If your organization provides service, empowering your mobile workforce with the right tools can spell success in the form of customer loyalty and repeat business.
With the right systems in place, your workforce can be dispatched sooner, solve problems faster, and close work orders more efficiently.
At Crowe, we've worked with companies in various industries to transform their businesses with Microsoft Dynamics 365 Field Service.
Here are 3 real examples of Microsoft Dynamics 365 Field Service success:
- A high-tech company
A high-tech company wanted a more efficient method of scheduling and dispatching technicians. They had buildings and security systems to repair and maintain. Security is vital to their customers, so they prioritized improving the speed of their dispatch system.
Microsoft Dynamics 365 Field Service has the scheduling and dispatch tools they need to manage their resources and equipment, evaluate and schedule onsite appointments, and optimize service routing and resource skill matching. Mobile access to work orders and automatic submission of completed work into the billing system reduced the length of the entire customer service process.
- A telecom company
A telecom company wanted to streamline its complex routing system and enable field technicians to deal more efficiently with customer issues. They needed seamless collaboration between their customer service team, their dispatchers, and their technicians, and they wanted to keep their customers better informed.
Microsoft Dynamics 365 Field Service provided them with automated scheduling boards and work order dispatching. Providing their field technicians with mobile access to the office, their knowledge base, and necessary customer information allows them to complete work orders without repeated calls to the main office for additional information. Paperless onsite submission of completed jobs streamlines the process. Automated workflows route information various departments for any necessary follow-up. Gone are the endless phone calls and missed communication between teams.
- A metals business
A metals business we worked with builds, sells, and services various types of machines and cares for their warranty and service contacts. This equipment is critical to their clients' businesses; if a machine goes down, it is imperative to get it fixed quickly and accurately.
Microsoft Dynamics 365 Field Service with automated scheduling boards allows the company to schedule service calls and regular preventive maintenance. Technicians have mobile access to the contract and the machine/asset information, providing them with a complete account history while on site. The mobile app enables field reps to input inventory and time spent to ensure accurate billing. Photos can be uploaded directly to the central system. Completed work orders are automatically routed to billing, reducing the time needed to process and wrap up the case.
Would you like some more examples of industries and companies benefiting from Microsoft Dynamics 365?
Here are some ways service companies can streamline their processes:
- HVAC- Operations managers can use the Dynamics 365 Field Service to deliver maintenance and repair services for heating and cooling equipment.
- Utilities– Fiber optic cable companies can better respond to outages by more efficiently dispatching technicians.
- Manufacturing- Medical device manufacturers selling machines to hospitals and clinics can use Dynamics 365 to manage maintenance services over the machines' lifetime.
- Healthcare- In-home health care service providers can use Dynamics 365 to schedule and dispatch healthcare workers to administer medicine and care to multiple patients in various facilities.
Microsoft Dynamics 365 Field Service combines workflow automation, scheduling algorithms, and mobility to set up field workers for success when working with customers onsite.
Crowe has implemented Microsoft Dynamics Field Service 365 in various industries. We are confident we can help you transform your service company with better automation, scheduling, and mobile capabilities.
By Ryan Plourde, Crowe,