On My Way for SAP Field Service Management
SAP Field Service Management connects service execution to the rest of your SAP estate — but the native customer experience is limited. On My Way adds self-service rebooking, real-time tracking, automated notifications and NPS feedback on top of SAP FSM, with no custom development.
Trusted on enterprise field service operations
The On My Way customer experience, running on top of SAP Field Service Management.
The back office is connected. The customer experience is the gap.
SAP Field Service Management ties scheduling, dispatch and mobile execution into your wider SAP landscape. What it does not give your customers is a modern, branded self-service journey — live technician tracking, easy rebooking, proactive SMS and email, and a feedback loop on every visit.
SAP FSM can show appointment details, but a fully branded, self-service experience with rebooking, in-appointment marketing and NPS capture means significant build and maintenance effort.
On My Way layers a purpose-built customer-communication experience on top of SAP FSM via API, so you keep your SAP investment and close the customer-experience gap without rebuilding anything or touching your scheduler.
Built for SAP FSM and the wider SAP estate
SAP Field Service Management (FSM, formerly Coresystems) connects service execution, scheduling and mobile work to the wider SAP estate — S/4HANA, SAP CRM and Service Cloud. Its native customer-facing options are thin: appointment data exists, but a branded self-service journey with optimised rebooking and NPS does not.
On My Way reads appointment, work-order and technician-status data through the SAP FSM APIs and renders the customer experience on its own infrastructure, writing changes back to FSM. Your back-office integration and dispatch stay untouched.
See it in context
On My Way and SAP FSM, side by side
Your dispatchers keep working in SAP Field Service Management exactly as they do today. On My Way reads appointment, work-order and technician-status data through the SAP API and turns it into a branded, real-time experience for the customer — no SAP mobile or back-office changes required.
Contact-centre agents get the same live appointment status the customer sees, so "where is my engineer?" calls are answered (or deflected) instantly, right alongside the SAP record.
What On My Way adds to SAP Field Service Management
Self-service rebooking
Customers move a SAP FSM appointment to a greener slot themselves — cutting no-shows and inbound calls.
Real-time technician tracking
A live ETA and map driven by SAP FSM status, so customers stop calling to ask where the engineer is.
Automated notifications
Branded SMS and email confirmations and reminders that lift appointment attendance.
NPS & feedback capture
Measure satisfaction on every SAP FSM work order, visit by visit, and feed it back to your team.
In-appointment marketing
Promote services, plans and offers inside the tracking experience your customers actually open.
Contact-centre view
Agents see the same live status as the customer, right alongside your SAP FSM console.
How the SAP FSM integration works
Connect via API
On My Way connects to SAP Field Service Management through its API — appointments, work orders and technician status sync automatically. No custom SAP development.
Configure your experience
Brand the customer tracker, set notification rules and rebooking windows, and choose exactly what data flows between SAP FSM and On My Way.
Go live in 4–6 weeks
Launch on top of your existing SAP FSM setup — no rip-and-replace, no disruption to dispatch or the SAP FSM mobile app.
SAP Field Service Management native customer portal vs On My Way
| Capability | Native SAP FSM portal | On My Way |
|---|---|---|
| Live technician tracking & ETA | Limited | Yes — real-time, map-based |
| Self-service rebooking | Basic / build-your-own | Yes — optimised green slots |
| Branded SMS & email notifications | Add-on / custom | Built-in, fully branded |
| Appointment reminders & confirmations | Manual / flows | Automated, two-way |
| NPS & feedback per visit | No | Yes — every work order |
| In-appointment marketing | No | Yes |
| Write-back to SAP FSM schedule | Custom build | Yes — native API |
| Contact-centre agent view | Console only | Yes — same live status |
| Multi-language / localisation | Build-your-own | Built-in |
| Branding & white-label | Heavy build | Configured, no code |
| Custom development required | Custom SAP build | None |
| Time to deploy | Custom build | 4–6 weeks, configured |
| Call-deflection guarantee | None | 35% in 90 days |
Enterprise-ready, with zero disruption to SAP FSM
On My Way reads from SAP Field Service Management through its API and never becomes your system of record — your SAP FSM instance stays the source of truth.
SSO via Microsoft Entra ID
Single sign-on for your team, with role-based access to the On My Way console.
Passcode-protected access
Customer tracking links are passcode-protected, so appointment data stays private.
Encrypted in transit
All data moving between your WFM and On My Way is encrypted end to end.
GDPR & works-council ready
Built to meet GDPR and European works-council requirements out of the box.
No custom SAP development
Integration is configuration, not construction — nothing to build or maintain in your WFM.
API-first, zero disruption
Dispatchers keep working in SAP FSM exactly as they do today.
On My Way for SAP Field Service Management: the essentials
- Works with SAP Field Service Management via API.
- Adds self-service rebooking, live tracking, notifications, NPS and marketing.
- No custom SAP development and no disruption to dispatch.
- Go live in 4–6 weeks with a 35% call-deflection guarantee in 90 days.
What enterprise teams see
Customer-facing metrics measured against pre-On My Way baselines. Verified by both parties.
Frequently asked questions
Does On My Way work with SAP Field Service Management (FSM)?
Yes. On My Way integrates with SAP FSM via API, syncing appointments, work orders and technician status. It adds the customer-facing layer that SAP FSM does not provide out of the box.
Do I need custom SAP development?
No. The integration is configuration, not construction — no custom SAP development is required to go live.
Can customers reschedule their SAP appointment themselves?
Yes. On My Way offers self-service rebooking into optimised "green" slots, which writes back to your SAP FSM schedule — reducing no-shows and inbound calls.
Does it work with the SAP FSM mobile app?
Yes. On My Way sits on the customer side and reads technician status from SAP, so your engineers keep using the SAP FSM mobile app unchanged.
How long does it take to go live?
Typically 4–6 weeks, layered on top of your existing SAP FSM deployment with no disruption to scheduling.
What data is shared between SAP and On My Way?
Only what is needed to power the customer experience — appointment times, technician status/ETA and work-order references. You control the data flows during configuration.
Is my data secure and GDPR-compliant?
Yes. Access is passcode-protected, data is encrypted in transit, and the deployment is built to meet GDPR and works-council requirements.
The guarantee
Hit 35% call deflection in 90 days — or we work for free.
Same system, same engineers, same work orders. We bolt On My Way on top, agree the deflection target with you, and if we don’t hit it inside 90 days we keep working without fees until we do.