Drive Optimised Field Service Delivery

Field service companies can face major day-to-day challenges such as poorly planned routes, delays, miscommunication, lack of resources, incorrect staff for a particular service etc, and all of these directly affect excellence in customer service.

The author of this page: Prateek Desai
Prateek Desai, Practice Director - D365 Customer Engagement & Power Platform Jun 28, 2021

To streamline this process, Dynamics 365 Field Service combines a variety of tools to improve service delivery. As a stand-alone Dynamics 365 module, Dynamics 365 Field Service facilitates management (including calendars) and gives managers full access to check-in, check-out and technical data.

In this blog post, we’ll look at where Dynamics 365 Field Service sits in your business and touch on some of the biggest advantages the solution can bring to your field service operations.

Is your business facing these field service challenges?

Low productivity in field service is often due to factors that often escape the attention of management and generally stem from the issue of data silos and decentralisation of information. The most challenging areas of field service include:

  • Human Resource Management:
    Field service companies need highly specialised in-house technicians. In today’s job market, disruptions in human resources can cost a company dearly.

  • Poorly Defined Itineraries:
    Scheduling visits at close times to distant locations can hinder punctuality and even delay other tasks, compromising any attempts at optimising service delivery.

  • Resource Logistics:
    The success of a job can be hindered when specific equipment cannot be booked, such as cars and tools, as a result of mismanagement of resources.

What advantages does Dynamics 365 Field Service bring to service delivery?

All Dynamics 365 modules are supported by Microsoft cloud technology and are the choice for hundreds of companies in the field service business, with the Field Service module being the most obvious choice, designed especially for businesses with a field service component to their operations.

Dynamics 365 Field Service is simple to deploy and does not require complex customisations. In fact, as an out-of-the-box tool, it’s more a matter of configuration than personalisation.

In the case of Dynamics 365 Field Service, the focus is front office service delivery but it can also be easily combined with the ERP, back-office technologies offered in Microsoft Dynamics 365, like Business Central or Dynamics 365 Human Resources.

Following is a look at some of the specific advantages of Dynamics 365 Field Service:

Shift Optimisations
Dynamics 365 Field Service features a smart, responsive routing system that helps optimise travel and meet visit goals. It is an advanced, automated route engine that increases the number of services per agent per week, saving fuel and vehicle maintenance costs.

Technician Management
If repair or maintenance requires technician-specific skills, Dynamics 365 system recognises who has the skills necessary to perform a particular job and helps you to direct that person to the job.

Resource Logistics
Dynamics 365’s Field Service module enables you to allocate appropriate resources for your technicians to carry out jobs, greatly improving the first-time repair rate.

Unified Schedules
With a centralised, routing-connected scheduling system, Dynamics 365 Field Service enables you to schedule business hours that are right for your customers, assign tasks to the right service agents, and keep customers informed of their arrival times. All with real-time updates.

Real-time Insight for Customers
You can provide your service technicians with complete customer information and even enable collaboration between teams throughout the task, with a 360-degree view of customer priorities and records. The customer automatically receives text messages and calls to keep them informed about each stage of the service.

What makes Dynamics 365 Field Service different?
  • Field Service also offers 24/7 customer service to effectively reduce call volume and shift reliance to an internal knowledge base hosted and fuelled by Dynamics 365.

  • Preventative maintenance can also be managed by Dynamics 365 with automation tools, while integration with the call center ensures tickets that do not require escalation to field service are contained by the customer service module, avoiding unnecessary visits and preserving resources. This is only possible because the module works within a broader service platform.

Dynamics 365 Field Service is all about optimising your field service delivery with improved resource logistics, people management and scheduling control, among other advantages. All of this, of course, leading to improved customer satisfaction!

Storm Technology, one of the leading Gold Microsoft Partners in Ireland, is on hand with specialist consultants to drive best practice and transformation in your company with Dynamics 365 Field Service. Contact us now to learn more.

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