The last few years have brought many professional and personal changes and challenges. No industry or individual has been left untouched. Even the segment of field service has experienced seismic changes as a result of the COVID-19 pandemic. For field service organisations across the world, being dispatched to the customer’s location to identify and resolve an issue became more complex than ever before. In response, field service organisations embraced more remote, less hands-on, and more dynamic service operations.
There is no denying the fact that change is inevitable and the recent transformation in the segment of field service has been unprecedented and phenomenal, to say the least. For Microsoft customers, the last few years have been positively overwhelming. The company was positioned as a leader within the IDC MarketScape for the Worldwide Manufacturing Field Service Management Applications Vendor Assessment 2021-2022. This recognition recognises the continuous investment and authority of Microsoft across its service solutions and cloud functionality.
For Microsoft, the IDC MarketScape noted one of its strengths as “The ability to deliver specific capabilities to support the market is critical to rapid adoption and ROI. Customer references also noted that Microsoft’s integration with other enterprise applications and technical capabilities of the application helped speed deployment and achieve value quickly.”
IDC MarketScape also noted “Microsoft’s primary challenge with regard to field service management is with regard to industry-specific innovations. Microsoft has established a culture of innovation around many of its products and highlights service-specific offerings, which demonstrate the future of field service collaboration and execution. However, manufacturers and some service organisations lag behind those in other industries, and companies like Microsoft will need to provide both transformative offerings and incremental innovations that closely align with the risk aversion of the specific subvertical industry.” Fortunately, Microsoft caters to everyone from the intrepid to the risk-averse with both transformative offerings and incremental innovations that closely align with the customer’s palatable level of risk.
The study advised “Manufacturers and service organisations should consider Microsoft when they are looking for an integrated field service product offering that can seamlessly integrate IoT data, remote collaboration, AI, and AR/mixed reality capabilities to enable more predictive and proactive service outcomes. The ability to collaborate in real-time and have on-demand insights is transforming the way field service and support can be conducted. Microsoft is helping manufacturers that are on this journey around servitisation and the convergence of AI, IoT, and AR in the field.”
Discover how you can leverage the multidimensional capabilities of Dynamics 365 Field Service to optimise service operations now and tomorrow, improve employee effectiveness, and better personalise customer engagements. Call us at C.I.G Consultants now!