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.
Keep the customer updated with the status of their service call to foster trust and increase brand loyalty.
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.
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:
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.
Manage your inventory across locations, set re-order points, and track inventory, down to the truck level, helping drive efficiency and productivity.
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.
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.
Field service ensures easier communication and collaboration between customer service, dispatch, field agents, and customers via integration with Office 365 tools.
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.
Who uses Microsoft Dynamics 365 for Field Service
Some examples of the types of organisations that use the application to manage their field service:
A medical device manufacturer sells machines to hospitals and clinics and uses the application to manage maintenance services over the lifetime of the machines.
A fibre optic cable utility company uses the application to respond to outages by dispatching technicians to problem areas.
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.
A facilities manager uses the application to deliver maintenance and repair services for heating and cooling equipment.
Field Service Key Roles
The Field Service application provides tools for these key roles on your service team:
Triage incoming requests and determine when to create work orders for onsite visits.
Manage assigned work orders using the mobile app on a phone or tablet and perform maintenance and repairs onsite at customer locations.
Track performance metrics and oversee service delivery, finding ways to increase efficiency and standardise processes.
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.
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.