Transform field service with Microsoft Dynamics 365

Microsoft Dynamics 365

In the cutthroat competition, service organizations are facing tremendous pressure to deliver valuable customer service while optimizing operations to maintain competitive advantage. Microsoft Dynamics 365 for Field Service is a robust, end-to-end field service management software that enables organizations to efficiently manage their mobile workforce. With core functionalities 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, Dynamics 365 Field Service maximizes customer satisfaction while improving resource productivity for on-site installation, maintenance, and break/fix services. 

Microsoft Dynamics 365 Field Service is the right fit solution for any organization that wants customer satisfaction, team productivity and profitability. Dynamics 365 Field Service enables you to put the right field technician, with the right knowledge and the right equipment, to the right place at the right time. In the technology driven landscape, when customers look for consistent service experience, Dynamics 365 Field Service infuses speed, quality and flexibility, enabling you to manage a large workforce and deliver products and services directly to their customers locations. With Dynamics 365 Field Service, organizations can see all field technicians with pictures and schedules either in a list view or a map view by hours, days, weeks or months. Furthermore, organizations can automate and optimize scheduling process to dispatch the right technician and make sure to get the maximum value out of the resources. 

Key capabilities 

Field service capabilities include:  

Work orders: – Define service work needed primarily (but not exclusively) at customer locations. 

Scheduling and dispatch tools: – These tools enable you to manage resources and equipment needed for customer service. Furthermore, you get real time visibility of onsite appointments, and can optimize service schedules with efficient routing and resource skill matching.  

Communication tools: –  To improve collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders. 

Mobile App: – Easy-to-use mobile application guides technicians through schedule changes and service work. 

Asset Management: – You can keep track of customer equipment and service history. 

Preventive Maintenance: – Recurring maintenance appointments for equipment can be maintained. 

Inventory, purchasing, and returns: – You can manage truck stock, purchase order requests and fulfillment, and product returns. 

Billing Capabilities: – Generate products and services invoices delivered to customers. 

Time tracking: – Track how resources are spending their time, whether they’re traveling, on break, or working.  

Analytics: – Analyze key performance indicators to manage work orders, scheduling activities, and interactions with customers. 

Field Service roles 

The Field Service application provides tools for these key roles on your service team: 

  • Customer Service Agents
  • Service Managers
  • Dispatchers
  • Field technicians
  • Inventory managers 

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