Undoubtedly, managing field service is a serious challenge as it requires multiple levels of coordination. Managing the schedules and deployment of hundreds of technicians while tracking thousands of parts are things that analog methods can no longer keep up with. Meeting customer expectations and harmonizing the work of field technicians with office processes while achieving profitability is something which every organization aims at. For this, organizations need field service automation software that not only improves business efficiency but also decreases costs. Microsoft Dynamics 365 for Field Service is comprehensive field service management software that injects new life into your Field Service operations. With core capabilities 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 provides everything you need to deliver consistent service experience.
Microsoft Dynamics 365 for Field Service is comprehensive field service management software that injects new life into your Field Service operations.
Designed for organizations that deliver onsite service to customer locations, Dynamics 365 Field Service offers combined workflow automation, scheduling algorithms, and mobility to set mobile workers up for success when they’re onsite with customers fixing issues. With D365 for Field Service, you can create a customer service story that spans multiple channels, maximizes your employees’ efficiency, and exceeds customer expectations. Core capabilities of Dynamics 365 Field Service are listed below.
Optimized Scheduling – Dynamics 365 for Field Service enables you to organize field service teams and equipment with flexible scheduling options. With D365 Field Service, you can accommodate both customer service representative and dispatcher workflows. You can identify and organize available field service resources by category to create a smarter workload and resource balance. Dynamics 365 Field Service enables you to match skill sets of field technicians against the work requirements. You can allocate task to technicians by taking geography, availability, truck inventory, regulatory requirements, customer preferences, and service level agreements into account.
Contract management – Dynamics 365 Field Service delivers more visibility into contract information, enabling field service teams to identify new sales opportunities to drive additional revenue. Organizations can easily manage recurring service appointments with flexible billing options. D365 Field Service maintains the accuracy of service contracts, warranties, and installed products across customers, geographies, and locations.
Service Agreements – Dynamics 365 Field Service ensures that service and billing conform to warranty requirements. You can classify assets and track location, repair history, and maintenance schedules. By managing terms, conditions, and automated renewals of contracts and Service Level Agreements, you can improve customer satisfaction level.
Inventory Management – Drive efficiency and productivity by synchronizing and tracking inventory to the truck level. With D365 Field Service, manage your inventory across locations, including warehouses, depots, and trucks to ensure fewer write-offs, and also create better forecasts. Also, manage inventory information for any part transaction: return material authorizations (RMAs), stock adjustment, or stock transfer. Adjust inventory records automatically based on ﬁeld use or en route purchasing.
Mobility – With native mobile applications, you can gain real time visibility into customer information to improve field processes and increase technician productivity. You can dynamically update work order details. Furthermore, with work orders linked to customer and case history, enable technicians to have better information about the customer to deliver personalized experiences.
Connected Field Service – With Dynamics 365 Field Service, you can detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary. Connected Field Service eliminates the customer concern by attempting to complete self-healing repairs remotely before sending out a technician.
Customer Centric Experience – By keeping customers informed, making communication easy, and ensuring they have positive interactions at every step, you can improve customer engagement. Customers can see upcoming service appointments and view completed and open cases