Microsoft Dynamics 365 Field Service

Improve first-time fix rate
Complete more service calls per technician per week
Manage follow-up work and take advantage of upsell and cross sell opportunities
Reduce travel time, mileage, and vehicle wear and tear
Organise and track resolution of customer issues
Communicate an accurate arrival time to customers
Provide accurate account and equipment history to the field technician
Keep customers updated with the status of their service call and when it's resolved
Schedule onsite visits when it's convenient for the customer
Avoid equipment downtime through preventative maintenance

Work orders to define the service work needed primarily (but not exclusively) at customer locations
Scheduling and dispatch tools to manage resources and equipment needed for customer service, visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching
Communication tools to enhance collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders
An easy-to-use mobile application that guides technicians through schedule changes and service work
Asset management capabilities to keep track of customer equipment and service history
Preventive maintenance by automatically generating recurring maintenance appointments for equipment
Inventory, purchasing, and returns capabilities to manage truck stock, purchase order requests and fulfillment, and product returns
Billing capabilities to generate invoices based on products and services delivered to customers
Time tracking to help you track how resources are spending their time, whether they're traveling, on break, or working
Analytics for reporting on key performance indicators for managing work orders, scheduling activities, and interacting with customers

Customer service agents triage incoming requests and determine when to create work orders for onsite visits. Agents primarily use the application through a web browser.
Service managers track performance metrics and oversee service delivery, finding ways to increase efficiency and standardize processes. Service managers primarily use the application through a web browser.
Dispatchers review and schedule work orders, and assign them to resources on the schedule board through resource availability searches, and through a fully automated resource scheduling optimization add-in. Dispatchers primarily use the application through a web browser.
Field technicians manage their assigned work orders using the mobile app on a phone or tablet, and perform maintenance and repairs onsite at customer locations.
Inventory managers ensure field technicians have what they need to complete their service calls. Inventory managers also handle product returns and purchase new inventory. Inventory managers primarily use the application through a web browser.

Microsoft Dynamics 365 Workshops

Cloud Factory holds many complimentary and personalised workshops for companies looking to implement Cloud Solutions to their core business. Our clients are taken through an overview of various solutions and we discuss any and all questions that might arise. To find out about a workshop that suits you, please click below!