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.