What can your company do to make customers happier and differentiate itself in the market? Dynamics 365 for Field Service has the answer to that question!
This is a question that doesn’t leave the minds of many managers, because we live in a time where the customer experience goes far beyond the delivery of a product or service.
It is linked to the feeling of well-being that you can bring to this customer, making them want to stay in contact with your company.
After all, no one can attract new business with a negative review.
What is Dynamics 365 for Field Service?
One of the sectors that needs the most attention when we talk about customer service is the field service sector.
This service provision sector faces several challenges such as problems in documentation, scheduling, service monitoring, efficiency in time management and logistics.
Dynamics 365 for Field Service was created from this perspective and seeks to solve the problems mentioned above.
This Customer engagement module guarantees the prioritization of customer satisfaction and the quality and efficiency of the essential services provided.
The App combines workflow automation, scheduling algorithms and mobility to configure and manage remote workers so that they can successfully perform requested technical services when they are on site with customers.
How do you know if Dynamics 365 for Field Service is for you?
Dynamics 365 for Field Service can help you in different niches and facets of the field service area.
For example, if your company is part of the industrial sector and manufactures some type of machine and needs an app to help you manage maintenance services, field service is for you!
Your company is in the telecommunications business providing integrated solutions in communication services (fiber optics) to the corporate and residential market, and you need to send technicians to carry out installations and correct problems, the service is for you!
Does your company work in the healthcare sector providing home services and do you need a control App to manage, schedule and send employees to provide care to your various patients? Field service is also for you!
Remembering that these are just a few examples, and that the module can be applied to any sector.
Field Service Benefits!
In general, with it you can improve the management of your employees, equipment, schedules and routes.
- It provides you with an optimization in your management and monitoring, improving the correction rate.
- It helps you reduce the time spent commuting, mileage and consequently the wear and tear on your vehicle.
- It gives you access to a detailed history of accounts and equipment, making the field technician’s life easier.
- Warnings about preventive maintenance avoiding equipment downtime, among many others.
Features available in Dynamics 365 for Field Service
Dynamics 365 for Field Service is a very intuitive app, it has a timeline to help you track work orders in real time and see what status that order is in.
Some of the features available in the tool are:
Service orders that define the type of service requested and the journey of all service provision, whether remote or at the customer’s company/home.
The Mobile App is another incredible, user-friendly field service feature to guide technicians with their service jobs and schedule.
Asset management so you have control of the customer’s equipment and service history.
How to use Dynamics 365 for Field Service
As previously stated, the application has a simple and easy-to-use interface, and is very intuitive to use.
Service orders provide the description of the work that the technician will need to perform at the customer’s company or home.
In principle, the service order lifecycle occurs with the customer’s request, and this request can come through different channels.
Some of them are: telephone, chat, email, service incidents, sales orders, service contracts, web portals or Internet of Things (IoT).
The orders will then be displayed in the Service field and are generally associated according to their region and lines of business.
Each work order has a type of checklist of tasks that must be performed, material that will be used, labor to be charged, necessary skills, location and equipment that require attention.
This list is important so that the technician is properly guided on how to proceed to carry out his work.
Finally, once the work order is ready for assignment, it is forwarded to the issuer for scheduling.
Conclusion
In short, Dynamics 365 for Field Service is a valuable tool for companies that provide field service.
In addition to the resources mentioned here, there are many others and in the second half of 2022, Microsoft announced new updates for the tool, such as insights and proactive service delivery.
Would you like to know more about this tool? Take a free trial of Dynamics 365 for Field Service or, if you prefer, contact one of our consultants.
