Field Service provider companies face many challenges like managing complex day-to-day operations in multiple siloed systems. Not only is this laborious and confusing but also prone to errors. Owing to limited view into customer service history & approaching service appointments, field service technicians are unable to deliver outstanding customer service which eventually leads to lower success rates. Furthermore, customers, nowadays, expect that service providers should utilize the same advanced technology which they are using to scheduling appointments, routing invoices, communicating about where technicians are and more. Microsoft Dynamics 365 for Field Service is comprehensive field service management software that enables organizations to create customer service story that spans multiple channels, maximizes employees’ efficiency while exceeding customer expectations.

By delivering comprehensive functionality 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, Microsoft Dynamics 365 for Field Service enables organizations to manage large workforce while delivering products and services. D365 Field Service enables dispatchers see and manage the work assigned to their workforce while allowing field technicians to sell pictures and schedules either in a list view or a map view by hours, days, weeks or months.  

Key highlights of using Dynamics 365 for Field Service

Management of unexpected changes

How carefully a schedule is planned, last minute or unexpected changes can occur. With Dynamics 365 for Field Service, you can minimize these risks while maximizing operational efficiencies. D365 Field Service helps in organizing teams and equipment with flexible scheduling options to accommodate both customer service representative and dispatcher workflows. With D365 Field Service, organizations can easily visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching. Automated Scheduling in Dynamics 365 for Field Service enables organizations to match specialists with customer demand for specific skills, priority, location, and estimated appointment duration. 

Utilizing Graphical User Interfaces (GUI’s)

Dynamics 365 for Field Service allows team managers to have a calendar style view of technician’s day, jobs and skill set along with map view for both staff and call out locations. Moreover, team managers can create and schedule work orders directly from case, customer portal, email, or directly from CRM and dispatch technicians with the right skill sets and equipment while tracking them against SLAs, entitlements, revenue and related costs, and invoicing. 

Mobile Productivity

Dynamics 365 for Field Service provides real-time information to field technicians across all devices and platforms, with both online and offline modes, enabling them to view customer information and receive the guidance whenever they need. Improve work consistency & efficiency by linking work orders to customer and case history, service contracts, product configuration installations, parts information, and pricing.

Integrated Communications

Dynamics 365 for Field Service ensures collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders. With Office 365 tools like Skype for Business, D365 Field Service delivers an end-to-end customer-centric experience. Built-in communication tools enable organizations to provide customers with real-time technician location tracking through automated text messages and phone calls.

Inventory management

Dynamics 365 for Field Service offers real-time updates of inventory, enabling inventory managers to ensure that field technicians have what they need to complete their service calls. Inventory managers can track service stock more closely for fewer write-offs and create better forecasts.

The Bottom Line

By adopting field service automation, organizations can easily reap rewards. Automation software like Dynamics 365 for Field Service enables organizations to fill shifts in the event of unplanned absences. Furthermore, they can improve technicians’ efficiencies by providing crucial field service resources such as product manuals, technical support documentation, training, and related videos.