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Microsoft Dynamics 365 Field Service
Microsoft Dynamics 365 Field Service helps maximize customer satisfaction and improve resource productivity for on-site installation, maintenance, and break/fix services. This is applicable only for organizations providing field-based services to their clients.
An end-to-end solution, Microsoft Dynamics 365 Field Service can help your organization manage complex service agreements, track assets and inventory, manage service orders, quickly identify and dispatch resources, and gain the intelligence needed to provide predictive and preventive service and support. The solution makes it easier for organizations to manage a large workforce and deliver products and services directly to their customers’ locations.
Microsoft Dynamics 365 Field Service: How it works
Managing your mobile workforce becomes easier with Microsoft Dynamics 365 Field Service. The solution’s interactive schedule board provides an overview of resource availability and bookings. Dispatchers get a view of all field technicians with schedules, either in a list view or a map view by hours, days, weeks, or months. This makes it easy for dispatchers to respond to customer requests and get the most qualified technician for the job. The schedule process can also be automated and optimized to dispatch the right technician and derive the maximum value out of the resources.
Microsoft Dynamics 365 Field Service: Features
With Microsoft Dynamics 365 Field Service, you can ensure a high level of service by dispatching service calls to the right skilled technicians with the right equipment. The solution is packed with features to improve resource productivity and customer satisfaction.
- Detect and resolve issues remotely using Internet of Things (IoT) sensors and reduce service calls.
- Shift to predictive maintenance with IoT data, transforming your business to a profit center.
- Leverage Microsoft Dynamics 365 Supply Chain Management and Microsoft Dynamics 365 Field Service to get a 360-degree view of customer assets and exceed your client’s expectations with defined service-level agreements.
- Communicate proactively with your customers and enhance your customer engagement with predictable service through automated voice and text appointment reminders.
- Automate personalized surveys and feedback collection after each field service call and gain customer insights. This helps in improving proactive service with AI-based suggestions for IoT alerts and for incident type selection on work orders.
- Use the AI-enabled scheduling recommendations and assign technicians with the right skillsets/ experience.
- Combine Microsoft Dynamics 365 Field Service with Microsoft Dynamics 365 Customer Service to reduce operational costs with a unified workflow.
- Optimize the resources in a better way by scheduling the nearest and most available technicians using a drag-and-drop scheduling board and an interactive map.
- Minimize the travel time and maximize resource utilization while responding to delays, cancellations, and urgent work with automatic scheduling.
- Gain a real-time update by connecting to Microsoft Dynamics 365 Finance and Microsoft Dynamics 365 Supply Chain Management to synchronize data and manage assets.
- Provide technicians with in-context, step-by-step procedures to conduct maintenance using mixed reality tools.
- Use Microsoft Dynamics 365 Remote Assist video calls for experienced technicians to consult in real time and help new technicians.
- Track all service activities such as work orders, customer, data, and asset information (even when offline).
- Utilize the mobile app to enable on-field technicians to manage work orders and appointment schedules, access customer data, and capture photos, videos, and voice notes.
- Help technicians locate the customer and access product information easily using Guides.
Microsoft Dynamics 365 Field Service: Benefits
Microsoft Dynamics 365 Field Service caters to all stakeholders of a company – operations, technicians, and customers, allowing you to detect, diagnose, and resolve problems before they occur, improve fix rates, and reduce maintenance and operating costs.
Improve operational efficiency and business outcomes
Leverage the power of IoT and enhance the service experience by detecting and diagnosing the issues well in advance and then dispatch a technician only if needed.
Increase resource productivity and satisfaction
Improve effectiveness of service technicians
Engage your customer at every level
