Salesforce – SAP Integration
for Salesforce Field Service

The SAP-integrated Salesforce Field Service solution is a collection of ready-to-use Overcast Components for companies wanting to provide superior customer service by using Salesforce Field Service Lightning in combination with SAP ECC or SAP S/4HANA.

The highly customizable Overcast solution ensures that end-to-end business processes are working seamlessly across Salesforce and SAP. It can be installed and customized within days to customer-specific requirements.

The solution uses public SAP APIs provided by SAP and thus requires little to no change on the SAP side to work. It’s pre-integrated with SAP but you can also optionally configure the solution to connect to SAP via SAP CPI or Mulesoft.

Overast Benefits

End-to-end business process integration between Salesforce and SAP as a product.
Powerful integration solution to connect SAP and other systems in real-time from within Salesforce
Many out-of-the-box components available or build-your-own (BYO)

Without Overcast

Customer Service staff have to access and enter data in SAP and Salesforce to make a correct quote or organize a visit.
Employees have to be trained in multiple systems and have multiple displays.
Processing service appointments and invoicing them is slow and thus costs a lot. Customers wait a long time in the call.

With Overcast

Customer Service staff only access and enter data in Salesforce to make a correct quote or organize a visit.
All other systems are connected into one single Salesforce-based user interface.
Processing service appointments and invoicing them is very fast as data is entered once and multiple systems are updated in the background in real-time.

SAP-IntegrateD Salesforce field service
Overcast Components for SAP-integrated Field Service provide out-of-the-box SAP integration for Salesforce Field Service Lightning – installed and productive in days!
Ensure parts required to perform the service are available and ready
Trigger parts shipments through consignment orders or trigger goods movements in SAP to have required parts sent to the customer or moved onto the service technician’s van.
Service Technicians in the field see all work Order details
Service Technicians work off their smartphones, tablets or PCs to get access to all work order details from Salesforce and from SAP.
Service Technicians Record parts used and time spent
Record the parts that were used to perform the service, record the time spent and flag the parts that can be returned to warehouse.
Service Technicians complete with field service reports
Once all parts and time used are recorded and the field service report is signed by the customer, the data is ready for further processing in Salesforce.
When work is completed, Dispatchers Trigger the invoicing
Create from within Salesforce the necessary SAP documents to account for the parts and time consumed. SAP then does the invoicing as required.
Asset Details, hierarchy and characteristics (Installed base integration)
Replicate SAP Functional Locations and Equipments to Salesforce and track the installed assets by customer.

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Customer Story

Who is the customer

A large electronics manufacturer producing medical systems and advanced industrial products among many other products. They have well over 10’000 employees and USD 6 billion in revenue.

Their complex systems and manufacturing equipment are sold and serviced globally and they use Salesforce and SAP.

Pain points

They replaced their legacy system with SAP S/4HANA and wanted to connect it to and use Salesforce CRM to drive the service and sales business.
In order to consider using Salesforce, they needed to find a solution that could readily work with the complex SAP APIs provided by SAP S/4HANA and that could give them an end-to-end integrated solution.
They had a tight deadline to replace their systems with the goal to do first go-lives within months of project start.

Solution

Overcast connects SAP S/4HANA and Salesforce CRM into a seamless, complete solution at the customer.
Service Cloud to SAP integration includes service contract and ad-hoc service billing to SAP and product ATP checks during service appointment scheduling.
Customer service dispatchers can in real-time check parts availability, trigger consignment orders and stock returns, and trigger orders and invoices from the Service Cloud.

Appexchange Reviews

Great Service and Solutions Provided!

We are a manufacturing granite & marble company based in Spain, with locations all over the world. The decision on use Overcast was based on real-time integrations with our on-premise systems to generate orders, invoicing among other SAP documents.
With time we have evolve those uses into several uses cases like Communities pre-built components for our customers to check pending invoices, pending shipments among other data as well as data replication for our reporting system.

The main value that we have achieved with this solution is the low level of development or configuration that needs to be done on the Salesforce side. Is easy to configure and help is always provided.

Our experience with Overcast team has always been great. Service level is awesome and the teams are always reachable by us.

Highly recommended!