SAP Field Service Management (FSM) for the field service. McCoy advises Croonwolter&dros on the setup and further optimization of the SAP systems.

According to Sanne Zimbile, process owner of the maintenance process, found the integrated approach to be decisive. Not different solutions for different steps, but one service process in which the front office and execution are aligned.

From service request to actual execution

Initially, Croonwolter&dros considered the simpler SAP service solution. On the front end, it does exactly what you would expect: registering and handling service requests.

But of course, service does not stop once a request has been recorded. That's when the real work begins.

For the actual implementation, this solution proved to be insufficient. Factors such as task lists, preventive maintenance, and the management of technicians play an important role in this context.

Croonwolter&dros therefore investigated SAP Service with Advanced Execution. The major difference lies in the connection between the front end of the service process and the actual execution.

On the front office side, this involves managing service contracts, accepting service requests, and preparing and scheduling service orders.

On the backend side, it's about execution: performing tasks, working with task lists, and facilitating preventive maintenance.

It was precisely this coherence that was decisive for Croonwolter&dros.

Three benefits of the chosen solution

1. Everything together in one service contract

A service contract is much more than just a contract. It includes agreements on service levels, prices, and maintenance, as well as information about, for example, equipment and job locations.

With SAP Service with Advanced Execution, Croonwolter&dros can centrally document this.

Consider:

• Equipment and functional locations;

• SLA times;

• Price and contract agreements;

• Agreements on preventive maintenance;

• Maintenance plans, including PO plans.

This way, everything agreed upon with the customer is in one place. This provides a complete and reliable overview and helps to process service orders more quickly and consistently.

2. Not the department, but the process is central

If each department optimizes its own part of the process, that can work well locally. For the customer, however, there is only one process.

In the old system of Croonwolter&dros, the workflow was more fragmented. The setup was aimed at ensuring the efficient operation of individual departments. As a result, it can happen that each subprocess runs smoothly, while the overview of the entire customer process is lacking.

With SAP, the focus shifts to the process as a whole. From request to execution and completion: the various steps become much more interconnected.

This also makes improvement easier. Bottlenecks become visible sooner, and Croonwolter&dros can more precisely determine where the process can be improved. Ultimately, this should lead to better and more predictable service for customers.

3. The technician connected just as well outside

An integrated service process only truly works if the field service is also well connected. For this, Croonwolter&dros uses SAP FSM.

Planners and service coordinators thereby gain insight into where technicians are deployed and the current status of a service order.

Through the integration between SAP S/4HANA and SAP FSM, information from the back office is transferred to the field service. Conversely, progress from the field is fed back into SAP. Thus, there are no separate information streams, but one up-to-date information source for everyone involved in the service delivery.

For technicians, this means better support during their work. For planners and coordinators, it means more oversight and more opportunities to make adjustments.

Next step: smarter planning

It doesn't stop there. Another improvement for Croonwolter&dros is the semi-automatic scheduling of service work.

SAP FSM can match service orders with available technicians. Based on predefined rules, such as skills, availability, location, or the type of work, FSM creates a proposed schedule.

The planner remains in control but no longer needs to manually assess every possible combination. This makes planning more efficient and helps Croonwolter&dros to utilize available capacity more intelligently.

One service process, from customer contact to technician

With SAP Service with Advanced Execution and SAP FSM, Croonwolter&dros ultimately chooses not only new technology. The main change lies in the way the service process is supported.

Service contracts, requests, planning, execution, and preventive maintenance come together in one process. This provides more insight, helps departments collaborate better, and supports technicians more effectively in their daily work.

Ready for more cohesion in your service process? Please feel free to contactWim Olieman for more information.