Field Services foraying into the World of Digital

MS Dynamics field serviceWith customer becoming the center of every business transaction in today’s digitized word, it is important to adopt applications that enable effective customer retention and engagement. Therefore, enterprises are going all out to equip themselves with technology that facilitates faster processes and meets customer needs efficiently, without compromising on quality. It is in this context that field service management is seen as an area that offers tremendous scope for digital redefinition and is up for significant overhaul. The capabilities of Microsoft Dynamics are useful for enterprises in the delivery of remarkable field service – they work efficiently towards increasing customer satisfaction, concurrently lowering costs.

Empowered to deliver both predictive and proactive services, MS Dynamics for field service automation is a software-as-a-service (SaaS) model that works to enhance customer engagement. Let us now take a look at some of the features that MS Dynamics offers in the sphere of field services

Optimized scheduling capabilities 

Capable of leveraging several functionalities simultaneously, MS Dynamics is purpose-driven, resourceful, intuitive and adaptable. It is inherently equipped with the ability to find and appoint resources with absolute flexibility. Several modes of scheduling including manual, assisted, automated, and optimized scheduling are available. As a result of the flexibility that it offers, resources can be mapped on the basis of skill sets of technicians with customer requirements.

Also, with specific mapping, it is much easier to create schedules that work in favor of customer preferences and technician availability. This helps in saving ample of amount of travel time as resources are also mapped based on regional and geographic factors.  Visual cues like appointments, maps with driving routes, and color coded work types are some of the most remarkable functionalities that aid in optimized scheduling. These also facilitate in identifying gaps and scheduling resources suitably.

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Customer engagement and communication

With a customer-centric approach, MS Dynamics has an intuitive interface that provides step-by-step instructions on how to complete a given task. Well-equipped with features that enable communication with customers at every stage of service delivery, Dynamics 365 makes the customer part of the interactive process and therefore, thoroughly engaged. Through voice, text, and online portals, customers can be part of the entire process and get real-time updates. With customers at the center of every interaction, feedback is also automated and escalated with consistent follow-up.

Efficient contract management 

Maintaining accurate service contracts is a fairly simple task with MS Dynamics. With increased visibility into the core of the management software, information is more easily accessible and this helps in precise billing. With MS Dynamics, field service teams can identify new sales opportunities to drive additional revenue. By using recurring service templates to pull in work schedules and pricing to simplify the quoting process, costs can be significantly lowered. Additionally, flexible billing options allow for managing various service appointments.

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Competent inventory management 

Being the intelligent business application that it is, MS Dynamics for field service comes with a range of inventory management functionalities. It helps expedite basic inventory tasks while also laying the ground for performing complex functionalities. It is equipped with features that enable a quick search for items through parameters such as SKUs, manufacturer’s part number, categories, or product attributes. Designed to assist in forecasting, it efficiently performs tasks within the realm of sales forecasting and accurately predicts future sales to avoid inventory shortage. Additionally, MS Dynamics lets users set up automated reordering based on pre-determined stock levels. This enables efficient tracking through real-time updates, ensuring that your inventory is accurate. Consequently, first-time fix rates are also improved.

Increased mobile productivity 

Owing to increased compatibility across several platforms, native mobile applications can be operated real-time as well as with offline data. Technicians are therefore well-equipped to view and track customer information cross-platform. This way, they can link work orders to customer history with details on pricing as well. Additionally, a step-by-step guide to perform tasks is offered to technicians using Microsoft Dynamics, thereby enabling increased productivity.

Improved services by enabling better connectivity 

By scheduling on-field service on the basis of what a request demands, Microsoft Dynamics ensures cost-efficiency by dispatching technicians only when needed. With IoT connected devices, it becomes easier to configure and connect both new and existing customer assets. By incorporating the best use of field service software, Microsoft Dynamics zeroes in on under-performing products by making sense of aggregate device data. Identifying actual consumption helps in conducting timely preventative maintenance.

As customers are introduced to new aspects of technology, they tend to become more aware and their expectations also increase. This means enterprises need to seek efficient ways to deliver fast, efficient solutions through a mobile workforce in order to stay competitive. MS Dynamics has a clear cutting edge to deliver this, and more for companies into field services. 


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Author : Saranya Balachandran Date : 08 Aug 2017