One of the biggest challenges that organizations delivering field service face is how to manually, and seamlessly manage the service team, available fleet, appointments, customer requests, and dispatch. Other challenges include
- Technicians are not arriving on time, resulting in customer discontentment.
- Technicians need to return to the same job multiple times.
- No centralized information related to maintenance of equipment or machinery.
- You lose visibility as soon as your technician walks out the door.
- Mismanagement & mishandling of service level agreements.
- Unable to deliver consistent customer experience across multiple touch points.
Microsoft Dynamics 365 for Field Service provides everything you need – from optimized work order scheduling to predictive maintenance to turn service calls into a strategic advantage. D365 for Field Service is a comprehensive solution with core capabilities across service locations, service agreements, customer assets, predictive maintenance, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics, enabling organizations to maximize customer satisfaction and improve resource productivity for on-site installation, maintenance, and break/fix services.
As an end-to-end solution, Dynamics 365 for Field Service enables organizations to manage complex service agreements, track assets and inventory, manage service orders, quickly identify and dispatch resources. Built-in business intelligence provides predictive and preventive service and support.
Roles in Microsoft Dynamics Field Service
Customer Service – Prioritize different requests so that work orders and on-site visits can be created from cases.
Service Managers – Oversee service delivery and track performance metrics over time. You can also standardize processes to increase departmental efficiencies.
Dispatchers – Review incoming orders so that they can be scheduled for the appropriate resource with universal resource scheduling.
Field Technicians – Carry out work orders either using a smart phone or tablet
Inventory Managers – Enables you to efficiently deal with any product returns and the procurement of new inventory.
Core capabilities of D365 for Field Service
Service Agreements – You can use recurring service templates to pull in work schedules and pricing to simplify the quoting process. Dynamics 365 for Field Service enables you to manage and maintain the accuracy of service contracts and installed products across customers’ locations. More visibility into contract information enables you to drive faster, more accurate billing.
Inventory management – With Dynamics 365 for Field Service, you get inventory updates and stock history across locations, including warehouses, depots, and trucks. Real-time updates about inventory enables you to track your service stock more closely for fewer write-offs and create better forecasts. You can also efficiently manage inventory information for any part of the transaction, including return material authorizations, stock adjustments, and stock transfer.
Asset Management – By seamlessly managing and controlling customer service location and asset information, Dynamics 365 for Field Service offers you 360-degree view of service considerations and history.
Campaign Reports – With D365 for Field Service, you can seamlessly monitor and analyze marketing activities, including campaign activity status, campaign performance, and campaign comparisons.
Work Orders – Quickly generate work orders to dispatch field personnel to service locations
Scheduling & Dispatch – Manage individuals, teams, and assets with a flexible drag-and-drop graphical schedule board and a shared resource pool.
Optimized scheduling – Dynamics 365 for Field Service enables you to organize teams and equipment with flexible scheduling options to accommodate both customer service representative and dispatcher workflows. This functionality will enable you to ensure more precise appointment scheduling — to fit more appointments into the day. You can create smarter workload and resource balance by organizing resources using category. You can also match skill sets of field technicians against the work requirements and allocate them job. D365 for Field Service enables you to take geography, availability, truck inventory, regulatory requirements, customer preferences, and service level agreements into account while delivering field service.
Preventive Maintenance – Automatically generate recurring work orders to ensure that customer assets are properly maintained before issues occur.
Customer Billing – With Dynamics 365 for Field Service, you can quickly turn completed work orders into customer invoices for billing your chargeable work.
Mobility – Easily access and update key customer service information using cross-platform mobile apps
Integrated Communication – Dynamics 365 for Field Service delivers real-time communication and collaboration between customer service, dispatch, field agents, and customers via integration with Office 365 tools like Skype for Business.
Service Intelligence – Leverage big data, IoT, machine learning, and embedded analytics to gain real-time visibility and predictive insights.
The Bottom Line
Thus, Microsoft Dynamics 365 for Field Service enables organizations to seamlessly manage a large workforce and deliver products and services directly to customers’ location. Dispatchers can see and manage the work assigned to their workforce while field technicians can see schedules. By optimizing scheduling, you can get the maximum value out of your resources.