Research has shown that field service remains a critically important strategic component for most organizations, as it essentially drives customer satisfaction and builds stronger, trusted relationships with customer. Microsoft Dynamics 365 for Field Service achieves this with improved exceptional first time fix rates and resource productivity. With advanced scheduling, resource optimization and mobile enablement capabilities, you can now keep your customer at the centre of your business.
Field service, including advanced analytics, machine learning and the Internet of Things’ capabilities, allows you to move from a costly break-fix model to a never-fail service model.
Microsoft Dynamics 365 for Field Service gives you the flexibility to schedule your resources by offering manual, assisted, and automated, optimized scheduling. In each of these workflows, schedulers have support of visual cues to simplify their work.
Leverage inventory management capabilities that capture real-time information from your deliveries and technicians to ensure that the right parts are always ready to go. On their way to and at the customer location, technicians can use a mobile app to stay connected. Each technician can update their status such as driving, in-progress work, and completed work. The mobile app also provides step-by-step instructions for the task at hand. The technician can then snap photos of the completed work, get customer sign-off, and even collect payment.
Schedule and Dispatch Optimization - Microsoft Dynamics 365 for Field Service provides the ability to manage people and equipment., and ensures that the right resource with the right experience is scheduled for a job. Both customer service representatives and dispatchers can use an automated tool for precise appointment scheduling, and therefore can fit more appointments into the day.
Service Agreements - Improve customer satisfaction with reliable service achieved through predictable service delivery and inventory management. Easily manage all your service contracts, warranties, and installed products across customers, geographies and locations. Enhanced visibility into accurate contract information not only drives faster, more accurate billing, it enables field service teams to identify new sales opportunities to drive additional revenue.
Inventory Management – Enable your team to instantly update the system from the field and give them any information they need across locations, be it warehouse, depots, or trucks. Real-time updates ensure that your inventory is accurate, while replenishment and purchasing can be done within the system or through the integration Microsoft Dynamics 365 for Operations.
Mobile Productivity – Improve your team’s productivity with native mobile applications that provide real time and offline data, and gain visibility into customer information to improve field processes. Mobile workers can use a multi-day calendar of work order details that can be dynamically changed, and your administrators can centrally manage all users and devices (regardless of platform).
Connected Field Service – Improve customer satisfaction and resource productivity at minimal cost by proactively detecting, troubleshooting, and resolving issues remotely so a technician is dispatched only when necessary. Devices in the field are connected and harness the power of the Azure IoT Suite, thereby enabling you to know about problems and solve them before their customer even becomes aware of the issues.
Business Intelligence - Enables your field agents to deliver the best possible customer experience with real-time visibility into KPIs and the ability to drill-down into the details. Leveraging insights gained from the multiple facets of field service and including sales, marketing, and supply chain data, you can use these analytics to provide valuable real time, predictive and proactive information that can help drive continuous service quality improvements and revenue optimization.