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DYNAMICS 365 FIELD SERVICE

Customer service and your field operatives are on the front line, so turning all conversations with customers to strategic advantage, can only be achieved if they are backed up by the best and latest technology.

Enabled Dynamics 365 Field Service

Dynamics 365 Field Service is consistently improving, keeping pace with the new demands on the marketplace, and twice-yearly updates are sent directly to your platform, so you are futureproof.

For businesses carrying out on-site work at customers’ homes or premises MS Dynamics 365 Field Service is perfect for optimising all aspects including:

  • Scheduling
  • Installation
  • Recurring Maintenance
  • Responding to Break/Fix Issues

Enabled Dynamics 365 Field Service

Field Service provides team members with access to what they need to get

Dynamics 365 field service dashboard

Dynamics 365 Field Service is consistently improving, keeping pace with the new demands on the marketplace.

ResourceOptimization

MS Dynamics 365 Field Service enables you to get the best value out of your technicians by providing data insights on skill sets, so you can schedule the right technician for the right job.

Transform Service Delivery

MS Dynamics 365 Field Service is a customer-centric platform that can be used with web portals, so customers can get proactive updates, and technician tracking, reassuring them that they are your priority.

Empower Technicians

MS Dynamics 365 Field Service empowers field service technicians, reducing staff turnover, as they get a 360-degree view of customer history, with the assurance of back-up and real-time guidance whilst on site.

MS Dynamics 365 Field Service

For Your Teams

As a customer, we view field service based on the technician that comes to do the job: If they are friendly and efficient, we are more likely to give a complimentary review. Their efficiency, however, is usually down to the team behind the scenes. I have just had a smart meter fitted this morning and the technician ran into difficulty but was able to confer with his colleagues and complete the job. Below is a breakdown role by role so you can see why your team needs MS Dynamics 365 Field Service.

Using the desktop application customer service can create and book on-site visits, and prioritize requests, which are created directly from cases. Customer service dashboards can be created by the people closest to your business, your employees.

Standardising processes are simplified and streamlining options become transparent using MS Dynamics 365 Field Service, so service managers can increase departmental efficiencies. Metrics for staff performance and operational performance are transparent, and details can be easily cross-checked against client records, from one dashboard, giving service managers a 360-degree view of all. 

Dispatchers can review incoming orders with Universal Resource Checking, so scheduling can be easily achieved, from one dashboard across all resources, including external resources.

Using mobile or tablet, the MS Dynamics 365 Field Service application will enable Field Technicians to keep on top of their assigned work orders and update head office on the completed work.

Working hand in hand with Field Technicians, Inventory managers enable operatives to have all the components and parts they need to complete jobs, on time and on budget – as well as dealing with product returns and reordering stock. This can be managed from one MS Dynamics 365 Field Service dashboard, giving them complete clarity of all stock available and orders pending.

Using the desktop application customer service can create and book on-site visits, and prioritize requests, which are created directly from cases. Customer service dashboards can be created by the people closest to your business, your employees.

Standardising processes are simplified and streamlining options become transparent using MS Dynamics 365 Field Service, so service managers can increase departmental efficiencies. Metrics for staff performance and operational performance are transparent, and details can be easily cross-checked against client records, from one dashboard, giving service managers a 360-degree view of all. 

Dispatchers can review incoming orders with Universal Resource Checking, so scheduling can be easily achieved, from one dashboard across all resources, including external resources.

Using mobile or tablet, the MS Dynamics 365 Field Service application will enable Field Technicians to keep on top of their assigned work orders and update head office on the completed work.

Working hand in hand with Field Technicians, Inventory managers enable operatives to have all the components and parts they need to complete jobs, on time and on budget – as well as dealing with product returns and reordering stock. This can be managed from one MS Dynamics 365 Field Service dashboard, giving them complete clarity of all stock available and orders pending.

How to use Dynamics 365 field service

Check out this great video by Microsoft which walks you through, how to use D365 field service.

End-to-End Solution to Field service

All job roles can access MS Dynamics 365 Field Service, across all media platforms, to push and pull the information they need, as well as corresponding easily with other team members, so collaboration is assured.

MS Dynamics 365 Field Service is an end-to-end solution with features including:

  • Schedule Optimisation
  • Asset Management
  • Invoice Processing

Dynamics 365 field service Power BI dashboard

Dashboards can be created by the people closest to your business, your employees – giving you a 360-degree view of all.

Industries that would benefit from MS Dynamics 365 Field Service

Any service-based business where the challenge they face is to increase customer satisfaction and improve productivity in on-site installation and break/fix repair.

Sector pains and solutions using MS Dynamics 365 Field Service:

In this time-sensitive sector, MS Dynamics 365 Field Service routes technicians to jobs for timely responses to break/fix issues.

MS Dynamics 365 Field Service portal will enable patients living in their own homes to book appointments.

Head office can schedule and dispatch suitable care givers, informing them on the App (which they can use on mobile or tablet), to check their personal schedule, notify head office if they are ill or unable to attend, check their route, and report back once they have completed the visit.

Using MS Dynamics 365 Field Service, Facilities Managers can schedule routine maintenance and react to break/fix issues.

Companies who manufacture and sell products directly (B2B), can take advantage of MS Dynamics 365 Field Service, to manage maintenance services of their products.

Automated Scheduling and Work Order Creation

MS Dynamics 365 Field Service was specifically designed to cover all the bases and will automatically:

  • Create
  • Schedule
  • Dispatch Work Orders

MS Dynamics 365 Field Service - Bar Chart Format

MS Dynamics 365 Field Service dashboards – Choose the format that best suits your needs, including: Bar charts, graphs and pie charts, etc.

ROI

The immediate ROI for your company is that you will have complete transparency, assuring productivity will be enhanced with more appointments scheduled, with the right engineer assigned to the right job – and positive reviews.

MS Dynamics 365 Field Service - Territory Analysis

Managers will have a 360-degree view of territories, which can be easily manipulated by clicking through, to further expand on the detail.

Backup your Field Service Teams with the App

Using the MS Dynamics 365 Field Service App, your technicians will have access to data in near real time, direct from CRM. The App can be designed to accommodate all the aspects they need including:

  • Customer Information
  • Customer History

The App has online and off-line modes which means details can still be entered even when off-line, these will then be synced back directly to CRM, once on-line.

Dynamics 365 Field Service - Simply Download The App

See this explanation of how to download and use the Dynamics 365 field service app.

Scheduling in real-time, across all media devices

Keep technicians on time with best route, turn-by-turn directions, and work order details that can be updated in real-time on any device.

Customer Engagement

Build Customer Loyalty

Keep customers informed to increase transparency and build trust. Send communication by email and SMS, sharing quotes, contracts, and scheduling so they remain engaged.

Clear Communications

Encourage customers to engage with web portals, so they have direct access to their files in your CRM. (These are protected by access-based permissions.)

Keep Customers updated with SMS and provide a live map of their technician, with real-time updates on estimated time of arrival.

Proactive Servicing

Utilise 24/7 monitoring by connecting your equipment, to minimise downtime – with early proactive field service delivery.

REEVALUATE PROCESSES

Manage Service Agreements

Service agreements, including recurring service visits, contracts, installed products, and warranties can be easily managed across customers and locations.

Connected Devices

Equipment enabled for the Internet of Things (IoT) like sensors to detect, troubleshoot, and resolve issues remotely, are themselves connected to Field service management tools for accurate reporting.

Using IoT connected to field service management tools means that problems can be identified and resolved, often before it affects the customer, and enable troubleshooting so technicians are only dispatched when they are needed. 

Findout more about Dynamics 365 field Service

Book a 10 minute, no-obligation chat, with Alex, to find out more –

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