Field Service  for Microsoft Dynamics 365

Field Service

Field Service empowers companies to improve customer satisfaction, first time fix rates, and resource productivity.

Microsoft delivers advanced scheduling, resource optimization and mobile enablement capabilities that set organizations apart by keeping the customer at the center of the business. Field service, including advanced analytics, machine learning and the Internet of Things’ capabilities, allows organizations to move from a costly break-fix model to a never-fail service model.

Overview

We provide complete flexibility in how organizations choose to schedule their resources by offering manual, assisted, and automated, optimized scheduling. In each of these workflows, we support schedulers with visual cues to simplify their work.

We leverage inventory management capabilities that capture real-time information from deliveries and technicians to ensure that the right parts are always ready to go. On their way to and at the customer location, technicians use a mobile app to stay connected. Each technician updates their status like driving, in-progress work, and completed work. The mobile app also provides step-by-step instructions for the task at hand. The technician can snap photos of the completed work, get customer sign-off, and even collect payment.

Key Benefits

Customer First

Keep the customer informed during every interaction of the service chain to increase brand loyalty and advocacy.

Connected Interactions

Provide employees and technicians with 360° information, from any location to improve resource productivity and customer satisfaction.

Empower Organizations

Improve profitability by optimizing schedules and use remote troubleshooting so a technician is dispatched only when necessary.

Key Capabilities

  • Service Agreements
  • Schedule and Dispatch
  • Inventory management
  • Mobile
  • Connected Field Service
  • Customer centric experience

Service Agreements

Field Service helps organizations improve customer satisfaction with reliable service through predictable service delivery and inventory management with flexible service schedules that can be recurring if needed.

It also maintains the accuracy of service contracts, warranties, and installed products across customers, geographies, and 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 not only drives faster, more accurate billing, it enables field service teams to identify new sales opportunities to drive additional revenue.

Contract and SLA Management

  • Manage terms and conditions.
  • Apply different billing rates for various types of work and materials.
  • Automate escalations.
  • Classify assets with barcodes or serial numbers.
  • Track asset location, maintenance needs, and repair history.
  • Track warranties against assets.
  • Provide field staff with visibility into terms and expiration dates.
  • Ensure that service and billing conform to warranty stipulations.

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