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Dynamics 365 for Field Service

Empowers companies to improve customer satisfaction, first time fix rates, and resource productivity

Dynamics 365 for Field Service provides complete flexibility in how organisations choose to schedule their resources by offering manual, assisted, and automated, optimised scheduling. In each of these workflows, it supports schedulers with visual cues to simplify their work. 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.

Contract Management

Improve customer satisfaction with reliable service through predictable service delivery. Flexible service schedules can be recurring if needed. Maintain accuracy of service contracts, and installed products across customers, geographies, and locations. Easily meet service expectations and create customer loyalty.

contract management

scheduling

Schedule and Dispatch Optimisation

Help your team schedule appointments and dispatch the right resources. Use manual, assisted, or fully automated, optimized scheduling to create the best schedule. Drag and drop and map-enabled scheduling simplifies the time consuming and complex task. It’s easy to fit more appointments into each day and ensure the best person is always scheduled.

Inventory Management

Synchronise inventory, set re-order points and track inventory even down to the truck level to drive efficiency and productivity. Manage your inventory across locations, including warehouses, depots, and trucks. Accurate inventory ensures you can better track your service stock for fewer write-offs, create better forecasts, and improve first time fix rates.

inventory

Mobile

Mobile

Enable technician productivity with real time and offline information about the customer, case, and even resolution instructions. Work orders are linked to case history, parts information, product configurations, pricing, and more to ensure technicians can solve the problem and keep customers happy.

Connected Field Service

Detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary. Know about problems and solve them at minimal cost before customers are aware of the issues. Remote troubleshooting and proactive problem solving help improve customer satisfaction and resource productivity.

Connected Field Service

customer centric

Customer-Centric Experience

Give customers a complete view of upcoming and past cases through a customer portal, share a photo and live map of their technician en route, and send updates via SMS and phone call. Keep your customers informed by putting them at the center of all service interactions.

Why Dynamics 365 for Customer Service?

Purpose-built

Scales to your business size and maturity

Productive

Get the most out of your time spent working

Intelligent

Move from being reactive to proactive
and predictive

Adaptable

Explore new lines of business through profitable service offerings