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.

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.

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

Mobile

No matter what device is used, organizations can leverage native mobile applications to provide real time and offline data and gain visibility into customer information to improve field processes and increase technician productivity.

Mobile workers are provided with a calendar of work order details that can be dynamically updated. Work orders are linked to customer and case history, installed product configurations, parts information, pricing, and more.

Highlights

  • Access all relevant information like case, customer information and history, equipment, and recommended steps for repair.
  • Easily update work orders to ensure accurate information.
  • Maintain consistency of work performed with step-by-step checklists.
  • Launch and complete satisfaction surveys.
  • Capture client signatures, generate invoices, and collect payment.
  • Take and store photographs of work.
  • Route technicians on the best route with turnby-turn directions.
  • Technicians update their status between traveling, working, on break, etc. to ensure visibility for dispatch.

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