Field Service for Microsoft Dynamics 365
Dynamics 365 Field Service
The right way, the first time.
Microsoft Field Service enables companies to utilize a proactive service that prioritizes a first-time fix. By empowering technicians with Internet of Things capabilities, optimizing scheduling by use of AI, and connecting assets with Geofencing capabilities organizations move from a costly break-fix model to a never-fail service model.
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.
Keep the customer informed during every interaction of the service chain to increase brand loyalty and advocacy.
Provide employees and technicians with 360° information, from any location to improve resource productivity and customer satisfaction.
Improve profitability by optimizing schedules and use remote troubleshooting so a technician is dispatched only when necessary.
- Create proactive service
- Optimize scheduling with AI
- Empower workers
- Grow customer satisfaction
Create Proactive Service
Prevent service calls by utilizing Internet of Things (IoT) sensors that can detect and solve issues before they become problems.
Metamorphose your organization by evolving from a scheduled services model to just-in-time predictive maintenance activated by IoT data.
Get 360° information of customer assets with the combined capabilities of Supply Chain Management and Field Service, allowing for asset hierarchy, locations, and service-level agreements.
Gain insights with personalized surveys using Customer Voice.
Optimize Scheduling with AI
Dispatch the most equipped technician with AI-enabled scheduling recommendations and scheduling options that range from manual to fully automated.
A drag-and-drop schedule board and interactive map assists to better manage resource assignments.
Built-in schedule board optimization can minimize travel time and prioritize utilization by responding to delays, cancellations, and urgent work.
Synchronization across Finance and Supply Chain Management provides technician with up-to-date asset data and history.
Remote Assist and other augmented reality (AR) tools provide in-context help with detailed instructional procedures.
Remote inspections and collaboration with Remote Assist allow technicians to resolve cases faster.
With the Field Service mobile app service activity can be optimized with offline access to bookings, work orders, assets, and responding to IoT alerts and commands when on the field.
Technicians can manage work orders and appointment schedules through the mobile app with access to customer data and maps. And the ability to capture photos, videos, and voice notes.
Diverse insights dashboards work to optimize service and resources by helping managers analyze opportunities.
Grow Customer Satisfaction
Share technician location information with customers and allow for self-service appointment scheduling.
Utilize automated customer surveys to gain insights on the service experience.
Connected Field Service
Connected Field Service allows a field service organization to detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary.
In a traditional field service organization, the customer has a problem and calls to get it fixed. Connected Field Service eliminates the customer concern by attempting to complete self-healing repairs remotely before sending out a technician.
Connected Field Service for Preventative Maintenance
Organizations can benefit from “just-in-time” preventative maintenance instead of scheduled preventative because Connected Field Service can look at the actual consumption of a part and send out alerts when the part needs to be changed or cleaned.
Because Connected Field Service ingests millions of messages from millions of devices, machine learning capabilities allow Field Service to predict when a device needs attention and automate self-healing or maintenance steps before any kind of problem even registers through Azure IoT.
Connected Field Service Incremental Path to Implementation
Basic: When an anomaly is detected, Field Service automatically creates a work order and dispatches a technician to consider the issue. This level of Connected Field Service takes a proactive approach to improve customer satisfaction by decreasing overall downtime and making repairs before customers become aware of the problem.
Advanced: When an anomaly is detected, Field Service asks the device to try to fix itself with a single, selfhealing command. If that command doesn’t work, then Field Service automatically creates a work order and schedules a technician. Organizations experience improved customer satisfaction levels and gain greater productivity because fewer technicians are dispatched when devices can self-heal.
Expert: At this level, Field Service initiates a multi-step workflow when an anomaly is detected. This attempts to fix the device in as many ways possible without requiring human intervention. This level maximizes customer satisfaction and resource productivity because a technician is only dispatched when all other possibilities are exhausted.
Customer Centric Experience
Field Service puts customers at the center of all interactions by keeping them informed, making communication easy, and ensuring they have positive interactions at every step.
- Customers can see upcoming service appointments and view completed and open cases through a portal.
- Integration with Glympse keeps customers informed of actual arrival times of the technician in real time and provides the technician’s photo and vehicle information.
- Customers automatically receive text messages and phone calls to keep them informed at every stage of service.
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