Improving customer satisfaction, enhancing worker productivity, and promoting efficiency.

Dynamics 365 Field Service, one of the Dynamics 365 Customer Engagement solutions, provides a comprehensive set of features and tools to optimize field service processes. Which includes work order management, quick resource allocation, field technician support, Data correction from IoT devices, and enhance customer satisfaction.

This solution is ideal for companies primarily focused on providing field service operations, such as equipment repairs, installations, maintenance, or inspections. Or industries like HVAC, utilities, telecommunications, manufacturing, healthcare, and facilities management would benefit from this solution.

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Reasons to consider Dynamics 365 Field Service

Work Order Management
Dynamics 365 Field Service allows you to create, schedule, and manage work orders for field service activities, including inspections, repairs, and installations.

Resource Scheduling Optimization
This feature helps businesses optimize their resource allocation by automating the scheduling of work orders based on factors such as technician availability, skills, and location.

Mobile Access
Technicians can access work orders, customer information, and inventory levels from their mobile devices, which improves their productivity and enables them to complete jobs more quickly.

Inventory Management
Dynamics 365 Field Service allows businesses to manage their inventory levels in real-time, ensuring that technicians have the parts and equipment they need to complete their jobs.

Customer Communication
Dynamics 365 Field Service enables businesses to communicate with their customers via email or text message, providing updates on the status of their service requests and scheduling information.

Benefits of Implementing
Dynamics 365 Field Service

  • IoT Alert AI Suggestions

    This feature can tag incoming IoT alerts with a suggested priority and incident type by learning from previous service history.
  • Better business decision-making through advanced analytics

    It is possible to extract data from multiple aspects and analyze it in a comprehensive way. By using Microsoft Power BI, you can always synchronize with the latest data, create easy-to-read dashboards, and visualize various management data.
  • Seamless integration and expansion

    Dynamics 365 Customer Engagement has a flexible extensibility that allows you to add and integrate other Dynamics 365 applications such as ERP or CRM to meet your changing business needs or company growth.

    In addition, using Microsoft Power Platform tools such as Power Apps, Power Automate, Power BI, Power Virtual Agent, and Power Page, along with Dataverse (Common Data Service), you can further enhance and extend Dynamics 365 solutions for greater usability.

    Because it is a cloud-based solution, you can always use the latest version and build applications that are optimal for your business processes by utilizing accumulated data.

  • Microsoft's trusted security

    Dynamics 365 Customer Engagement is designed to comply with Microsoft’s high security standards and incorporates the latest security features to protect confidential information. It also meets regulatory requirements related to compliance, ensuring high reliability.

Recommended for

  • Field service managers

    Field service managers can benefit from Dynamics 365 Field Service by gaining better visibility and control over field service operations. They can optimize resource allocation, track technician performance, and ensure timely service delivery.
  • Field technicians

    Field technicians benefit from Dynamics 365 Field Service as it provides them with mobile access to work orders, customer information, and inventory levels. They can receive real-time updates, capture job details, complete tasks, and access knowledge resources on their mobile devices, enhancing their productivity and efficiency.
  • Customer service representatives

    Customer service representatives can use Dynamics 365 Field Service to manage customer inquiries, schedule service appointments, and provide updates to customers. They can access customer information, track service requests, and communicate with field technicians, ensuring a smooth and personalized customer experience.
  • Sales teams

    Sales teams can benefit from Dynamics 365 Field Service integration with Dynamics 365 Sales. They can seamlessly transition sales opportunities into field service activities, ensuring a smooth handoff and providing visibility into the service lifecycle of their customers.

Benefits You’ll See
After Implementation

  • Between 15% - 50 % reduction in service call

    Reduction in service call, reduction in service response time and increase in technician productivity can be expected when implemented and executed correctly.
  • Higher customer satisfaction

    Higher customer satisfaction based on the service productivity is expected.
  • The system can serve as a manual even if there is a high turnover of employees.

    According to the US Bureau of Labor Statistics, the average tenure of a worker is 4.1 years. Additionally, the system has a function that alerts users of errors if necessary information is not entered, so even with frequent turnover of personnel, the system can act as a replacement for a manual.

Implementation Process

We will implement Dynamics 365 Customer Engagement using the Success by Design adoption methodology advocated by Microsoft.

Initiate: Understanding customer’s business challenges and requirements through consultation and discussion.

Implement: System design and proposal, as well as system construction and customization.

Prepare: Testing, training, and system introduction.

Operate: Operations and support.

Frequently Asked Questions

There is no restriction on purchasing licenses for Dynamics 365 Customer Service, so it can be used even by one person. For more details on licenses, please feel free to contact us.

Yes, we provide support after the implementation. We offer a range of operational support services, including daily Q&A, troubleshooting, and adding or changing settings required for business changes or new requirements.

Yes, Dynamics 365 Field Service can integrate with other business systems, such as CRM and ERP systems. This enables businesses to have a unified view of their operations and improves their ability to manage field service activities.

The implementation time and cost for Dynamics 365 Field Service varies depending on the size and complexity of the business. The implemantation can take between 2-6 months, including training and customization. Cost typically include price per user per month and may include additional fees for implementation and customization.

Dynamics 365 Field Service is suitable for any business that provides field service activities, including inspections, repairs, and installations. It is particularly useful for businesses that have a large number of field service technicians or operate in multiple locations.

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