Microsoft Dynamics 365 Field Service_

Empower your engineers to fix problems faster while on the road, with efficient scheduling and management. 

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What is Dynamics 365 Field Service? 

Dynamics 365 Field Service is a powerful business application for the management of field service agents delivering support onsite to customers. It allows users to manage the end-to-end lifecycle of servicing customer assets from the sales process, right through to the assets’ end-of-life. 

It provides a comprehensive suite of tools and features that help businesses manage and coordinate field service technicians, work orders, equipment and customer interactions. This includes work order management, resource scheduling, mobile workforce management and asset management. 

By using the tools available, businesses can utilise their field service agents more efficiently while providing faster fixes. 

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We drive real results and keep our clients happy.

97.3 %

satisfaction rate

98.7 %

customer retention rate

76 %

SLA adherence

Why use Dynamics 365 Field Service? 

Dynamics 365 Field Service streamlines field service processes by automating tasks, reducing manual effort and optimising resource allocation. Businesses can ensure that field technicians are equipped with the right information and tools to complete their jobs efficiently and maximise productivity. 

It also helps you maintain strong customer relationships through real-time communication, automated notifications and personalised service. Agents can deliver a first-time fix and keep their customers updated about progress, allowing you to build trust and loyalty. 

Finally, Dynamics 365 Field Service provides a comprehensive view of their field service operations. With real-time data on work orders, resource utilisation and customer interactions, you can gain valuable insights into performance and identify areas for improvement. 

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With these under our belt, we’re more than qualified to deploy business applications for your organisation.

What are the benefits of Dynamics 365 Field Service? 

 

Be more productive: Complete more work orders and service visits through optimised scheduling 

Improved allocation: Increase first-time fix rates by ensuring an engineer with the right skill set is assigned to the job first time 

Proactive maintenance: Avoid operational downtime through automatically scheduled preventative maintenance visits 

Give real-time updates: Increase customer satisfaction by keeping them up to date on expected ETAs and associated costs 

Improve cross-selling: Maximise opportunities to cross-sell by providing engineers within the field access to information 

Enable effective execution: Empower field technicians with real-time access to information and communication 

Improved asset management: Track and manage equipment, ensure proper maintenance and optimise inventory 

Integration: Connect to other Dynamics 365 tools to provide a unified view of the customer journey, improve collaboration and deliver exceptional service experiences 

What Infinity Group do to deploy_

Through our years of expertise working with field service teams, we understand your sales to service lifecycle. This includes knowing the importance of reactive and proactive maintenance, and the impact each has on your wider productivity, scheduling and costs. 

We implement Dynamics 365 Field Service with a focus on driving value. We optimise the scheduling process and, where possible, introduce automation to alleviate the challenges associated with traditional manual scheduling. Our unique methodology supports you in the end-to-end implementation of your solution, delivering genuine transformation and maximising adoption. 

We also have expertise across the wider Microsoft technology stack, utilising cutting-edge innovation like Copilot and Agents to put information in the hands of Engineers where and when they need it, with AI power to help them work better, faster and more accurately. 

“Straight away I could see the differences it was going to make within our service desk, particularly with making sure we had more time with our customers.

Steven Shippey

Group Services Director

Field Service key features_

Work order management: Create, assign, track and complete work orders efficiently 

Schedule board: Access a fully interactive visual representation of engineers and scheduled work orders, updated in real time and automatically optimised

Real-time analytics and reporting: Gain valuable insights into field service operations, identify trends and make data-driven decisions 

Extensibility: Extend capabilities beyond the box with and easy to integrate platform based on Microsoft technology 

Dynamics 365 Field Service FAQs_

How do I enable field services in Dynamics 365?

Dynamics 365 Field Service is an app within the Dynamics 365 business applications suite. Once you have the required licencing to run Dynamics 365 Field service you will need to work with a partner to correctly set it up and configure it for you.  

There are lots of things to think about such as inspection templates, the mobile app, portal(s), integration with a finance system. All this needs careful planning to ensure you get the most from your investment in the licences – which a partner can help you with. 

How to upgrade Dynamics 365 Field Service?

If you are already using another field service management tool you will need to think about how you migrate any existing processes and data to Dynamics 365 Field Service, we can help you plan this transition based on the numerous similar projects we have run before so nothing gets forgotten.  

Training users on the new system and monitoring adoption post go-live are also key tasks to ensure you get the most from your investment. 

How to install Field Service in Dynamics 365?

Dynamics 365 Field Service is installed from the Dynamics 365 Admin Centre once you have the necessary licence. This is something you’ll want to get a Microsoft Partner (like us!) to help with to ensure it is configured correctly. 

How much does Dynamics 365 Field Service cost?

A Dynamics 365 Field Service licence starts from £71.60 per user per month, with plenty of scope to customise your platform to advanced functionality. If you already have other Dynamics 365 licences, you may be able to get the Field Service module at a reduced cost. 

Who can use Dynamics 365 Field Service?

Dynamics 365 Field Service can support a range of business roles including: 

Dynamics 365 Field Service is a versatile tool that can be used by a wide range of businesses that rely on field service operations. Here are some examples: 

  • Field service managers: Plan, schedule and coordinate field service activities. 
  • Field technicians: Access work orders, maps and customer information on mobile devices. 
  • Dispatchers: Assign work orders to technicians, track progress and coordinate resources. 
  • Customer service representatives: Manage customer inquiries, schedule service appointments and track the status of work orders. 
  • Asset managers: Track and manage equipment, ensure proper maintenance and optimise inventory. 

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