Coresystems developed an AI based crowd service platform to help organizations find available field-service technicians. SAP, a multinational software company has now acquired the Swiss company to integrate their solutions to advance SAP’s portfolio customer-service software.
Field service has become not only a critical factor when it comes to the overall customer experience, but a key competitive differentiator in many industries, including discrete manufacturing, industrial machinery, medical equipment, telecommunications, utilities, and home and office appliances. However, creating and managing an agile, high-performing field service organization is a huge challenge.
To overcome these challenges, SAP has acquired Coresystems, the pioneer in crowd service and a leading field service management platform. The startup,which was established in 2006 in the Canton of Aargau, developed a cloud platform that uses Artificial Intelligence to match qualified internal and external technicians to incoming service requests, based on skills, location, and availability.
Coresystems will become part of the SAP Service Cloud portfolio, an AI-powered platform for advanced scheduling of field service activities in real time, and easy-to-use mobile apps that enable service technicians in the field to perform installation, maintenance, and repair tasks. The acquisition will allow the two companies to combine their solutions to extend the vision of the intelligent enterprise to customer service.
The newly merged platform will enable SAP customers to create a flexible and powerful service ecosystem with internal experts and external resources, including experienced freelance technicians. The new solution will allow them to respond faster to their customers’ service needs, lower the cost of service, and support entirely new business models.
For instance, with predictive maintenance capabilities from SAP, field service resources and the needed replacement parts can now be scheduled and dispatched ahead of time to perform the required tasks even before a product breaks or equipment fails. This will help significantly minimize downtime and increase customer satisfaction. And ad-hoc requests from consumers can be met in real time using the expansive service ecosystem.
(Press release/ RAN)
Picture: SAP AG / Stephan Daub
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