United States – 10-17-2019 ( — Digitalization key driver for enterprises in the customer experience economy 

Field Service Management (FSM) is the installation, service and repair of systems or equipment for both large and small-scale organizations. How those services are managed effectively in the digital era and in the customer experience economy is covered in a recent thought leading report published by SAP and ECENTA.

Without digitalization and systematization for the thousands of tasks that can comprise FSM, companies can face risks in lost efficiencies, reduced profitability and poor customer experiences. A recent report by MarketsandMarkets indicates that by 2023 the global market for field service management  will be worth $5.59 billion.

“Companies without digital capabilities in FSM are at a distinct disadvantage,” said Kevin Rad, Director of Service Solutions for ECENTA. “We’re seeing major enterprises performing tasks like scheduling, invoicing, order management, and routing with pen and paper. The process is inefficient at best – and at worst leads to contract creep and poor customer experiences that ultimately impact the bottom line.” 

While software has been widely available to field service management technicians, there’s increased demand for improved customer experiences – and the end-to-end digital and mobile assistance to support it in the field within the FSM industry. 

SAP Field Service Management solves for this by storing digitized information in one location and enabling technicians with on-the-go visibility into their upcoming customers and tasks, including customer contact information and product and service history. Technicians are able to have customers sign off on appointments or leave reviews in real-time. Reporting features for managers list the products involved in a particular service, the amount of time the assignment took, and the resources spent. 

SAP Field Service Management allows for better customer experiences and real-time visibility into the process, providing potential to transform how a business resolves operational issues and manages capital and operational expenditures. 

For more information about SAP Field Service Management visit To download the report visit



ECENTA is a global, award-winning, exclusive SAP solutions implementor and consulting practice that supports the entire SAP C/4HANA® suite of products. An official SAP partner, ECENTA was founded in Germany in 2000 by ex-SAP employees and together with ECENTA Digital—the digital marketing and commerce strategy practice for ECENTA— ECENTA helps clients achieve business goals and create meaningful customer experiences.

SAP, SAP C/4HANA and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. Please see for additional trademark information and notices.

Media Contacts:

Company Name: ECENTA Digital
Full Name: Megan Munson
Phone: 6194175884
Email Address: Send Email

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