Dynamics
365 Field Service
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Transform
your service operations and improve customer experiences with generative AI,
the Internet of Things (IoT), and mixed reality.
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Offer
self-service scheduling, automate customer communication, and provide
post-engagement surveys to improve customer satisfaction.
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Maximize
frontline worker productivity with AI-driven assistance, a redesigned mobile
app, and remote expert support in the flow of work.
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Streamline
work order management and seamlessly track performance metrics using AI-driven
tools to increase first-time fix rates.
The
Dynamics 365 Field Service business application helps organizations deliver
onsite service to customer locations. The application combines workflow
automation, scheduling algorithms, and mobility to set up mobile workers for
success when they're onsite with customers fixing issues.
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The
Field Service application enables you to:
·
Improve
first-time fix rate
·
Complete
more service calls per technician per week
·
Manage
follow-up work and take advantage of upsell and cross sell opportunities
·
Reduce
travel time, mileage, and vehicle wear and tear
·
Organize
and track resolution of customer issues
·
Communicate
an accurate arrival time to customers
·
Provide
accurate account and equipment history to the field technician
·
Keep
customers updated with the status of their service call and when it's resolved
·
Schedule
onsite visits when it's convenient for the customer
·
Avoid
equipment downtime through preventative maintenance
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Examples
of organizations that use the application to manage their field service scenarios:
·
Manufacturing - A medical device manufacturer
sells machines to hospitals and clinics, and uses the application to manage
maintenance services over the lifetime of the machines.
·
Utilities - A fiber optic cable utility
company uses the application to respond to outages by dispatching technicians
to problem areas.
·
Health care - An in-home health care service
provider uses the application to schedule and dispatch healthcare workers to
administer medicine and other care to multiple patients.
·
Equipment maintenance - A facilities manager uses the
application to deliver maintenance and repair services for heating and cooling
equipment.
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Key
capabilities:
·
Work
orders to define the service work needed primarily (but not exclusively)
at customer locations.
·
Scheduling
and dispatch tools to manage resources and equipment needed for customer
service, visualize onsite appointments, and optimize service schedules with
efficient routing and resource skill matching.
·
Communication
tools to enhance collaboration between customer service agents,
dispatchers, field technicians, customers, and other stakeholders.
·
An
easy-to-use mobile application that guides technicians through schedule
changes and service work.
·
Asset
management capabilities to keep track of customer equipment and service
history.
·
Preventive
maintenance by automatically generating recurring maintenance appointments
for equipment.
·
Inventory,
purchasing, and returns capabilities to manage truck stock, purchase order
requests and fulfillment, and product returns.
·
Billing
capabilities to generate invoices based on products and services delivered
to customers.
·
Time
tracking to help you track how resources are spending their time, whether
they're traveling, on break, or working.
·
Analytics
for reporting on key performance indicators for managing work orders, scheduling
activities, and interacting with customers.
·
Field
Service roles
·
The
Field Service application provides tools for these key roles on your service
team:
·
Customer
service agents triage incoming requests and determine when to create work
orders for onsite visits. Agents primarily use the application through a web
browser.
·
Service
managers track performance metrics and oversee service delivery, finding
ways to increase efficiency and standardize processes. Service managers
primarily use the application through a web browser.
·
Dispatchers review
and schedule work orders, and assign them to resources on the schedule board
through resource availability searches, and through the fully automated
Resource Scheduling Optimization Add-in for Dynamics 365 Field Service.
Dispatchers primarily use the application through a web browser.
·
Field
technicians manage their assigned work orders using the mobile app on a
phone or tablet, and perform maintenance and repairs onsite at customer
locations.
·
Inventory
managers ensure field technicians have what they need to complete their
service calls. Inventory managers also handle product returns and purchase new
inventory. Inventory managers primarily use the application through a web
browser.
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