Microsoft Dynamics 365 Field Service

Automated, Streamlined and Effective

Optimise Resources

• Automate scheduling 
  
  
• Empower dispatchers 
  
  
• Streamline stock management 

Dynamics 365 Field Service capabilities include automatic scheduling to fit in more appointments throughout the day and match engineers with customers’ needs for specific locations, skills, priorities and estimations on appointment duration. Allow field service agents to manage resource assignments using an interactive, drag-and-drop schedule board. 

Adapt and streamline essential stock management activities and improve the first time fix rate across the business. This is achieved by synchronising and tracking stock down to truck level, with real-time visibility. 

Dispatchers can streamline the triaging and assignment of work orders, particularly those nearby. The schedule board experience enhances users' benefits, resulting in smoother and more intuitive scheduling processes.

Field Service Technicians

Streamline Workflow

Microsoft's Field Service app equips technicians and frontline workers with a suite of updated, powerful digital tools to ensure on-time appointments, deliver personalised services, and enhance onsite efficiency while optimising data accuracy.

With Dynamics 365 Field Service, technicians receive real-time data on their mobile devices, including best routes, turn-by-turn directions, and work order details, facilitating prompt arrivals at customer locations.

Customer preferences and history are readily available for tailored service. Even offline, features like geofencing and push notifications ensure task completion without internet access.

Real-time updates streamline work order details, boosting onsite efficiency and data accuracy. These tools seamlessly integrate with Microsoft 365 applications like Outlook and Teams, facilitating smooth collaboration.

Mobile workforce solutions enable access to work orders and customer information on the go, while IoT and predictive maintenance capabilities allow proactive equipment monitoring and troubleshooting.

Enhanced communication channels, including chat and video conferencing, foster collaboration, while robust data analytics provide insights for performance optimisation.

Together, these D365 Field Service tools empower technicians and frontline workers to deliver exceptional service experiences, achieve high first-time fix rates, and uphold superior customer service standards.

Communicate, Empower and Build

Create Seamless Customer Experiences

The Field Service module in Dynamics 365 allows you to communicate effectively by providing customers with real-time technician location tracking and automated voice and text appointment notifications. System features allow you to:

• Gain a view from the customer’s point of view by utilising personalised after-service surveys to immediately identify customers' views using Microsoft Forms Pro.
  
  
• Provide more transparent customer service experiences which effortlessly produce and share quotes, contracts and scheduling information.
  
  
• Empower customers with an interface that makes it simple for them to self-schedule appointments and keep track of service activities.

In Dynamics 365 Field Service, service managers can benefit from advanced scheduling, real-time work order tracking, predictive analytics, customisable reporting, and CRM integration. This empowers service managers to streamline operations, optimise resources, and deliver an exceptional customer service experience.

Mixed Reality

Transform Field Services

• Empower Technicians
  
  
• Solve Complex Problems More Efficiently
  
  

Dynamics 365 Field Service capabilities include state-of-the-art technology such as mixed reality video calling, annotations and file sharing – allowing technicians to solve problems effectively and efficiently, the first time. 
 
Be able to solve complex issues quickly with Dynamics Remote Assist on HoloLens devices. Ensure technicians stay heads-up and hands-free while sharing what they can see with remote experts. 

ADVANCED TECHNOLOGY

Copilot in Field Service

Throughout the Field Service application in Dynamics 365, you’ll find AI-powered features that enhance decision-making, resource allocation, and overall service quality. One of these AI features is Microsoft Copilot.

Copilot revolutionises field service by empowering frontline workers and service managers with cutting-edge generative AI. Through AI-driven suggestions, they efficiently generate, access, and oversee work orders, enhancing productivity.

Seamlessly integrating into Microsoft 365 tools like Outlook and Teams, Copilot elevates work order management to new heights of intelligence and efficiency. With Copilot, field service operations become more streamlined and effective, enabling teams to easily deliver exceptional service experiences.