SAP Crowd Service Helps Organizations Extend Field Service Pool for Faster Customer Service

By Ralph Rio

Company and Product News

SAP SE announced the availability of SAP Crowd Service, a solution that enables companies to establish a marketplace for external specialists, certified partners and freelancers.  Using the crowd service tool, organizations can extend their own workforce to respond in real-time to service requests. Embedded artificial intelligence capabilities help to analyze each request and then assign it to the appropriate technicians based on their expertise, location and availability.

With the proliferation of the Internet of Things (IoT), everything has become faster and more connected. Service customers expect real-time responses, yet many organizations are hindered by the limited availability of field service technicians. SAP Crowd Service helps customers build their own ecosystem of experts and technicians, enabling them to increase geographical coverage and provide faster service to the field. This shortens waiting periods and keeps downtimes to a minimum for end customers. Service requests that are entered into the marketplace are immediately relayed through a mobile app as job notifications to participating technicians.

SAP Crowd Service Designed for All Industries

SAP’s crowd pooling tool is designed for companies in all industries that send technicians into the field to install, maintain and repair products or equipment. These industries include discrete manufacturing, industrial machinery and components, high tech and medical equipment, utilities, telecommunications, and home and office appliances.

For more about how crowd service can help organizations improve the customer experience by creating a service ecosystem that can respond to customers’ needs faster and more efficiently, see “Crowd Service Means No More Waiting for the Cable Guy” by Dr. Volker Hildebrand, global vice president, SAP Customer Experience.

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