Microsoft Dynamics 365

for Field Service

Field Service empowers organisations to deliver better value to customers, improve satisfaction, and maximise the quality of service and productivity of resources.

Key Benefits

Engage the Customer

Engage the Customer

Keep the customer updated with the status of their service call to foster trust and increase brand loyalty.

Empower Technicians

Empower Technicians

Transform the way your field technicians deliver their service by providing a 360-degree view of information from any location to improve resolution time and earn customer trust.

Drive Operational Efficiency

Drive Operational Efficiency

Increase profitability by optimising service scheduling activities and use remote troubleshooting so a technician is dispatched only when necessary.


Dynamics 365 for Field Service features a complete field service management solution, including:

Service Agreements

Maintain the accuracy of service contracts with the customer including contract information, billing, time and period, warranties, and installed products across locations. When contract data is accurate and available, SLAs are met, customers are satisfied, and all service revenue is accounted for. Enhanced visibility into accurate contract information enables field service teams to find new sales opportunities to gain additional revenue.

Capabilities:

  • Manage terms and conditions.
  • Automate escalations.
  • Apply different billing rates for various types of work and materials.
  • Track asset location, maintenance needs, and repair history.
  • Classify assets with barcodes or serial numbers.
  • Ensure that service and billing conform to warranty stipulations.
  • Complete more service calls per technician per week.
  • Manage follow-up work and take advantage of up-sell and cross-sell opportunities.

 

Inventory Management

Manage your inventory across locations, set re-order points, and track inventory, down to the truck level, helping drive efficiency and productivity.




Capabilities:

  • Improve first-time fix rates.
  • Provide mobile access to inventory and parts information to manage resources.
  • Manage inventory information for any part transaction: return material authorisations (RMAs), stock adjustment, or stock transfer.
  • Track service stock accurately at mobile and fixed locations to reduce write-offs.
  • Adjust inventory records automatically based on field use or en-route purchasing.
  • Effectively forecast materials requirements.
  • Take advantage of bulk and just-in-time ordering.

Schedule & Dispatch

Manage individuals, teams, and assets, with a flexible drag-and-drop graphical schedule. This allows dispatchers to assign resources and set-up schedules for multiple work orders using a map or list view, while resource scheduling optimisation fully automates scheduling.

Capabilities:

  • Identify and organise available resources by category to balance workloads and resources.
  • Match characteristics of technicians against work requirements.
  • Understand geography, availability, truck inventory, regulatory requirements, customer preference, and service level agreement.
  • Easily reallocate resources in response to changes or emergency situations.
  • Multiple scheduling options from drag and drop to fully automated and optimised.
  • Schedule onsite visits when it is convenient for the customer.
  • Fit in more appointments per day.

Mobile Productivity

Empower technicians and field resources with a 360-degree view of the customer, and real-time access to information and processes across all mobile applications, with both online and offline modes.

Capabilities:

  • Access all relevant information like case, customer information and history, equipment, and recommended steps for repair.
  • Easily update work orders to ensure accurate information.
  • Maintain consistency of work performed with step-by-step checklists.
  • Launch and complete satisfaction surveys.
  • Capture client signatures, generate invoices, and collect payment.
  • Take and store photographs of work.
  • Route technicians on the best route with turn-by-turn directions.
  • Technicians can update their status between travelling, working, on break, etc. to ensure visibility for dispatch.

 

Customer-Centric Approach

Field service ensures easier communication and collaboration between customer service, dispatch, field agents, and customers via integration with Office 365 tools.

Capabilities:

  • Keep customers updated with the status of their service call and when it is resolved.
  • Communicate an accurate arrival time of the technician to customers and provide the technician's photo and vehicle information.
  • Customers automatically receive text messages and phone calls to keep them informed at every stage of service.

Connected Field Service

Filed Service management tools connect with the Internet of Things (IoT) to help detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary.

Capabilities:

  • Decrease the number of repair appointments by sending fewer technicians onsite.
  • Identify and fix problems before customers are aware through the use of sensors and alerts.
  • Solve issues before failure with automatically initiated, multi-layered troubleshooting.
  • Identify under-performing products by looking at aggregate device data.
  • Perform just-in-time preventive maintenance by looking at the actual consumption of a part and send out alerts when the part needs to be changed or cleaned. 

Who uses Microsoft Dynamics 365 for Field Service

Some examples of the types of organisations that use the application to manage their field service:

Manufacturing

Manufacturing

A medical device manufacturer sells machines to hospitals and clinics and uses the application to manage maintenance services over the lifetime of the machines.

Utilities

Utilities

A fibre optic cable utility company uses the application to respond to outages by dispatching technicians to problem areas.

Health Care

Health Care

An in-home health care service provider uses the application to schedule and dispatch healthcare workers to administer medicine and other care to multiple patients.

Equipment Maintenance

Equipment Maintenance

A facilities manager uses the application to deliver maintenance and repair services for heating and cooling equipment.


Considering Dynamics 365 for Field Service?

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Field Service Key Roles

The Field Service application provides tools for these key roles on your service team:

Customer Service Agents

Customer Service Agents

Triage incoming requests and determine when to create work orders for onsite visits.

Field Technicians

Field Technicians

Manage assigned work orders using the mobile app on a phone or tablet and perform maintenance and repairs onsite at customer locations.

Service Managers

Service Managers

Track performance metrics and oversee service delivery, finding ways to increase efficiency and standardise processes.

Dispatchers

Dispatchers

Review and schedule work orders, and assign them to resources on the schedule board through resource availability searches, and through a fully automated resource scheduling optimisation add-in.

Inventory Managers

Inventory Managers

Ensure field technicians have what they need to complete their service calls. Inventory managers also handle product returns and purchase new inventory.

Why Professional Advantage?

Professional Advantage, with 30 years of client success, is equipped to support your transfer to Dynamics 365 with our implementation processes. We take pride in our Dynamics 365 consulting teams’ outstanding professional services and expertise in unifying CRM and ERP capabilities to help you run your business end to end.