D365 Field Service

Optimised scheduling and predictive maintenance

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What is D365 Field Service?

Microsoft Dynamics 365 Field Service, included as part of Dynamics 365and empowers businesses to deliver a seamless experience to customers and tackle the bottlenecks in your business processes. The end-to-end workforce management software helps organisations resolve service issues before they occur, optimise scheduling capabilities and field service technicians with the latest mobile and cloud technology.

Designed for businesses who carry out work onsite at a customer’s home or premises (installation, maintenance, or responding to break/fix issues), Microsoft’s field service management software boasts a range of features to enable teams to get the job done using one solution.

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

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

Turn relationships into revenue

Key Features:

Increase efficiency with IoT

  • Gain insight and intelligence – Harness the power of Internet of Things (IoT) and detect & diagnose problems before customers become aware of an issue
  • Automatically create work orders – Automate work order creation and scehdule & dispatch technicians with relevant customer information sent directly to their devices
  • Transform service with predictive maintenance – Schedulded maintence can be costly, Dynamics 365 helps you move away from these plans to just-in-time predictive maintenance and repair, or replace parts only when needed

Dynamics 365 for Field Service Dashboard

Resource optimisation dashboard - dynamics 365

Optimise your resources

  • Automate scheduling – Schedule the right technician with the right skills at the right time, fitting more appointments in per day and improving profitability
  • Manage resources better – Manage resource assignments across multiple work orders using an interactive, drag-and-drop schedule board
  • Improve stock management – Ensure each engineer has the right stock by tracking down to truck level in real-time, improving first-time-fix rates as a result

Optimise your resources

  • Automate scheduling – Schedule the right technician with the right skills at the right time, fitting more appointments in per day and improving profitability
  • Manage resources better – Manage resource assignments across multiple work orders using an interactive, drag-and-drop schedule board
  • Improve stock management – Ensure each engineer has the right stock by tracking down to truck level in real-time, improving first-time-fix rates as a result

Resource optimisation dashboard - dynamics 365

Make Technicians More Effective

  • Keep technicians on time – Ensure on-time appointments with the best route, turn-by-turn directions and work order details that can be updated in real-time across devices
  • 360-degree view of customers – Get a full view of customer preferences and history with personalised instructions, allowing you to reliably track and complete tasks
  • Improve processes – Mobile access to back office information boosts on-site efficiency for technicians, ensuring they can effectively capture and update all work order details

dynamics 365 for field service mobile dashboard

live work order in dynamics 365 for field service

Engage with customers

  • Build trust – Increase transparency and trust with customers by seamlessly sharing quotes, contracts and scheduling information
  • Put the customer first – Make it easier than ever for customers to keep track of service activities and self-schedule appointments with a customer portal
  • Communicate proactively – Provide real-time technician tracking and automated appointment reminders for customers

Engage with customers

  • Build trust – Increase transparency and trust with customers by seamlessly sharing quotes, contracts and scheduling information
  • Put the customer first – Make it easier than ever for customers to keep track of service activities and self-schedule appointments with a customer portal
  • Communicate proactively – Provide real-time technician tracking and automated appointment reminders for customers

live work order in dynamics 365 for field service

Useful Blog Posts…

Should My Business Invest In Field Service Software?

Read Blog Post

Dynamics 365 for Field Service and Resco

Read Blog Post

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