Microsoft Dynamics 365 for Field Services

Service agreeements

Schedule & dispatch

Operations

Technicians

Inventory management

Mobile

Customer-centric experience

Connected field service

Customers

 

62%

of global consumers have stopped doing business with a brand this year due to a single poor customer service experience

State of Customer Service Report, Microsoft, 2016

Service agreements

Service forecasting
Track warranties against assets, provide visibility into terms and expiration dates.

 

Accurate billing

Ensure that service and billing conform to warranty requirements. Classify assets and track location, repair history, and maintenance schedules.

 

SLA management

Manage terms, conditions, and automated renewals of contracts and Service Level Agreements.

 

Schedule & dispatch

Balanced workload

Identify and organize available resources by category to intelligently balance workloads
and resources.

 

The best technician

Match skill sets of the technician against
the requirements of the work order.

 

Optimized schedules

Decrease driving time between work by creating a schedule with geography, customer preference, availability, and SLAs in mind.

“Every time a service company rolls a truck it costs over $1,000. When you aren’t able to solve the problem on the first visit, you are flushing another thousand dollars down [the drain].”

 

“Having real-time visibility into critical operations help these organizations to make smarter decisions, have fewer issues with data integrity and quality, all in addition to realizing productivity gains.”

Mobile

On-time appointments

Ensure technicians are on time with best schedule and turn-by-turn driving directions.

 

Case history & instructions

Get 360 degree customer preferences and
history and follow step by step instructions
on how to complete the task at hand.

 

Work order completion

Allows the technician to take photos of the completed work, get customer sign-off, and
even collect payment.

 

Connected Field Service

 

Anomaly detection with IoT

Detect, troubleshoot, and resolve issues remotely before the customer knows of an issue and
dispatch a technician only when necessary.

 

Predictive maintenance

Repair, clean, or replace parts when needed instead of on a preventative maintenance schedule.

 

Work order completion

Automate work order creation when self-healing steps don’t resolve the problem. Automatically dispatch the best technician, with relevant details available on their device of choice.

“[Field Service Organizations] now want to create
a long tail of services that capitalizes on internet-enabled devices, involves intricate levels of services, and goes beyond fix-it-when-it's-down.”

 

Inventory Management


Write-off reduction

Accurately track service stock at mobile and fixed locations. Manage updates and stock history for any location including updating truck stock.

 

Remote inventory access

Provide mobile including offline access to inventory and parts information.

 

Parts’ management

Manage inventory information for part transactions
like requests, return material authorizations, stock adjustments or transfers.

50%

Organizations with a first-time fix rate of less than 50% struggle to drive customer satisfaction results.

2014 Service Transformation: The Business Case, SAP

 

Customer-centric Experience

360 degree view

Keep track of service activities, including appointments as well as self-scheduling with a customer portal and mobile app.

 

Outbound communications

Send automated voice and text messages reminders customers about upcoming appointments through Twilio API.

 

Technician visibility

Know when to expect service. Customers can see technician vehicle, photo, and real-time location while en route using an integration with Glympse.

90%

of global consumers expect a brand or organization to have an online self-service offering.

The State of Customer Service Report, 2016, Microsoft

Would you like to evaluate OntheGo365 Field Services for your company?  Contact us today

7-1 Jalan Radin Bagus 9

Seri Petallng
57000
Kuala Lumpur
Malaysia

 

TEL +603-9055 4843

Email: mlit@mlit.com.my

Headquarters