Built for field service operations
EMPOWER YOUR MOBILE WORKFORCE
FORGE Field Service Management is an SAP field service management software designed to support the planning, execution, and management of field service operations. It enables organizations to coordinate service requests, technician scheduling, on-site interventions, and follow-up activities within a single, integrated environment.
Built on SAP Business Suite, FORGE Field Service Management is delivered as a fixed-price, fixed scope packaged solution designed to connect processes, people and data across field service operations. It connects field service operations with core ERP processes such as finance, inventory, and customer management, enabling greater operational alignment.
With its cloud-based architecture, the solution supports standardized processes, real-time visibility, and consistent execution across on-site service activities, helping organizations manage service operations more effectively as they scale.
FORGE Field Service Management is a packaged SAP partner solution, part of the SAP Business Suite and delivered via GROW with SAP.
INDUSTRY BENCHMARK
Average first-time fix rate of 77.8% across field service organizations
Top-performing field service teams achieve first-time fix rates of up to 98%
Organizations report an average 15% reduction in time required to review and plan service requests
Dispatcher productivity increases by an average of 12.5% with integrated field service processes
WHAT ANALYSTS ARE SAYING
Discover why IDC consistently recognizes SAP as a leader in field service management. Across multiple IDC MarketScape reports, SAP is highlighted for its innovation, scalable design, and ability to support organizations in structuring and optimizing field service operations.
COMMON CHALLENGES IN FIELD SERVICE OPERATIONS
FIRST-TIME FIX RATES UNDER PRESSURE
Low first-time fix rates increase repeat visits, drive up service costs, and impact customer satisfaction when scheduling, parts, and service data are misaligned.
INCREASING OPERATIONAL COMPLEXITY
As service volumes grow, coordinating technicians, schedules, and on-site work becomes difficult to manage with disconnected tools and manual processes.
LIMITED FINANCIAL VISIBILITY
Without timely, accurate service data, organizations struggle to track service costs, margins, and billing performance across field operations.
DESIGNED FOR A FASTER, MORE PREDICTABLE DEPLOYMENT
A predefined SAP solution built on proven best practices and a clearly defined scope
FORGE Field Service Management is an SAP solution designed to provide a structured and predictable approach to deploying field service operations. Built on SAP best practices and a clearly defined implementation scope, the solution reduces complexity and limits the risks typically associated with custom field service deployments.
By aligning with SAP Cloud ERP and the GROW with SAP framework, FORGE Field Service Management enables organizations to deploy field service capabilities more efficiently, with greater control over scope, timelines, and outcomes. This standardized delivery model helps avoid unexpected costs and delays, while providing a solid, scalable foundation for field service operations.
This predefined delivery model ensures that field service capabilities are deployed as part of a coherent ERP environment, rather than as a disconnected operational tool.
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KEY BENEFITS
Digitize service execution to better align scheduling, technician skills, and parts availability, reducing repeat visits and improving asset uptime.
Standardize and automate service processes to streamline field operations, reduce manual work, and support more consistent service delivery.
Connect field service activities with operational and financial data to improve tracking, reporting, and decision-making across service operations.
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KEY CAPABILITIES
Service planning and scheduling
Plan and assign field service activities based on technician availability, skills, and service priorities.
Dispatching and execution management
Coordinate on-site interventions and track service activities from request to completion.
Mobile field service enablement
Provide technicians with access to schedules, work orders, and service information directly from the field.
Parts and inventory visibility
Improve coordination between service operations and parts availability to support more effective service execution.
Integration with core SAP processes
Connect field service activities with financial, inventory, and customer processes for consistent data and execution.
A STRUCTURE PATH TO PREDICTABLE DEPLOYMENT
FORGE Field Service Management is delivered through the GROW with SAP framework, providing a standardized and predictable approach to implementation.
This ensures clearly defined scope, faster deployment, and continuous innovation on SAP Cloud ERP, without unexpected complexity or risk.
WHAT CUSTOMERS ARE SAYING
"With SAP Field Service Management and SAP Asset Manager, our field technicians can efficiently manage work orders, scheduling, and dispatch while meeting both workforce and customer expectations."
"Our paper-based methods and siloed process put us at a disadvantage. With SAP Field Service Management and other SAP solutions, we have digitalized manual processes, improved availability of real-time data, and improved enterprise-wide communication. And our techs can focus on value-adding activities and raising levels of service."
"With SAP Field Service Management, we increased our first-time fix rate by 8% and reduced travel time by 12%, significantly lowering operational costs and emissions. By optimizing scheduling, routing, and enabling real-time mobile access for our technicians, we’ve boosted field efficiency and delivered faster, more reliable service to our customers."
