Introducing digital self-service capabilities for customers can transform business process, improve the customer experience, and reduce costs to deliver services. When defining a customer experience strategy, it is integral to consider how the experience can be enhanced through both assisted and non-assisted channels. Designing processes which give customers an effortless experience, making it easy for them to raise and resolve issues and requests, is a keyway to improving customer satisfaction. Offering a self-service platform to your customers provides them with a non-assisted, always available channel to manage their account and negates the need for them to wait in a queue for an available agent.
With Dynamics 365 Field Service Portals, your field service organisation can provide outstanding experiences to your customers, without the need to support an additional platform or build and maintain complex integrations. Dynamics 365 Field Service Portals are an extension of Dynamics 365 Field Service, with capabilities to configure the portal directly within Field Service and feed data from Dynamics 365 to your customers within the portal. Field Service Portals provide you with a platform to offer customers a personalised experience with a simple user journey to carry out common actions, requests and to raise issues. .png)
Dynamics 365 Field Service Portal Capabilities
Invite Customers
Send email invitations to customers to provide them access to your Field Service Portal. Define and use web roles to control what information and actions are available to contacts - this flexible model enables you to tailor the experience for different user groups. For example, you may want to allow a primary contact to raise new jobs / visits, while giving other contacts a read-only experience.
Raise Work Orders
Choose to give customers the ability to raise jobs/visits in the Field Service Portal. Using simple portal configuration, you can determine the types of jobs which can be raised, and which contacts can raise these. Once raised, these work orders will be visible to your team within Dynamics 365 Field Service.
Schedule and Reschedule Work Orders
Empower your customers to schedule and reschedule work orders at dates and times that suit them. Customers can select from available slots based on the working hours, time off requests and existing bookings of your field team.
Send SMS and Email Notifications Configure SMS and email notifications to alert your customers of key events. Notifications can be sent to update customers:
- When a new booking has been confirmed
- To remind customers of an upcoming booking a defined number of days in advance
- To inform customers that their field team member is travelling to them
- When a booking has been cancelled
- If a booking is rescheduled
- On completion of a job/visit
- To let them know that the field team member has arrived
Track My Technician
Display an estimated duration until arrival and a map showing the current location of the field team member in the Field Service Portal, when the field team member is on their way to the customer.
Customer Satisfaction Surveys
Capture customer feedback in relation to a job/visit directly within the Field Service Portal by embedding a Customer Voice survey. Customer Voice survey data is stored in Dynamics 365 and can be viewed against customer records, allowing you to automate follow ups and escalate poor feedback with ease and enhancing the central view of the customer.
Chat Bots
Embed Power Virtual Agents in the Field Service Portal to allow customers to interact with the chat bot to get information on frequently asked questions, or to query system information where appropriate. These chats can then be escalated to a live agent if the customer is unable to get the information they need.
What types of organisations can benefit from a Field Service Portal?
Field Service Portals can be configured to meet the unique needs of your organisation, both in terms of branding and functionality. Whether your field team are installing machinery at commercial premises, carrying out health and social care visits to individuals, providing maintenance and repair services in the housing industry, providing courier services or collecting goods or waste, Dynamics 365 Field Service and Field Service Portals can help your organisation to improve the customer experience, increase operational efficiency and reduce costs.
