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Field Service empowers companies to improve customersatisfaction, first time fix rates and resource productivity.Microsoft delivers advanced scheduling, resource optimisation and mobileenablement capabilities that set organisations apart by keeping thecustomer at the centre of the business. Field service, including advancedanalytics, machine learning and the Internet of Things’ capabilities, allowsorganisations to move from a costly break-fix model to a never-failservice model.Key Benefits“When we chose DynamicsCRM Online, the winningfactor was the FieldService and workforcemanagement capabilities.”Alvise VigilanteCEO, YOUGENIOCustomer FirstKeep the customer informed during every interaction ofthe service chain to increase brand loyalty and advocacy.Connected InteractionsProvide employees and technicians with 360 information,from any location to improve resource productivity andcustomer satisfaction.Empower OrganisationsImprove profitability by optimising schedules and useremote troubleshooting so a technician is dispatched onlywhen necessary.OverviewWe provide complete flexibility in how organisations choose to schedule their resources by offering manual,assisted and automated, optimised scheduling. In each of these workflows, we support schedulers with visualcues to simplify their work.We leverage inventory management capabilities that capture real-time information from deliveries andtechnicians to ensure that the right parts are always ready to go. On their way to and at the customerlocation, technicians use a mobile app to stay connected. Each technician updates their status usingstandardised options such as driving, in-progress work and completed work. The mobile app also providesstep-by-step instructions for the task at hand. The technician can snap photos of the completed work, getcustomer sign-off and even collect payment.

Key CapabilitiesSchedule and Dispatch OptimisationField Service provides the ability to managepeople and equipment with flexible schedulingoptions that accommodate both customerservice representative and dispatcherworkflows—including precise appointmentscheduling—and ensure the right resource withthe right experience is scheduled for the job. Identifies and organises available resourcesby several categories to intelligentlybalance workloads and resources. Matches skill sets of the technician againstthe requirements of the work order. Understands geography, availability,truck inventory, regulatory requirements,customer preferences and servicelevel agreement.A drag-and-drop schedule board allows dispatchers to assign resources and set upschedules for multiple work orders using a map or list view. Real-time visualisation andstatus indicators enable rapid and efficient reallocation in response to changes oremergency situations. Enables shorter SLAs and better SLA performance Scales to any size organisation Is configurable by end-users Supports multiple scheduling policies Manages employees, teams, contractors and assetsResource Scheduling OptimisationResource scheduling optimisation can schedule and dispatch resources without theaid of a dispatcher while still maintaining the flexibility necessary to respond appropriatelyand nimbly to changing requirements, new work orders with narrow Service LevelAgreement (SLA) windows or other circumstances. Fit in more appointments per day Prioritise highest value customers Minimise driving time Send a customer’s preferred technician 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.

End-to-End Customer Centric ExperienceCustomer satisfaction is a key driver for field serviceorganisations. Field Service puts customers at thecentre of all interactions by keeping them informed,making communication easy and ensuring theyhave positive interactions at every step within theservice chain.Highlights Customers can see upcoming serviceappointments and view completed andopen cases through a portal. Integration with Glympse keeps customersinformed of the technician's arrival time in realtime, and provides the technician’s photo andvehicle information. Customers automatically receive text messagesand phone calls to keep them informed at everystage of service.Service AgreementsField Service helps organisations improve customer satisfaction, with reliable service through predictableservice delivery and inventory management that features flexible service schedules that can be recurringif needed. It also maintains the accuracy of service contracts, warranties and installed products acrosscustomers, geographies and locations. When contract data is accurate and available, SLAs are met, customersare satisfied and all service revenue is accounted for. Enhanced visibility into accurate contract informationnot only drives faster, more accurate billing, it enables field service teams to identify new sales opportunitiesto drive additional revenue.Contract and SLA managementAssets and warranty management Manage terms and conditions Classify assets with barcodes or serial numbers Apply different billing rates for varioustypes of work and materials Track asset location, maintenance needs and repairhistory Automate escalations Track warranties against assets Provide field staff with visibility into terms andexpiration dates Ensure that service and billing conform to warrantystipulations 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.

Inventory ManagementInventory management lets you manage the updates,and stock history for any type of location—warehouses,depots or trucks. Real-time updates ensure that yourinventory is accurate, while replenishment and purchasingcan be done within the system or through the integrationof Microsoft Dynamics 365 for Operations. Truck stock ismanaged as part of the scheduling process, ensuringtechnicians have the right parts for every call.Highlights Improve first-time fix rates with accurate allocationof parts. Provide mobile access to inventory and partsinformation and management resources. Manage inventory information for any parttransaction: return material authorisations (RMAs),stock adjustment or stock transfer. Track service stock accurately at mobile and fixedlocations to reduce write-offs. Adjust inventory records automatically based onfield use or en route purchasing. Effectively forecast materials’ requirements. Take advantage of bulk and just-in-time ordering.MobileNo matter what device is used, organisations can leveragenative mobile applications to provide real-time and offlinedata and gain visibility into customer information toimprove field processes and increase technicianproductivity.Mobile workers are provided with a multi-day calendarof work order details that can be dynamically changed.Work orders are linked to customer and case history,installed product configurations, parts information,pricing and more. 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.

Remote administration with no-codecustomisationAs business changes, new customisations can becreated quickly and easily with no coding—andinstantly appear updated on all mobileplatforms. Organisations can centrally manageall users and devices (regardless of platform) andperform remote data wipe for lost or stolendevices.Highlights Automate service report creation andensure consistency. Easily capture all information for fullyupdated work orders. Maintain consistency of work performedwith step-by-step checklists. Complete or launch customersatisfaction surveys. Show technician’s routes and upcomingappointment types on map. Route technicians on the best route withturn-by-turn directions. Take photographs of various stages ofwork order completion. Access all relevant information regardingcase, customer information, equipment, pastissues and recommended steps for repair. Capture client signatures, generate invoicesand collect payment. 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.

Connected Field ServiceConnected Field Service enables a field service organisationto detect, troubleshoot and resolve issues remotely soa technician is dispatched only when necessary.In a traditional field service organisation, the customerhas a problem and calls to get it fixed. A technician isdispatched with the customer’s history and record of theconcern call only. Connected Field Service eliminates thecustomer concern by attempting to complete self-healingrepairs remotely before sending out a technician.Because Connected Field Service connects devices inthe field and harnesses the power of the Azure IoT Suite,organisations can know about problems and solve themat minimal cost before their customer even becomesaware of the issues. Proactive problem solving and remotetroubleshooting helps to improves customer satisfactionand resource productivity.Simple designField Service combines the powerof Field Service with Internet of Thingsconnected devices. This means that devicesreport anomalies that can then be resolvedbefore 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, itleverages a preconfigured Azure IoT RemoteMonitoring solution, Azure Logic Apps and APIConnector. 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.

Incremental path to implementation Basic:When an anomaly is detected, Field Service automatically creates a work order and dispatches atechnician to look into the issue. This level of Connected Field Service takes a proactive approach toimproving 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, self-healingcommand. If that command doesn’t work, then Field Service automatically creates a work order andschedules a technician. Organisations experience improved customer satisfaction levels and gain greaterproductivity 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. This attemptsto fix the device in as many ways as possible without requiring human intervention. This level maximisescustomer satisfaction and resource productivity because a technician is only dispatched when all otherpossibilities are exhausted.Connected Field Service for Preventative MaintenancePreventative maintenance is another important use case that fits into the proactive approach of ConnectedField Service. Organisations can benefit from “just-in-time” preventative maintenance rather than scheduledpreventative maintenance, because Connected Field Service can look at the actual consumption of a part andsend out alerts when the part needs to be changed or cleaned.Air filter replacement is one example. Typically, preventative maintenance on air filters is on a time-basedschedule, such as every six months. With Connected Field Service, the actual life of the air filter can beunderstood based on consumption. Filters in dustier places can be replaced on an “as needed” basisrather than according to a calendar schedule.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.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. 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.

Business IntelligenceOperational business intelligence enables fieldagents to deliver the best possible customerexperience with real-time visibility into KPIsand the ability to drill-down into the details.Leveraging insights gained from the multiplefacets of field service (agent performance,routing and scheduling, equipment failures andparts inventories) and including sales, marketingand supply chain data, organisations can usethese analytics to provide valuable real time,predictive and proactive information that canhelp drive continuous service qualityimprovements and revenue optimisation.Highlights Performance Management: track performance with interactive graphicalscorecards and dashboards. Self Service Reporting: out of the box reports and business user-friendlytools for easy custom reporting. Drill-Down Analysis: see detailed transaction level data to assess specific issues. Predictive Analysis: sophisticated predictive analysis, segmentationand recommendation algorithms. Visualisation: stunning graphic representations of real-time business insightsthat can be modified and expanded upon.For more information, please visit: vice 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS,IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real associationis intended or implied.