It is important for organizations that offer field-based services to their clients to keep a watchful eye on different aspects of field service including travel time, task assigned, completed jobs per day, etc to stay competitive. Whatever we would call it customer delight, customer experience, customer satisfaction, or anything else; it is essential for the growth and success of the business. Field Service Software helps to manage and coordinate the company’s resources (both human and nonhuman) that are en route, employed or operating in the field.
Microsoft Dynamics 365 for Field Service is an end-to-end solution that enables organizations to manage complex service agreements, track assets and inventory, manage service orders, quickly identify and dispatch resources, and gain the intelligence which is required to deliver predictive and preventive service and support. With D365 for Field Service, organizations can easily manage a large workforce while efficiently delivering products and services directly to customers’ location. With interactive schedule board, Dynamics 365 Field Service enables supervisors to see and manage work assigned to their workforce. Furthermore, all field technicians can see pictures and schedules either in a list view or a map view by hours, days, weeks or months. With Dynamics 365 for Field Service, organizations can automate and optimize the scheduling process to dispatch the right technician while maximizing the value of the resources.
Key Capabilities of Dynamics 365 for Field Service
Service Level Agreements:- With predictable service delivery and inventory management, organizations can easily improve customer satisfaction. Dynamics 365 for Field Service enables organizations to maintain the accuracy of service contracts, warranties, and installed products across customers, geographies, and locations. Improved visibility into accurate contract information enables accurate billing while helping teams to identify new sales opportunities.
Optimize Schedule & Dispatch:- D365 for Field Service enables organizations to schedule resources manually, with recommendations, or automatically. Organizations can easily identify available field service resources to create smart workload and resource balance. D365 Field Service, further, allows organizations to match skill sets of field technicians against the work requirements to make more precise appointment scheduling. The schedules can be re-optimized in real time when daily work gets added or removed from a schedule.
Mobile Productivity:- With native mobile applications, D365 for Field Service enables field technicians to gain visibility into customer information in real-time. This will eventually improve field processes and increase technician productivity. Work Order details including installed product configurations, parts information, pricing, and more can be linked to customer and case history to deliver guidance to mobile workers.
Connected Field Service:- Dynamics 365 for Field Service allows organizations to detect, troubleshoot, and resolve issues remotely with the Internet of Things-connected devices. Organizations can easily gain insights about the problem even before the customer become aware of that and can attempt to resolve it remotely before sending out a technician.
Customer Centric Communication:- D365 for Field Service delivers end-to-end customer-centric experience by keeping them informed about everything. D365 for Field Service enables customers to see upcoming service appointments and view completed and open cases through a customer portal. D365 for Field Service enables organizations to send the real-time location of field technicians to customers, along with arrival times, photo, and other relevant information. Organizations can automatically escalate customer feedback for follow up when needed with D365 for Field Service.
The Bottom Line
From automatic scheduling and work order creation, Microsoft Dynamics 365 for Field Service empowers your service teams while enabling you to have complete control over the service delivery. Real-time technician tracking and automated text appointment reminders will elevate your customer service experience while building customer loyalty.