ANDRITZ Standardizes Global Field Service Management with SAP FSM and proaxia
A unified platform for end-to-end digital service processes
The Challenge
ANDRITZ is an international technology group with approximately 30,000 employees and a global presence in more than 80 countries. The company supplies plants, equipment, services, and digital solutions for the pulp & paper, metals, hydro power, and environment & energy industries. To provide the best possible support to customers worldwide, a high-performance international service and field service network plays a central role.
Over the years, different service processes and IT solutions had developed across the various business units. Diverse system landscapes, manual handoffs, and legacy processes made it difficult to collaborate across business units and resulted in additional effort throughout the entire service process.
At the same time, ANDRITZ’s service business is highly diverse. Service assignments range from short maintenance jobs to commissioning projects for complex industrial plants that last several months and involve international teams. The varying requirements for planning, execution, and documentation made harmonizing the service processes a particular challenge.
Against this backdrop, ANDRITZ pursued a clear goal: a globally unified platform that standardizes service processes, integrates existing systems, and provides digital support for the entire service process.
“With SAP FSM, we wanted to create a global platform that would help us harmonize field service processes across business units, integrate with our SAP landscape, and at the same time lay the foundation for future innovations.
In proaxia, we have found a partner that brings both technical SAP expertise and a deep understanding of our service processes.”
About ANDRITZ
ANDRITZ is one of the world’s leading technology companies in plant and machinery engineering. With innovative solutions for the pulp & paper, metals, hydro power, and environment & energy industries, the company helps its customers continuously increase productivity, efficiency, and sustainability. The global service business plays a key role in this: More than 30,000 employees at over 280 locations ensure that customers in more than 80 countries receive reliable support throughout the entire life cycle of their plants.
The Solution
Following a comprehensive evaluation, including a user-story-based proof of concept, ANDRITZ selected SAP Field Service Management (SAP FSM) as its global, strategic platform. proaxia was selected for the implementation, primarily due to its extensive experience integrating SAP FSM into SAP S/4HANA environments and its long-standing industry expertise in the industrial service sector. In collaboration with SAP MaxAttention (SAP’s premium consulting and support program), a partnership-based project model was developed to ensure a robust and future-proof implementation.
What began a few months ago as a transformation project is now already part of the daily work routine for nearly 600 users. SAP FSM is thus increasingly becoming the central platform for the digital management of service processes within the ANDRITZ Group.
About 80 percent of users are service technicians; the remaining 20 percent work in planning and scheduling. Additional rollouts are already planned, so the platform will support approximately 1,200 users worldwide in the future.
Focus on End-to-End Service Processes
For ANDRITZ, the priority was not the introduction of a new mobile service application, but rather the digitization of the entire field service process.
The new solution is designed to support all relevant process steps—from customer inquiries through quote generation, scheduling, and resource allocation to mobile service execution, digital service documentation, and follow-up. Collaboration between sales, scheduling, service technicians, and the back office is being streamlined step by step, and a unified database is being created.
This reduces information loss, minimizes manual process steps, and significantly increases transparency across the entire service lifecycle. At the same time, collaboration between office and field staff improves considerably.
Digital service reports and standardized checklists
A key component of the project is the introduction of a globally standardized digital service documentation system.
Service technicians document their service calls directly in SAP FSM. Work hours, tasks, photos, measurement data, and customer signatures are recorded digitally on-site and are then immediately available in digital form—without any additional steps—for follow-up processing, billing, and analysis.
ANDRITZ places particular emphasis on standardizing checklists and service reports. In collaboration with technicians, dispatchers, and the various departments, standardized templates are developed worldwide. The goal is to ensure consistent data collection while providing sufficient flexibility for different plants and business units.
Standardized service reports not only improve the quality of documentation but also lay the foundation for meaningful metrics, consistent reporting, and future AI-powered service processes.
Added Value for ANDRITZ
With SAP FSM, ANDRITZ is laying the foundation for a modern, globally standardized service organization.
The most important benefits include:
The proaxia Solution
proaxia is supporting ANDRITZ as an implementation partner in the rollout of SAP FSM—from integration with SAP S/4HANA to the design of seamless end-to-end service processes, and the implementation of standardized digital checklists and service reports. By combining SAP know-how, industry expertise, and proven best practices, proaxia is helping ANDRITZ build and continuously develop a scalable global service platform.
Outlook
With the planned rollouts, SAP FSM will support approximately 1,200 users worldwide in the future. ANDRITZ’s goal is to establish a group-wide, harmonized end-to-end service process and lay the foundation for data-driven decisions, intelligent automation, and future AI applications in service.
