Dynamics Microsoft 365 forField ServiceFieldServiceEmpowerscompaniesto improve customer satisfaction,first time fix rates, and resource productivity.“When we chose Dynamics, the winningfactor was the Field Service and workforcemanagement capabilities.”Alvise VigilanteCEOMicrosoft delivers advanced scheduling, resourceoptimization and mobile enablement capabilitiesthat set organizations apart by keeping thecustomer at the center of the business. FieldService, including advanced analytics, machinelearning and the Internet of Things’ capabilities,allows field service organizations to move from acostly break-fix model to a never-fail service model.OverviewWe provide complete flexibility in how organizations choose to schedule their resources by offeringmanual, assisted, and automated, optimized scheduling. In each of these workflows, we supportschedulers with visual cues to simplify their work. We leverage inventory management capabilities thatcapture real-time information from deliveries and technicians to ensure that the right parts are alwaysready to go. On their way to and at the customer location, technicians use a mobile app to stayconnected. Each technician updates their status like driving, in-progress work, and completed work.Key BenefitsCUSTOMER FIRSTKeep the customer informed during everyinteraction of the service chain to increasebrand loyalty and advocacy.91% of consumers areloyal to brands who offerlow effort interactions.1CONNECTED INTERACTIONSProvide employees and technicians with 360⁰information, from any location to improve resourceproductivity and customer satisfaction.Only 4% of service orgscan solve a service inquiryusing a single application.2EMPOWER ORGANIZATIONSImprove profitability by optimizing schedulesand use remote troubleshooting so a technicianis dispatched only when necessary.77% of consumers aroundthe globe have a more favorableview of brands that offer proactivecustomer service notifications.31. Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB)2. Kate Leggett, The Mandate for Intelligent Customer Service, a commissioned study conducted by Forrester Consultingon behalf of Microsoft, December 20153. 2016 State of Global Customer Service Report
Key CapabilitiesCONTRACT MANAGEMENTField Service helps organizations improve customersatisfaction with reliable service through predictableservice delivery. Speed, flexibility, and organizationare all important factors in winning new business andrenewing existing contracts.The service agreement dictates how work orders andinvoices are created. Service agreements provideflexible billing options to your customers toaccommodate upfront billing, service appointmentbased billing, or recurring billing like quarterly,monthly, etc. Understand your billing and workorder requirements to forecast revenue and resourcedemand accurately.Contract Management provides you the ability toengage leads as soon as an opportunity is identified.This could be mean through a field techniciannoticing a competitive solution that could bedisplaced or an incoming phone call.Engaging with these leads and tracking servicerequirements are imperative to winning business.Quoting and contract management is simplified withservice templates. Leverage these templates duringrenewals to easily honor agreed upon pricing. Withnew customers, quickly and easily create quotes fromdiscounted price lists.SCHEDULE AND DISPATCH OPTIMIZATIONField Service provides the ability to manage peopleand equipment with flexible scheduling options.A drag-and-drop schedule board allows dispatchersto assign resources and setup schedules for multiplework orders using a Gannt, map or list views, whileresource scheduling optimization fully automatesscheduling.Highlights Identifies and organizes available resources bycategories to balance workloads and resources. Matches characteristics of technicians againstrequirements of work. Understands geography, availability, regulatoryrequirements, customer preference, and servicelevel agreement. Easily reallocate resources in response to changesor emergency situations. Multiple scheduling options from drag and dropto fully automated and optimized.
Resource scheduling optimizationAutomatically create an optimized, prioritizedschedule. Typically, to fit in the most appointmentsper day, an organization optimizes for distancebetween appointments.As daily work gets added or removed from aschedule, the schedule gets re-optimized to ensurethe field service organization is humming.Schedulers can lock certain appointments tofulfill a prior service promise made to customers,and ensures that personal time like breaks andlunch example, are not included in the shuffling ofthe schedule. Fit in more appointments per day. Prioritize highest value customers. Minimize driving time. Send a customer’s preferred technician.INVENTORY MANAGEMENTSynchronize inventory, set re-order points and track inventory down to the truck level helping drive efficiencyand productivity. Manage your inventory across locations, including warehouses, depots, and trucks. Inventoryis always accurate, so you can better track your service stock for fewer write-offs, and create better forecasts.Highlights Improve first-time fix rates with accurate allocationof parts. Provide mobile access of inventory and partsinformation to management resources. Manage inventory information for any parttransaction: return material authorizations (RMAs),stock adjustment, or stock transfer. Track service stock accurately at mobile andﬁxed locations to reduce write-offs. Adjust inventory records automatically basedon ﬁeld use or en route purchasing. Effectively forecast materials’ requirements. Take advantage of bulk and just-in-time ordering.
MOBILENo matter what device is used, organizations canleverage native mobile applications to provide realtime and offline data and gain visibility into customerinformation to improve field processes and increasetechnician productivity.Mobile workers are provided with a calendar of workorder details that can be dynamically updated. Workorders are linked to customer and case history,installed product configurations, parts information,pricing, and more.Highlights Access all relevant information like case,customer information and history, equipment,and recommended steps for repair. Easily update work orders to ensure accurateinformation. Maintain consistency of work performedwith step-by-step checklists. Capture client signatures, generate invoices. Take and store photographs of work. Route technicians on the best route with turnby-turn directions. Technicians update their status betweentraveling, working, on break, etc. to ensurevisibility for dispatch. Launch and complete satisfaction surveys.CONNECTED FIELD SERVICEConnected Field Service allows a field serviceorganization to detect, troubleshoot, and resolveissues remotely so a technician is dispatched onlywhen necessary.In a traditional field service organization, thecustomer has a problem and calls to get it fixed.Connected Field Service eliminates the customerconcern by attempting to complete self-healingrepairs remotely before sending out a technician.Connected Field Service for Preventative MaintenanceOrganizations can benefit from “just-in-time” preventative maintenance instead of scheduled preventativebecause Connected Field Service can look at the actual consumption of a part and send out alerts when thepart needs to be changed or cleaned.Because Connected Field Service ingests millions of messages from millions of devices, machine learningcapabilities allow Field Service to predict when a device needs attention and automate self-healing ormaintenance steps before any kind of problem even registers through Azure IoT.
Connected Field Service Incremental path to implementation Basic: When an anomaly is detected, Field Service automatically creates a work order and dispatches atechnician to consider the issue. This level of Connected Field Service takes a proactive approach toimprove customer satisfaction by decreasing overall downtime and making repairs before customersbecome aware of the problem. Advanced: When an anomaly is detected, Field Service asks the device to try to fix itself with a single, selfhealing command. If that command doesn’t work, then Field Service automatically creates a work orderand schedules a technician. Organizations experience improved customer satisfaction levels and gaingreater productivity because fewer technicians are dispatched when devices can self-heal. Expert: At this level, Field Service initiates a multi-step workflow when an anomaly is detected. Thisattempts to fix the device in as many ways possible without requiring human intervention. This levelmaximizes customer satisfaction and resource productivity because a technician is only dispatched whenall other possibilities are exhausted.Simple DesignField Service combines the power of Field Servicewith Internet of Things connected devices. Thismeans that devices report anomalies that can then beresolved before customers know there is a problem.Connected Field Service provides a simple toconfigure experience so either newly installed orexisting customer assets can be connected fromwithin Field Service. Behind the scenes, it leveragesa preconfigured Azure IoT Remote Monitoringsolution, Azure Logic Apps and API Connector.Highlights Decrease the number of repair appointmentsby sending fewer technicians onsite. Identify and fix problems before customersare aware with sensors sending alerts. Solve issues before failure with automaticallyinitiated, multi-layered troubleshooting. Identify underperforming productsby looking at aggregate device data. Perform “just-in-time” preventativemaintenance by understandingactual consumption.
CUSTOMER CENTRIC EXPERIENCEField Service puts customers at the center of allinteractions by keeping them informed, makingcommunication easy, and ensuring they havepositive interactions at every step.Highlights: Customers can see upcoming serviceappointments and view completed andopen cases through a portal. Integration with Glympse keeps customersinformed of actual arrival times of the technicianin real time and provides the technician’s photoand vehicle information. Customers can automatically receive textmessages and phone calls via Twillio API to keepthem informed at every stage of service.Dynamics 365With intelligent business applications acrossCRM and ERP, Microsoft Dynamics 365 givesyou choice. Start with just what you needand then add apps as your needs change.Built on an extensible platform with shareddata and digital intelligence, Dynamics 365helps your team make the most ofevery minute.Better Together Sales: Technicians can identify and create opportunities inthe field for sales teams. Project Service Automation: Use the same resource poolfor short or long term projects. Customer Service: Accept customer concern calls throughphone, email, social, or chat. Operations: Automate warehouse processes. Marketing: Technicians can update customer.information to deliver more personalized content.Ready to get going?Connect with Microsoft Dynamics 365 for Field ServiceSign up for a free trial of Microsoft Dynamics 365 and use ourintelligent field service solution free for 30 days. Discover what Dynamics 365 can do for you.Try nowFor more information, please visit: vice 2017 Microsoft Corporation. All rights reserved.This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THEINFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real association is intended or inferred.