Field Service

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Dynamics 365 for Field Service

Our field service software is an end-to-end solution, built on Microsoft Dynamics 365, with capabilities that include optimised scheduling & dispatching, mobile workforce management, asset management and processing orders & invoices. Whether your organisation services customer products or equipment, manufactures products and operates with an after-sales offering, or manages high value & complex assets, our field service solution is flexible enough to meet the needs of even the most complex of organisations.

At PragmatiQ Solutions, we know that improving first-time-fix rates is an essential measurement of success for a service organisation. Therefore, the dispatching software and automation capabilities within our connected field service solution ensure the right resource is scheduled at the right time and your workforce is equipped with the right tools & technology to get the job done.

You can check out our article if you are unsure if your business should invest in field service software.

Our Field Service software is suitable for:

Service Providers

Does your organisation service products or equipment on behalf of your customers? We provide you with the functionality and flexibility to meet your needs

After Sales Service

Do you manufacture products and offer after sales servicing? Our solution provides you with the functionality to manage this additional revenue stream

Asset Management

Do you deal with high value and business critical assets? Our solution has the functionality to handle all types of maintenance scenarios

Particular industries:

Industrial Services

HVAC Building Systems

Facilities Management

Fire & Safety, Security

Property Management

Inspectors, Assessors

Machinery

Plant Agricultural

Statutory

Inspectors, Assessors

Medical Systems

Manufacturing

Challenges faced by Field Service organisations

1

Customer Demand

Customer demand and high expectation to deliver beyond the traditional break/fix model
2

Optimising Service Delivery

Getting the right person to the job at the right time can be a challenge without the right technology
3

Real-time Communication

Real-time communication and location of service technicians, to provide accurate ETA to customer
4

Rising Costs

Rising costs of operations due to missing inventory, reducing first-time fix rates
5

Effective Management

Managing large pools of resource effectively, to best make use of their time and skills
6

Delays Impacting on Customer

Delays in customer invoicing, due to waiting for paperwork to be returned to back-office
Dynamics 365 for field service map view

Key features

  • Schedule and route optimisation
  • Inventory management to track stock across locations
  • Customer portal to raise new service requests and get visibility of upcoming and current service tasks
  • Service agreements enabling accuracy of service contacts, warranties and installed products
  • Real-time and offline mobile capabilities
  • Enhance work orders with inspection and survey functionality
  • Rich reporting capabilities
  • Detect, troubleshoot and resolve issues remotely with connected field service

Benefits of a CRM for Field Service

Kneowledgable dispatchers

Enable your dispatchers to make informed scheduling decisions, based on real-time information. Also ensure that the engineer is appropriately stocked for a job

Improve first-time fix rates

Improve first-time fix rates by informing engineers in advance of arriving at a job, what tools and skills are required, how expensive parts will be and time to completion

Job optimisation

Access to real-time customer information, empowering employees with full visibility of the customer and outstanding jobs, resulting in an increase of productivity

New opportunities

Gain rich information about your customers service activities, creating opportunities for up-selling and cross-selling services and upgrading or replacing assets

Customisable platform

Customise the field service platform to adapt with business changes and easily integrate with other business applications such as an ERP system or accounting software

Customer-centric experience

Give customers a complete view of upcoming and past cases, share a photo and live map of their technician en route, and send updates via SMS and phone call

Unveil a New Way of Working

Connected Field Service Through Internet of Things

The connected field service add-on to Dynamics 365 Field Service enables service organisations to capture and analyse data coming from connected devices. Leveraging the Azure IOT suite, organisations can now detect, troubleshoot, and resolve asset issues remotely, so a technician is dispatched only when a remote repair has been attempted and an onsite visit is necessary.

Internet of things and connected field service diagram - PragmatiQ Solutions

Solution benefits for Connected Field Service:

  • Anticipate asset failure and improve first time fix rates by being well informed about an issue
  • Improve customer satisfaction by identifying and resolving problems before a customer evens know they have a problem
  • Perform “just-in-time” preventative maintenance by understanding actual consumption
  • Using device data to enable sales teams to identify opportunities and follow-up

Go from Data to Insights in Minutes

Microsoft PowerBI

Microsoft Power BI is a cloud-based set of business intelligence technologies and tools, that will deliver valuable insights to your Field Service organisation. Seamlessly connect your Dynamics 365 data to Power BI and build dashboards & reports that will give you insights into the following:

  • Total cost of corrective, preventative and proactive maintenance
  • Engineer resource capacity and utilisation
  • Service Level Agreement (SLA) performance
  • Inventory levels and forecasts
  • Performance and monitoring of IoT devices

Useful Blog Posts…

Should My Business Invest In Field Service Software?

Read Blog Post

Dynamics 365 for Field Service and Resco

Read Blog Post

What our clients say...

We approached PragmatiQ Solutions to help us with an incumbent Dynamics 365 system which had various legacy issues having been customised by numerous consultants over a number of years. They dealt with all the nuances quickly to get our system up to a standard they were happy to work with. From there the PragmatiQ technical team ran with a large project and its fair to say now know our business inside out. Their ability to understand what we do and how we do it having only seen it from an ‘IT perspective’ was and still is impressive. We would highly recommend PragmatiQ.

Tom RobertsManaging Director at Moorgate Finance

We commissioned PragmatiQ solutions to provide us with a bespoke Customer Relationship Management (CRM) system using Microsoft Dynamics. The team at PragmatiQ very quickly gained a thorough understanding of our complex delivery model and created a solution that has had a positive impact and really added value to our work. PragmatiQ were focused in their approach and delivered to tight timescales, as well as being a pleasure to work with.

Natalie MacPhersonDevelopment Director at MacIntyre Charity

We approached PragmatiQ Solutions to help us with our Microsoft Dynamics CRM platform. We had developed a bespoke system over the years to manage the day-to-day sales processes of the Commercial team, however, we felt that working with a specialist Dynamics partner would be a much better approach for the business. We have now been working with Stuart, Jamie and the team for just over 12 months and to say we have been impressed with their approach would be an understatement. The dedication, knowledge and customer service shown to the delivered projects has been exceptional and their innovative approach to business is inspiring. They have guided us every step of the way and have succeeded in changing our platform for the better. It has provided us with a much more efficient way of working and supported us with business intelligence that we haven’t seen before. We also benefit from real-time, top level dashboards that make reporting back to stakeholders a very simple process.

James WoottonHead of Commerical Sales at Wasps Rugby Club

We worked with PragmatiQ Solutions who successfully implemented a quoting tool for sales. They were generous with their time, taking every opportunity to understand our needs both now and in the future. Their deep analysis was invaluable, helping us to refine our working practices and automate our processes to maximise productivity and ultimately save time and money. Thanks to PragmatiQ, we now have a bespoke system that has been tailored to our specific needs and is fully integrated with Microsoft Dynamics.

Angela de KlerkBusiness Development / Head of Marketing at Impact Handling

PragmatiQ Solutions are a trusted and dynamic CRM partner. They have provided quick, flexible and innovative solutions to the challenges we’ve given them whilst being professional and supportive. They have become a reliable partner and operate as an extension of our internal team.

Sarah RandallHead of Operations and MI Systems at Buckinghamshire Business First

PragmatiQ Solutions was recommended to us via a networking connection in Manchester. Upon speaking to the company they seemed very knowledgeable and confident they could repair our unusable Dynamics system which had been built by a different partner. From the first face to face consultation it was clear to see Jamie had the full knowledge around our intentions and understood our business model and had actually create something similar in the health profession elsewhere. From that point we felt confident to progress in to a full development project. The results were quick and impressive. Offering us a totally up to date platform with all of the automation we had originally asked for. We are keen to continue to work with PragmatiQ and look to develop the system again in the future.

Carren BellFounder at Lagans Foundation

Our mission is to ensure that meaningful mental health support is accessible and we aim to see everyone within 1 week of referring to our service. With demand for mental health and emotional support increasing exponentially through the coronavirus pandemic, we really needed to get systems in place to help us cope with the high demand whilst delivering against our mission and growing our team. This is why we decided to engage with PragmatiQ Solutions to help us build a bespoke system that would fulfil those elements. It was clear that an off-the-shelf package wouldn’t give us the security, efficiency and ease of use that our Dynamics system would. The work was planned out really effectively, giving us guidance based on their experience, which also made for the system to be built quickly with only small adjustments necessary before going live. Since the system has been built, our admin time has been significantly cut down, helping us to stick to our mission, even when we grow. Ultimately providing people with mental health and emotional support as quickly as possible.

Jon ManningChairman & CEO at Arthur Ellis Mental Health Support

We engaged with PragmatiQ Solutions to conduct an independent health check of our Dynamics CRM implementation. They worked with a partner to produce a very useful and insightful audit report highlighting various areas for improvement, and which gave valuable feedback on what we had built so far and left us with confidence that we were on the right development approach for our strategic programme. PragmatiQ worked to tight and fixed timescales to complete a focused delivery which had real business value.

Nick BreedsAssistant Director - Solutions Delivery at NHS Blood and Transplant Unit

PragmatiQ Solutions successfully implemented Microsoft Dynamics at our paint facility. They worked in a professional manner throughout the project, paid attention to detail and were accommodating to our tight timescales. This ensured we were operational in due time and as a result we have been able to work more efficiently with our manufacturing set up in the UK and ultimately save costs. Overall, we had a very positive experience with PragmatiQ Solutions and consequently have re-engaged them for future projects.

Anders LonnebjergHead of Department - Business Engagement and Applications at MHI Vestas Offshore Wind

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