Microsoft Dynamics 365 for Field Service – easily manage remote staff

Microsoft Dynamics 365 for Field Service provides the complete management solution for your field sales and service teams and can drastically improve performance levels using it’s intelligent scheduling, enhanced transparency, remote asset monitoring and billing management.

Microsoft Dynamics 365 for Field Service enables you to manage your entire customer journey from end to end. Using the easy to use application, Managers can generate work orders, encompassing all of the information you need to dispatch field agents to service locations on time every time. The flexible drag-and-drop schedule board lets dispatchers assign resources and set up schedules for multiple work orders using a list or map view.

The Field Service application including the Connected Field Service System also includes a wealth of other benefits, you can also manage service locations, customer assets, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics. Our specialist Microsoft Dynamics Consultancy team can also set up Agreements to manage service contracts, ensuring your can provide regular planned maintenance services to your customers, and easily predict resource demand.

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Microsoft Dynamics 365 for Field Service

Equip your workforce

Seamless real-time communication and collaboration between customer service, dispatch, field service agents and your customers

Efficient scheduling

Optimise your service schedule with job routing, resource skill matching with the added ability to quickly reallocate resources

Reduce call out costs

Increase first time fix rates and delivery performance by only sending out the field service team as and when it’s necessary

Manage Resource

Efficiently match the best field agent to a work order based on availability, proximity and the required skills for the job

Service locations and customer assets

Store and manage information about your customers’ service locations and all the serviceable customer assets.

Preventative maintenance

Configure service agreements that will automatically generate recurring work orders to ensure equipment is always maintained

Inventory management

The inventory management system that tracks real-time inventory levels by warehouse and includes all mobile truck stock

Mobile Application

Give the field sales team quick and easy access to their schedules and work orders via the inclusive iOS and Android app

Easy to use Mobile Application

Microsoft Dynamics 365 for Field Service has an inclusive mobile application (available on iOS and Android devices). Engineers are helped to keep on time by being provided with most efficient route for the day, backed up with turn by turn directions. Once on-site, an Engineers has access to a complete 360-degree view of the customer via the App, where they can quickly see previous interactions, customer asset information and contact details. This ensures they are fully equipped to deliver the best service and able to add additional products and services whilst out in the field which can then be seamlessly billed by your back office staff once signed off remotely by the customer.

Connected Field Service

This year at Microsoft Inspire, Microsoft’s annual partner conference, Microsoft unveiled Connected Field Service, harnessing the power of Azure IoT (Internet of Things) to provide proactive remote monitoring where issues can be detected and resolved without human input. Connected Field Service connects sensors in remote devices with Microsoft Dynamics 365 enabling customers to implement efficient workflows for detecting, triaging and then fixing or scheduling the required resource to attend site. IoT monitoring can detect changes in measurements across a wide range of variable such as temperature, age or humidity and use them to predict component failures before they happen.

Artificial Intelligence

Using Microsoft’s AI engine, Microsoft Dynamics 365 for Field Service can also help you to optimise your resource usage, suggesting the best route for an engineer to take so they can get the most jobs done in a day, forecasting how much resource you will need based on demand and also monitoring customer feedback to identify issues so you can resolve them before they escalate. In addition to Connected Field Service, Microsoft have also released the Remote Assist package. Using HoloLens hardware, a remote engineer can call for help and have a head-up display with a hands-free call where they can collaborate with another engineer and receive help. The remote engineer can even annotate in the field engineer’s field of vision, highlighting key issues or fixes.

Implementing Microsoft Dynamics 365 for Field Service

We run each of our Microsoft Dynamics 365 for Field Service projects by adopting the Agile project management approach which is a rapid and flexible methodology that consists of robust planning, evolutionary development, efficient budgeting, prior delivery and ongoing improvement. We make it easy for our clients to sign off each part of the project by breaking the large delivery elements down in to short ‘sprint’ cycles.