How to personalise customer experiences, elevate effectiveness and optimise operations with Dynamics 365 Field Service.
Dynamics 365 Field Service is a Leader in Field Service Management and features innovative technology, empowering organisations to personalise customer experiences, elevate employee effectiveness and optimise service operations.
The solution supports end-to-end field service processes, including Sales, Marketing, Customer Service, Finance and Supply Chain processes on a single platform.
The Dynamics 365 Field Service product comes packed with functionality to enable organisations to:
- Effortlessly manage customer contracts
Record customer agreements, automate the production of recurring customer appointments/services, generate invoices, and manage Service Level Agreements and entitlements. - Schedule work orders with ease
Choose to assist dispatchers with the schedule board or automate the scheduling process with Resource Schedule Optimisation. Consider working hours, resource skills, qualifications, and location when scheduling. Define scheduling goals to optimise based on your priorities, be that maximising working hours, minimising travel time, or resolving high priority incidents first. - Track inventory across your organisation
Manage warehouses, inventory, and assets across your organisation. Have full visibility of inventory transfers and adjustments. Track defective products which need to be returned to the vendor. - Work from anywhere
Use the Dynamics 365 Field Service mobile app to work from anywhere and make sure all employees have access to the latest information. Use the Dynamics 365 Field Service mobile app to take pictures and videos, capture voice recordings, upload files and scan barcodes from any location. Offline capabilities mean your field team don’t need to have internet access to complete their work. - Manage resources and increase utilisation
Record, review, and approve resource time off, manage working hours, territory coverage and skills and efficiently allocate work to resources. - Respond first
Be first to know when there’s a problem by leveraging IoT alerts to be notified when there is an issue with an asset. Resolve remotely or schedule an engineer. - Empower Customers to Self-Serve
Utilise Field Service Portals to give your customers the ability to schedule and reschedule visits via web or mobile device based on your business rules. Enable ‘Track My Technician’ to provide customers with estimated arrival times based on your field team member’s location and visits. Notify customers via text or email when bookings are made or amended.
Who is Dynamics 365 Field Service for?
Dynamics 365 Field Service is a versatile toolset, with the flexibility to support field teams of all types, across a variety of industries. Whether your team carry out surveys or inspections, regular asset servicing, placements or installations, breakdowns and repairs, collections or removals, customer care visits or something entirely different, the platform is equipped to support your field teams to complete their roles from anywhere.
It’s not just field teams who can benefit from Dynamics 365 Field Service. Business value can be achieved across your organisation:
Sales and Marketing
Teams can leverage the data within the platform to provide accurate estimates to new and potential customers as to when field visits can be completed thanks to Field Service’s resource management capabilities.
Customer Service and Retention
Teams can understand a customer’s history with visibility of field visits completed along with any delays and customer feedback, arming them with the data they need to evidence the value of your services to your customers.
Field Service Administrators and Dispatchers
Teams can be supported to improve KPI performance by optimising scheduling with Resource Schedule Optimisation. Customer Experience teams can be supported to deliver exceptional experiences to your customers by leveraging Field Service Portals to empower customers to self-serve, or by providing notifications to customers to keep them updated on upcoming visits and estimated arrival times.
Operations Teams
Teams can use Dynamics 365 Field Service to understand the future demand of products and services and use this information to support purchasing and hiring decisions. As well as being able to track inventory, assets, and business performance from the Dynamics 365 Field Service system.
IT and System Administrators
Teams benefit from the user-friendly configuration-based Dynamics 365 Field Service solution, making it easy to support and maintain. As the Dynamics 365 platform supports various business processes, including Field Service, the solution can be easily extended to support Sales, Marketing, Customer Service, Finance and Operations business processes and requirements, without the need for the IT team to learn new skills.
Which sectors is Dynamics 365 Field Service suited to?
Dynamics 365 Field Service is a versatile product with flexible capabilities to support a variety of industries and use cases.
Industrial & Manufacturing
Travel and Transportation
Oil and Gas / Utilities
Housing
Health and Social Care
IT and Communications
Facilities Management and Property Maintenance
Industrial Equipment
Construction
Waste Collection
Automotive Hire, Servicing and Fleet Management
Why is Dynamics 365 Field Service the best choice for field teams?
A key differentiator of Dynamics 365 Field Service is its seamless integration with the wider Dynamics 365 and Microsoft platform.
Field Service fits in alongside the various other Dynamics 365 modules, Sales, Marketing, Customer Service, Finance, Supply Chain and Commerce, to form an organisation wide business applications platform without the need for complex integrations and maintaining a variety of platforms and equipping your teams with skills to use and support each of these.
Field Service also sits on the Microsoft Power Platform, enabling you to take advantage of Power Automate, Power Apps, Power Apps Portals and Power Virtual Agents to build and deploy low code solutions.
Finally, Dynamics 365 Field Service has native integration with Microsoft 365; so, you can access your SharePoint and OneDrive files, send and view Outlook emails and create and join Teams meetings without switching applications.
