Dynamics 365 for Field Service is a field service solution application designed by Microsoft. It is an end to end Customer Relationship Management (CRM) tool that enables users to oversee the process of carrying out field-based jobs from start to finish. It empowers companies to improve customer satisfaction, and efficiency by offering advanced scheduling, resource optimization and mobile compatibility, all of which help to keep the customer at the heart of the business.
Who uses Dynamics 365 for Field Service?
Dynamics 365 for Field Service will benefit any service based organization that focuses on the delivery of on-site installations and repairs. The aim for these companies is to enhance the productivity of field-based teams all whilst improving the satisfaction of customers.
Some example use-cases may include:
Utility companies – electric companies can be notified immediately to power outages and respond accordingly.
Healthcare – Health Service providers who operate on home visits can schedule visits in order to administer medicines at the appropriate times.
Equipment maintenance – Field Service can monitor the health of machinery from afar, so any expensive machinery which involves lifetime maintenance as part of the service can be monitored.
Dynamics 365 Field Service benefits
Improve customer service experience – ease customer user experience by offering self-booking, and tracking of activities. Customers can also view scheduling information such as live technician location, along with automated text or voice appointment reminders. Microsoft Forms Pro is integrated. It also offers surveys after completed jobs so that companies can be made aware of any areas where improvements can be made.
Improve logistics – utilize the Dynamics 365 for Field Service scheduling board so that appointments will always be on time, and technicians will be briefed about their customer’s history and preferences to ensure the best tailored service.
Increase efficiency – an alert system and predictive technology can notify technicians from afar to any faults in equipment, of which can be dealt with directly on the application before customers realize there is anything wrong. Predictive technology can also forecast repairs and maintenance as and when customers need it, as opposed to scheduled maintenance, where there could be nothing wrong and time and money could be wasted.
Dynamics 365 resource scheduling – automated scheduling utilizes all available time as efficiently as possible by fitting in more appointments per day. This works by matching specific customer desires – such as appointment duration, location and skill requirements with the technicians who best fit this demand.
Dynamics 365 Field Service Mobile – users can download the Dynamics 365 Field Service app which provides technicians with everything they need to know for a job. This includes things like customer location and time. It is synced directly with the Field Service server so that updates and changes can be received anywhere, at any time provided there is an internet connection.
Dynamics 365 Field Service Licensing
Dynamics 365 Field Service Pricing is accessed with a monthly subscription that comes as a part of the Dynamics 365 Customer Engagement plan. This option is recommended over a standalone subscription as it includes all of Dynamics 365 customer service related apps, making it a smarter choice when it comes to value for money.