SAP FSM’s customer layer makes sense if you’ve bought the whole SAP stack. OMW makes sense whatever you’ve got.
SAP Field Service Management’s native value case relies on BTP-mediated integration with S/4HANA, Plant Maintenance and Service Cloud — a heavy SAP-landscape commitment. On My Way is FSM-agnostic and CRM-agnostic. It sits on top of SAP FSM, or anything else, and ships the customer-facing layer the SAP stack leaves to integration.
Used by enterprise operators in
E.ON delivers residential field service with OMW on top of major FSMs — 19% improvement in first-time fix.
What SAP FSM is — and what its native value case depends on.
SAP Field Service Management is the cloud field-service product descended from SAP’s Coresystems acquisition in 2018. The native customer-facing layer is a self-service portal + QR-scan equipment lookup + chatbot-guided appointment scheduling. The product’s value case — per SAP’s own architecture documentation — rests on BTP-mediated integration to S/4HANA, Plant Maintenance, and Service Cloud.
For operators committed to the full SAP landscape, that’s a coherent story. For operators who want the customer-facing experience without taking on the BTP integration footprint, OMW layers on top of SAP FSM and any of the other major FSM platforms.
Every claim on this page is sourced to SAP documentation, SAP Knowledge Base Articles, or Gartner Peer Insights reviewer commentary. We’ve cited the source for each.
How SAP FSM’s customer-facing architecture is shaped.
Native value case is BTP-mediated.
Per SAP’s S/4HANA + FSM architecture guidance: “The native integration leverages the SAP Business Technology Platform (BTP) as the integration middleware, enabling secure, bidirectional data flow between the on-premise S/4HANA system and the cloud-based Field Service Management solution.” The full value depends on the SAP landscape commitment.
— SAP S/4HANA + FSM architecture deep-dive
Coresystems → SAP FSM migration is mandatory.
SAP KBA 3719539: “SAP has announced the mandatory migration from legacy domains (.coresuite.com, .coresystems.net) to the new SAP FSM superdomains.” Operators on the original Coresystems platform have been through multiple required transitions.
— SAP KBA 3719539
Coresystems mobile apps stopped updating in late 2018.
From SAP’s Coresystems helpdesk: “Starting with the 7.7.0 release scheduled for late-December 2018, the Coresystems mobile apps will no longer be updated and existing Coresystems customers should migrate to the SAP FSM apps.”
— SAP Coresystems helpdesk notice
Gartner reviewers cite rigidity and customisation effort.
Gartner Peer Insights reviewer summaries for SAP FSM note: “some features can be rigid and may require extensive customization to fit specific business processes,” alongside “slow load times for large datasets” and “limited offline functionality in some areas.”
— Gartner Peer Insights summaries
Configuration complexity is real.
Gartner summary: “Initial configuration can require some effort, and there is room to further simplify certain UI elements and customization processes.” A reflection of SAP FSM’s depth, but also of the SAP-landscape commitment to get full value.
— Gartner Peer Insights summaries
Full value requires the SAP landscape commitment.
SAP FSM is a sophisticated product for operators who run the SAP stack end-to-end. The integration with S/4HANA for service execution, with Plant Maintenance for asset data, with Service Cloud for case management — all mediated through BTP — gives a single-vendor service-management story that’s genuinely valuable when the rest of the landscape is SAP-shaped.
For operators whose customer-facing layer doesn’t need to be tied to that landscape — or who want to layer customer engagement on a non-SAP FSM — OMW is the alternative. We sit on top of SAP FSM, or Oracle, or IFS, or any of the others, and ship the customer-experience layer independently.
SAP FSM native customer layer vs On My Way.
| Capability | SAP FSM native | On My Way |
|---|---|---|
| Architecture | BTP-mediated; native value with S/4HANA + Service Cloud | SaaS layer; FSM- and CRM-agnostic |
| Landscape commitment | SAP-stack-favoured for full value | No vendor-stack lock-in |
| Customer-facing layer | Self-service portal + QR scan + chatbot scheduling | Tracking, rebooking, NPS, in-appointment marketing, contact-centre console |
| Mobile customer experience | Through the portal — Coresystems lineage subject to mandatory migrations | Link-based; no app install, no migration |
| Multi-FSM portability | Tied to SAP FSM | Live across Oracle, IFS, SAP, Salesforce, Dynamics, ServiceMax |
| Coresystems-era migration history | Mandatory superdomain migration (SAP KBA 3719539); 2018 Coresystems mobile app cutoff | No legacy migration commitments — SaaS layer |
| Reviewer feedback themes | Rigidity, customisation effort, slow load times, limited offline (Gartner) | Configured by Leadent; no implementation lift on the customer |
| In-appointment marketing | Not a focus | Native upsell on the tracking screen |
| SSO via Microsoft Entra ID | Available | Built in |
| GDPR + Works Council readiness | Available | Built in |
| Performance guarantee | None | 35% call deflection in 90 days — or we work free until you do |
| Time to live | Aligned to broader SAP project cadence | 4–6 weeks; 6-week pilot |
SAP FSM architecture descriptions sourced from SAP’s own S/4HANA + FSM integration documentation and SAP Knowledge Base Articles. Gartner reviewer commentary paraphrased from Peer Insights summaries (Gartner Peer Insights blocks scraping; verbatim quotes available via Gartner login).
"SAP FSM is a coherent product when the rest of the landscape is SAP. The customer-facing layer is portable in a way the rest of the stack is not."
Leadent has implemented field-service operations across Oracle, IFS and SAP for some of the largest enterprise operators in the UK and EU. SAP FSM's native value rests on BTP-mediated integration with S/4HANA, Plant Maintenance and Service Cloud. For operators who want the customer experience without taking on the BTP integration footprint, or who want to keep the customer layer portable across an FSM transition, OMW is the alternative. Same product question, different commercial answer.
Everything procurement asks about — built in.
SSO via Microsoft Entra ID
Single sign-on, role-based access — works alongside SAP’s own IDP model.
Passcode-protected access
Customer links are passcode-protected by default.
Encrypted in transit
End-to-end encryption between SAP FSM and On My Way.
GDPR & Works Council ready
Built to meet GDPR and Works Council requirements out of the box.
Regional data residency
UK / EU residency available, named in procurement diligence.
BTP-light integration
OMW doesn’t require BTP for the customer-facing layer — simpler architecture for the customer-experience side of the stack.
ISO 27001 aligned
Security management built to ISO 27001 — named in enterprise procurement diligence.
Outcomes operators deliver with OMW on top.
53%
fewer ETA-related calls
Worcester Bosch · Oracle Field Service Cloud
19%
improvement in first-time job completion
E.ON · UK energy and utilities
35%
call deflection in 90 days — guaranteed
On My Way commitment, every deployment
The verdict.
- SAP FSM’s native value case rests on BTP-mediated integration with S/4HANA, Plant Maintenance and Service Cloud — coherent for operators committed to the full SAP landscape.
- The Coresystems heritage means a documented migration history (SAP KBA 3719539; 2018 Coresystems mobile app cutoff) and configuration depth that some Gartner reviewers describe as “rigid” or “extensive customization needed”.
- For operators who want the customer-facing layer without taking on the BTP integration footprint — or who want to layer customer engagement on a non-SAP FSM — OMW is the alternative.
- OMW sits on top of SAP FSM, or any of the other major FSMs, and ships with the 35% call-deflection guarantee in 90 days.
Hit 35% call deflection in 90 days — or we work for free until you do.
Layer OMW on top of your existing SAP FSM deployment. Run a 6-week pilot. If we haven’t cut your appointment-related call volume by 35% within 90 days of full live, we keep working at no fee until we have.
Frequently asked questions
We’re committed to the SAP stack. Does OMW still fit?
Yes. OMW sits on top of SAP FSM as a customer-facing layer. The native SAP integration story between SAP FSM, S/4HANA, Plant Maintenance and Service Cloud stays exactly as it is. OMW gives you the customer experience without changing the underlying SAP architecture.
Does OMW require BTP?
No. OMW integrates with SAP FSM via documented APIs and doesn’t require BTP for the customer-facing layer. The full SAP value case still rests on BTP for the deeper landscape integration; OMW is independent of that.
We migrated from Coresystems already. What does adopting OMW look like?
Light. OMW is a SaaS layer that turns on alongside your SAP FSM deployment; there’s no further migration for the customer-facing layer. The implementation is 4–6 weeks. First 30–60 days of pilot are free.
What happens to the SAP FSM self-service portal if we adopt OMW?
It can stay. OMW takes the customer-facing journey for tracking, rebooking, NPS and in-appointment marketing — the journey where call deflection happens. The native SAP FSM portal can keep serving whichever flows you’ve built into it.
Will OMW move with us if we change FSM later?
Yes. OMW is FSM-agnostic by design. We’re live across SAP FSM, Oracle Field Service, IFS PSO, Salesforce Field Service, Dynamics 365 Field Service and ServiceMax. Your customer-experience layer doesn’t need to move when your scheduling layer does.
What about offline functionality? Reviewers cite limitations.
OMW’s customer-facing layer is online by design — appointment tracking, rebooking, NPS all happen via live link. We don’t aim to replace the engineer-side mobile app where offline functionality matters; we’re focused on the customer-facing layer.
What’s the performance guarantee?
35% call deflection within 90 days of full live, or we keep working at no fee until we hit it.
Compare On My Way against another option.
SAP FSM for the back-office. OMW for the customer-facing layer.
Put OMW on top for 6 weeks. Hit 35% call deflection in 90 days — or we work free until you do.