Delivering Field Service Productivity with SAP Field Service Management
In a candid presentation at the 2025 SAP for Energy and Utilities Conference, presented by TAC Insights, Melissa Hogan, Director of Transformation for the Asset Optimization (AO) business unit, walked attendees through EDF power solutions North America’s transformational journey to successfully deploying SAP Field Service Management (FSM)—on the third try.
“Third time’s the charm,” elaborated Hogan, “But only because we finally aligned four elements including the right technology, the right technique, the right timing, and the right team.”
What followed was a rich behind-the-scenes look at how EDF power solutions North America turned field-level frustration into a $7 million opportunity—and what other companies can learn from it.
Built for the field – not with the field
The first two attempts failed because the approach didn’t align with the requirements and practical realities of the field. The first try followed an internal development approach, relying solely on in-house IT resources to build a custom solution, which could work for them (the IT department), ultimately lacking the scalability, UX design, and integration expertise needed. The second time, they partnered with a startup organisation but struggled significantly with their ability to deliver key capabilities— particularly workflow and Smart Form feature. In both cases, the solutions were built for the field—but not with the field. Without direct technician input, field validation, or a structured transformation strategy, the tools failed to take hold.
Fixing the friction: Putting technicians at the heart of transformation
At EDF power solutions North America (EDFps NA), scaling sustainability goes hand in hand with retaining top talent—particularly among highly skilled and competitive field technicians. EDFps NA is very focused on understanding the employee experience, noted Hogan. Keeping them engaged isn’t simply a priority but also a strategic imperative for identifying opportunities to drive productivity across.
It became increasingly clear that technicians’ day-to-day work was being rendered inefficient by outdated, paper-heavy procedures and time-consuming SAP interactions. “They were spending hours per service order just dealing with paperwork,” recalled Melissa Hogan. “One technician put it perfectly— ‘As a technician, I spend too much of my time working on paperwork.’ That quote made it up to our global leadership.”
With this insight, Hogan and a formidable team of seven experts, including Lean Six Sigma Master Black Belts and experienced product managers, gathered to pursue one mission— to design a solution that truly worked for the people in the field, not just another quick IT fix.
Side-by-side: Field-tested, technician approved
What made this third roll-out different wasn’t just the tech (SAP FSM) but how EDFps NA approached the deployment. Instead of throwing software at a problem, Hogan’s Asset Optimization (AO) team embedded itself with technicians across the U.S., Canada, and Mexico. They sent their digital team to the field—literally side by side with technicians.
“We didn’t just go live—we went side-by-side,” Hogan explained. “We went up towers, walked the solar fields, and sat in trailers. We watched them work. And more importantly, we listened.”
The team created persona cards for wind and solar technicians, identifying key behavioural differences. For example, solar technicians were more accustomed to digital tools, while wind technicians, often mechanically trained, needed more support in transitioning from paper to tablets.
To address the needs of these different personas and improve adoption, the company adopted a crawl-walk-run approach to minimise chaos and provide better support to users, meaning that they gradually introduced and tested the FSM app features. This is something they had not tried in the past, starting at a slower pace then gradually increasing complexity, eventually reaching full implementation.
Real results, right away
EDFps NA eliminated over 1.9 hours of manual effort per service order by digitising workflows with Smart Forms, offline mobile capability, and safety check automation—all integrated with SAP.
“We saw over $7 million in five-year NPV (net present value) from just that one change,” Hogan said. “But the real value? Our technicians feel safer, more efficient, and more engaged.”
One of the most celebrated wins was improving safety compliance. With FSM’s branching logic, technicians could not proceed with a service order until all safety checks were digitally completed— complete with photos and timestamped validations.
What’s next: AI for correctives
With SAP FSM now fully rolled out for planned maintenance, the group is setting its sights on unplanned maintenance work.
“We’re now focused on integrating our AI app with FSM and Teexma,” said Hogan. When a technician gets a surprise issue in the field, they’ll have a digital package ready to guide them—safety forms, procedures, tools—all right there in the app.
She explains how this is not just a tech advancement but a workforce retention strategy. “Our technicians are highly skilled, competitive, and in demand. Giving them tools that respect their time and keep them safe is how we keep them.”noted Hogan.
Leading with empathy: EDFps NA’s Field-First SAP FSM strategy
The most inspiring part of Hogan’s session was her focus on people—not just processes. “All the tools are great,” noted Hogan, “but if the people using the product you’re taking to the field don’t communicate back to the digital team, you’re not going to get the feedback.”
For companies grappling with SAP FSM implementation, EDF’s story is a timely reminder: success isn’t just about tools. It’s about people because, in the end, you cannot automate trust. What does it take to get field service management right—especially after two failed attempts? If you ask Melissa Hogan of EDF power solutions North America, it’s part strategy, part empathy, and a whole lot of listening.
For energy leaders focused on improving operational performance, reducing cost-to-serve, and delivering more from their field teams, there’s more to explore. Join us at the upcoming SAP for Energy & Utilities Conference 2026 in Toulouse to hear first-hand how organisations are turning field service transformation into measurable business value—and what those lessons could mean for your own energy operations.
