Microsoft Dynamics 365 Field Service

Here’s the thing: after the contract is signed, your customer service is the primary face to your customers. It represents your company on site and strengthens customer loyalty with every case – and can even turn a disaster into a real highlight.

First of all, your customer service should be perfectly equipped and supported with all means and tools. Lastly, good assignment preparation ensures motivation, reliability, and competence. Furthermore, digital tools can not only facilitate interaction with your customers and their products and machines but even prevent some support calls through predictive maintenance.

Let your field service shine on site with Microsoft Dynamics 365 Field Service

If your after-sales service staff start the day well prepared and have the relevant customer information, spare parts, and tools available for every job, they can ensure satisfied customers in most service calls.

And if they have direct access to experts in complicated cases, further appointments will rarely be necessary.

With Microsoft Dynamics 365 Field Service you organize and motivate your field service staff for the best possible service to your customers. In addition to route planning, deployment planning also includes the assignment of knowledgeable field service employees to the respective case. Also, the vehicles can be managed like mobile warehouses and stocked with the necessary tools and spare parts.

For example, digital supply chain management increases transparency both in global intercompany supply chains and in the entire network with external suppliers and system partners. Last but not least, you ensure greater reliability of your products with predictive maintenance scenarios and the integration of digital technologies such as the Internet of Things.

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Microsoft Dynamics 365 Field Service Highlights

360° view

All tours, customer and contract data at a glance. 360° view of tours, customer, and contract data ensure individual customer support on site and allow flexible adjustments of tours in case of e.g. appointment cancellations.

Extensive customer interaction

Communicate via common communication channels including appointment information, tour tracking, and satisfaction surveys.

Integration of digital technologies

Use Microsoft Power Apps, Teams, and HoloLens for configurable customer service apps and remote support.

Comprehensive customer service deployment planning

All at a glance: competence-based route optimization as well as dispatching and stocking of vehicles used by service staff.

Data Analytics, Predictive Maintenance and Internet of Things (IoT)

Prevention and improvement of product and service quality.

FAQ

The most important facts about Microsoft Dynamics 365 Field Service

Microsoft Dynamics 365 Field Service is a cloud-based service management solution. It includes on-site customer service control and also forms the basis for predictive maintenance with digital technologies such as the Internet of Things. In this way, it enables you to continuously optimize your service processes and performance.

Microsoft Dynamics 365 Field Service includes the planning and control of your on-site customer service. With the help of integrated deployment planning based on competency profiles and route planning, upcoming customer service appointments are assigned to the appropriate customer service specialist. In addition, field service vehicles are equipped with the necessary tools and spare parts and managed like mobile warehouses. To prepare for the assignment, field service employees receive a digital route plan and comprehensive information about the service case; customers are informed interactively about the next step. The full integration of digital communication channels such as Microsoft Teams, the HoloLens, and other digital technologies enable remote services as well as comprehensive predictive maintenance scenarios.

Microsoft Dynamics 365 Field Service expands customer service to include field service and, together with Microsoft Dynamics 365 Customer Service, can be used by companies from the service sector or mechanical and plant engineering, for example. While both solutions aim to improve customer engagement and resolve issues effectively, Customer Service focuses on managing customer inquiries and complaints. Field Service, on the other hand, specializes in the management of service orders and processes. This includes physical support of products and equipment, from installations and inspections to maintenance and unplanned repairs. As a result, Microsoft Dynamics 365 Field Service helps improve the performance of your products and minimize downtime.

Satisfied customers

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A look into the system

We will be happy to support you in choosing your solution! In our non-binding live demo, we will show you the environment and answer your questions.

  • Integration in your Microsoft Dynamics 365 environment
  • Tour planning
  • Analytics and smart Apps
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