Field service organisations face huge day-to-day challenges like delays, poorly planned routes, lack of resources, miscommunication, and lack of correct staff for a specific service. All of these factors dramatically impact excellence in customer service and can easily and quickly translate to loss of customers and goodwill. To streamline this process, Microsoft Dynamics 365 Field Service aggregates many out-of-the-box tools and functionalities to improve service delivery.
What is Dynamics 365 For Field Service?
Dynamics 365 For Field Service can be defined as a standalone and comprehensive Field Service Management solution that includes work order management, resource management, product inventory, service locations, customer assets, preventative maintenance, mobility, collaboration, customer billing, scheduling and dispatch, and analytics.
The benefits of Dynamics 365 Field Service include:
Improve first-time fix rate
Avoid equipment downtime through preventative maintenance
Reduce travel time, mileage, and vehicle wear and tear
Complete more service calls per technician per week
Manage follow-up work
Take advantages of upselling and cross-selling opportunities
Proactively organise and track resolution of customer issues
Schedule onsite visits at a time and date convenient to the customer
Communicate an accurate arrival time to customers
Keep customers updated with the status of their service request
Provide accurate account and equipment history to the field technician
According to The Total Economic Impact of Microsoft Dynamics 365 For Field Service report, the results for interviewed organisations across the world using Dynamics 365 For Field Service were eye-popping. The Microsoft-commissioned report revealed:
50% fewer hours on commutes
60% fewer hours charged for repair and maintenance services
10% reduction in field dispatch
6 months on average for payback
20% fewer service calls
Benefits of Implementing Dynamics 365 For Field Service
Deliver proactive service: Improve first-time fix rates through pre-emptive maintenance and remote access. Provide streamlined, predictable, and customer-centric processes to your customers while leveraging real-time visibility and awareness into the status and progress of service requests.
Achieve modern connected field service: Reap advantages of the latest embedded IoT (Internet of Things) technology, detect anomalies in connected devices, and resolve issues remotely and proactively before the customer identifies issues. The right technician with the right skills is recommended by intelligent scheduling to carry out the fix.
Drive efficiency by empowering your team: Provide the right set of tools to your technicians. Leverage state-of-the-art mobile technology to help them achieve repairs correctly the first time around. Enhance their skills and operational efficiency with remote guidance and training through HoloLens, Microsoft Guides, and Remote Assist that work seamlessly with Dynamics 365 Field Service.
Shift optimisations: Leverage a smart, responsive routing system by choosing Dynamics 365 Field Service that can help you optimise travel and meet visit goals. This automated and advanced route engine significantly increases the number of services per agent per week to save fuel and vehicle maintenance costs.
Real-time insights: Provide complete and accurate customer information and the cause(s) of concern to your service technicians. Enable seamless collaboration between teams throughout the task. Gain a 360-degree view of customer information, records, and priorities. Help your team stay high on productivity, punctuality, information, and customer satisfaction.