Deliver quality, proactive field service

Built-in intelligence helps you resolve service issues before they occur, reduce operational costs and deliver positive onsite experiences.

Dynamics 365 Field Service empowers companies to improve customer satisfaction, first time fix rates, and resource productivity by delivering advanced scheduling, resource optimization and mobile enablement capabilities that keep the customer at the center of the business. Get advanced analytics, machine learning, mixed reality and Internet of Things’ capabilities, enabling your organization to move from a costly break-fix model to a never-fail service model.

Proactive service

Proactive service

Build loyalty and customer satisfaction by resolving issues with reliable and predictable service delivery. Increase first time fix rates through remote access and pre-emptive maintenance.

Connected interactions

Connected interactions

Detect anomalies with IoT and resolve issues remotely before the customer is even aware. Leverage data from connected devices to send technicians only when needed.

Empowered individuals and organisations

Empower individuals & organisations

Arm technicians with the mobile technology they need to commit repairs successfully the first time. Leverage expert assistance using mixed reality, HoloLens and Remote Assist.

Field Service Management Overview

Traditionally, Field Service was a cost center business for most companies. But as companies evolve in their business/technology maturity, Field Service operations are becoming Profit Centers, and in a lot of cases, they evolve beyond Profit Centers and go towards Servitization, resulting in outcome-based business models, and net new revenue streams that previously did not exist. This shift has enabled companies to use Field Service technologies to offer “outcome-based’’ businesses to their customers, resulting in increased revenue.

In any industry leading field service solution, the two-key metrics of resource productivity and customer satisfaction are driven by the top concerns of any field service executive: putting the customer first, having connected interactions across the service chain, and empowering organizations to be successful.

Field Service empowers companies to deliver predictive and proactive service to improve customer satisfaction, first time fix rates, and resource productivity through advanced scheduling, resource optimization, and mobile enablement.

Better manage demand

Work orders
Allow customers to create work orders from a portal or automatically create based on predefined triggers or manually

Create work orders from sales opportunities, cases

Agreements
Define and create agreements

Automatically generate work orders and invoices at predefined intervals for recurring service

Ensure SLA adherence, agreement sub-statuses

Azure IoT
Automate work orders based on IoT triggers (using Microsoft Flow)

Automatically self-heal or schedule technician

Better manage demand
Better plan work

Better plan work

Schedule & dispatch
Universal Resource Scheduling (URS) ensures only available technicians can be scheduled

Intelligent Scheduling Optimization
Manual: dispatcher identifies people and schedules accordingly

Semi-automated: Potential qualified resources are suggested based on set criteria

Fully Automated: Algorithm, combined with goals/constraints,
schedules automatically

Better enable technicians

Mobility
Easily scan barcodes of parts, access product manuals, turn-by-turn directions

Quickly view schedules, browse work orders, bookings and use GPS to navigate

Electronically complete works order with customers e-signing onsite

Remote Assist
Leverage senior technician talent to assist more junior technicians remotely via HoloLens & Remote Assist technology

Guides
Help technicians learn new skills faster, and provide technicians with step-by-step instructions on how to complete a task

Bots
Use bots to assist in quickly locating customer and product information (schematics, diagrams and more)

Grow with an adaptable platform illustration

Grow with an adaptable platform

  • Adapt Marketing to your needs
  • Easily integrate data and business processes
  • Direct integration with Microsoft Teams
  • Enhance journeys with custom channels and CDS APIs
  • Run business-unit-level marketing
  • Market globally while maintaining compliance

Unified Customer Relationship Management Services

Trust, consistency and a transperent processes are the essential ingredients to maining repeat customers and many SMB and Enterprise sized businesses are now increasingly moving workloads to the cloud to improve the way they work with collaboration tools, and recognise the need for truly integrated unified customer relationship management processes in order to keep customers happy.

Sales Management

One connected solution to accelerate sales - turning relationships into revenue

Customer Service Management

Provide consistent customer experiences with Dynamics 365 for Customer Service.

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