SIMPLIFIED PROCESSES

Less paperwork, simplified coordination, improved commu-nication with technicians and customers are some results of process optimization. You also save both money and time with mobile apps and Connected Field Service.

PRODUCTIVE SERVICE

Comprehensive information about customers and their service history and equipped with the right tools and parts, your technicians will be able to work more efficiently on-site, significantly improving your first-time fix rate.

SATISFIED CUSTOMERS

Customers demand and depend upon reliability from their service providers. Better planning, fewer on-site-service visits and fewer interruptions of operations improve the service experience enormously and boost satisfaction.

YOUR BENEFITS

Dynamics 365 Field Service is rightfully called revolutionary. Besides optimizing your existing processes, connecting the app to IoT also allows you to fix problems before the customers detects them. Unanticipated costly interruptions of operations are thus a things of the past. For help with implementation turn to proMX and benefit from the experience of a renowned Dynamics Partner to make your service organization profitable.

Microsoft Dynamics 365 Field Service includes:

Informative work orders

A work order informs about the nature of the work that needs to be done, so resources and activities can be coordinated accordingly. It contains information such as status, estimated completion time, priority level and customer details. Additionally, a work order can be allocated to an incident type, like an installation or a repair job. Categorized like this, technicians can access further materials like knowledge articles.

Intuitive resource management

The Schedule Board and the corresponding map enable dispatchers to schedule resources in the most logical way. All current jobs, their status as well as the field service agents’ timetables are displayed. Dispatchers can simply assign jobs by dragging a pin from the map and dropping it on a resource’s timetable. Unforeseen absences of employees can easily be reassigned to available resources, too.

Automated Scheduling

Urgent tasks are scheduled and assigned to the best and most available resource automatically. For example, if the connected IoT sensors of an asset on customer site trigger an alert, the system generates a new work order. This, in turn, is assigned to a free employee with the needed qualifications. Furthermore, Dynamics 365 Field Service includes a set of automated capabilities to optimize resource scheduling.

Asset tracking

Field service work often involves the installation or repair of assets on customer site. Dynamics 365 Field Service lets you record any asset’s history, e.g., when was it installed, when repaired. You can also see where exactly an item is in place, meaning the level or room number of the building in addition to its address. Inventory stored in warehouses or cars can also be tracked to make sure stock is reordered timely and distributed to the service cars as needed.

Simplified Invoicing

For every work order all available details are neatly recorded. Project managers can check which products were used, how many hours of work and which travel expenses are charged. When a job is finished, and the customer is satisfied, its status can be changed to trigger the creation of an invoice.

Mobile App

The Dynamics 365 Field Service Mobile App supports technicians before, during and after their jobs. Details about the customer, the asset in question and the task help them to prepare. During the job the technician can consult check lists and 3D-models or add images, videos or text to a timeline to document their doings. After completion, customers can sign digitally, and job reports can be generated. It is even possible to note in the app, if a competitor was on the job site. The mobile app is available online and offline.

FIELD SERVICE REVOLUTION

 

IN-DEPTH PLANNING

To keep field service costs low and to achieve maximum efficiency, good planning is critical. Get support in this effort and use automatic scheduling, which takes skills, starting location and optimal capacity of your technicians into account. Or plan assignments in an interactive view via drag-and-drop. Use integrated inventory management which tracks tools and parts in warehouses or vehicles in real time to guarantee that your technicians are equipped with everything they need on-site.

WELL-INFORMED SERVICE PROFESSIONALS

Technicians cannot be expected to be familiar with every situation or a customer’s complete service history. Especially, when they are on-site for the first time. Dynamics 365 Field Service mobile apps allow them to access all information, even when they are on the road: order details, routes and directions. This enables dispatchers and service technicians to stay in touch throughout the appointment to clarify any issues or confer.

AN ALL-AROUND INSPIRING CUSTOMER EXPERIENCE

The service your customers will experience with Dynamics 365 Field Service is not possible with any other solution.  A service portal where work orders can be submitted and service activity scheduled is user-friendly and lets customers plan with greater flexibility. Once a date has been agreed upon, voice and text messages can be sent to remind customers of the impending visit by a technician, whose route can also be tracked live. This provides customers with plenty of information and reassures them. Now nothing can get in the way of a successful job.

FROM REACTIVE TO PROACTIVE SERVICE

What is better than managing work orders as efficiently as possible? Not being confronted with them in the first place! Use the possibilities of Connected Field Service: Connect assets and devices with IoT tools to monitor and maintain them remotely. Leave old-fashioned service plans behind and switch to a prognosticated just-in-time maintenance model, where action is only taken when needed and costs are reduced.

Truly get to know the app during a live demonstration. In a free webinar, one of our experts will guide you through the process step by step.

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FREQUENTLY ASKED QUESTIONS

Microsoft Dynamics 365 Field Service offers both field service and project management employees a wide range of uses. Below we answered some of the most frequently asked questions to help you understand the solution even better. Of course, we are happy to help you with any further inquiries you might have.

Can Dynamics 365 Field Service be integrated with Power BI?

Yessince all Dynamics 365 products are based on a common data platforany Microsoft solution, including Power BI, and even some compatible third-party applications can be integrated seamlessly. 

What is the price of Dynamics 365 Field Service?

The pricing depends on the company’s existing licensing for Dynamics 365 as well as on the number and kind of licenses needed. 

Can you see and analyze data in real-time in the app?

Yes, project managers, for example, can track inventory such as spare parts, tools, and other assets as well as resources and their assigned jobs in real-time.  

Is there a mobile version of Dynamics 365 Field Service?

Yes, the mobile app is included in the Dynamics 365 Field Service license. It is available for smartphones and tablets with iOS as well as Android. Presently, the app stores still contain two field service apps from Microsoft. But Microsoft no longer supports or updates the so-called resco app and will discontinue it in July 2022. Learn more here. 

Is it possible to combine Dynamics 365 Field Service and Dynamics 365 Customer Voice to conduct surveys?

Yes, for example, you can send surveys with Dynamics 365 Customer Voice after field service calls to gather immediate feedback from customers.  

Does the solution enable resolving issues of customers remotely?

Yes, using Internet of Things (IoT) sensors, you can detect and sometimes even resolve issues remotely before they become a real problem. Furthermore, the video chat function allows service agents to instruct clientto fix minor issues themselves 

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