OVERVIEW

We provide complete flexibility in how organizations choose to schedule their resources by offering manual, assisted, and automated, optimized scheduling. In each of these workflows, we support schedulers with visual cues to simplify their work. We leverage inventory management capabilities that capture real-time information from deliveries and technicians to ensure that the right parts are always ready to go. On their way to and at the customer location, technicians use a mobile app to stay connected. Each technician updates their status like driving, in-progress work, and completed work.

  • Planning, estimating and pricing multi-day projects.
  • Optimising resource utilisation.
  • Tracking and approving project tasks and finances.

 

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SERVICE AGREEMENTS

SERVICE FORECASTING

Track warranties against assets, provide visibility into terms and expiration dates.

ACCURATE BILLING

Ensure that service and billing conform to warranty requirements. Classify assets and track location, repair history, and maintenance schedules.

SLA MANAGEMENT

Manage terms, conditions, and automated renewals of contracts and Service Level Agreements.

SCHEDULE & DISPATCH

BALANCED WORKLOADS

Identify and organize available resources by category to intelligently balance workloads and resources.

THE BEST TECHNICIAN

Match skill sets of the technician against the requirements of the work order.

OPTIMIZED SCHEDULES

Decrease driving time between work by creating a schedule with geography, customer preference, availability, and SLAs in mind.

INVENTORY MANAGEMENT

RIGHT-OFF REDUCTION

Accurately track service stock at mobile and fixed locations. Manage updates and stock history for any location including updating truck stock.

REMOTE INVENTORY ACCESS

Provide mobile access to inventory and parts information.

PARTS MANAGEMENT

Manage inventory information for part transactions like requests, return material authorizations, stock adjustments or transfers.

MOBILE

ON-TIME APPOINTMENTS

Ensure technicians are on time with the best schedule and turn-by-turn driving directions.

CASE HISTORY & INSTRUCTIONS

Get 360-degree customer preferences and history and follow step by step instructions on how to complete the task at hand.

WORK ORDER COMPLETION

Allows the technician to take photos of the completed work, get customer sign-off, and even collect payment.

CONNECTED FIELD SERVICE

ANOMALLY DETECTION WITH IOT

Detect, troubleshoot, and resolve issues remotely before the customer knows of an issue and dispatch a technician only when necessary.

PREDICTIVE MAINTENANCE

Repair, clean, or replace parts when needed instead of on a preventative maintenance schedule.

WORK ORDER CREATION

Automate work order creation when self-healing steps don’t resolve the problem. Automatically dispatch the best technician.

CUSTOMER-CENTRIC EXPERIENCE

360 DEGREE VIEW

Keep track of service activities, including upcoming and previous appointments as well as self-scheduling with a customer portal.

OUTBOUND COMMUNICATIONS

Send automated voice and text messages reminders customers about upcoming appointments through Twilio API.

TECHNICIAN VISIBILITY

Know when to expect service. Customers can see technician vehicle, photo, and real-time location while en route using an integration with Glympse.

SERVICE ANALYTICS

UNIFIED PLATFORM

Leverage Dynamics 365 business apps and platform for a strong basis for reporting, integration, and analytics.

360 PROJECT VIEW

Understand project performance, team and resource feedback and voice of the customer to ensure on-time, on-budget delivery model.

TREND & FORECASTING

Identify trends, explore what-if scenarios, and forecast outcomes to prioritize service offerings, skills development and adopt best practices.

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FIELD SERVICE KEY CAPABILITIES