9 Unconventional Uses for Microsoft Dynamics CRM 2016 Field Service

In case you haven’t heard, Microsoft purchased field service software specialist FieldOne in July 2015. FieldOne is one of the early pioneers of Field Service Management applications. Early on, FieldOne became aware of the powerful platform that Microsoft Dynamics CRM offers and built their entire field service solution as an extension of CRM. Microsoft was so impressed that they bought FieldOne.field-service-capabilities-blog-image

Field service capabilities extend Microsoft Dynamics CRM Online to provide a complete scheduling solution: Customer assets, multiple service locations, periodic maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics.

In a recent blog post, Jujhar Singh, General Manager of Microsoft Dynamics CRM, explained how Microsoft plans to extend Field Service to be even more powerful and valuable.  As our world and the things in it become more internet connected, IoT-enabled (IoT = Internet of Things) devices can be continuously monitored. If anomalies are detected, the devices generate alerts that trigger automated actions or service tickets and workflows to resolve issues—sometimes even before they happen. Sound futuristic? Maybe, but it’s happening. Check out this video on how Rolls-Royce is using IoT to track and monitor the health of their aircraft engines.

Microsoft Dynamics Field Service capabilities include:

  • ways-to-use-field-service-blogConnecting your entire customer service workforce to a centralized and easy to use platform, including your call center, agents, dispatchers, and mobile field based employees.
  • Advanced scheduling and optimization technology that adds a layer of intelligence to dispatching, making it easier than ever to get the right resource assigned as quickly and efficiently as possible.
  • Real-time tracking and managing of jobs, enabling service employees to update work orders, manage inventory, assets, and contracts, issue change requests, and adjust job status, anytime, anywhere, on any device.

But it’s also great for more than field service. Nearly any industry that creates a work order, or job ticket, and needs to schedule people, places and things can benefit from these new features. Think about managing fleet vehicles, maintaining buildings/properties, or even people who have fluid or complex schedules, site visits, and more.

9 unconventional ways to use Microsoft Dynamics CRM Field Service

While there are many capabilities available, here are 9 that we encourage you to explore further:

  1. Optimize routing with efficient turn-by-turn routing, resource skill matching, and reduced travel time. Increase first-time fix rates and on-time delivery performance.
  2. Manage work orders more efficiently with the ability to quickly generate work orders (a.k.a., job tickets) that encompass all the information you need to dispatch field agents to service locations and provide them with what they need to do when the get there.
  3. Streamline scheduling and dispatching with a visual, flexible, drag-and-drop schedule board that lets dispatchers assign resources and set up schedules for multiple work orders using a list or map view. See at a glance just how far service reps in the field are from their next job.
  4. Manage resources more efficiently with characteristics and proficiency ratings that allow field service reps to be matched to a work order based on availability, proximity to service location, and required skills. Proficiency and competency levels helps assure the right resource with the right experience is getting the problem resolved on the first visit.
  5. Keep close track of customer assets  with at-a-glance access the serviceable assets owned by customers and exactly where those assets are in service.
  6. Stay on top of preventative maintenance by configuring service agreements and contracts for your customers to automatically generate work orders, ensuring equipment is properly maintained and your service level commitments are met.
  7. Manage inventory more effectively with a CRM product catalog that has been extended with inventory management capabilities that track real-time inventory levels by warehouse, including mobile truck stock.
  8. Get billing done quickly with the ability to instantly convert completed work orders into customer invoices for billing, with signature capture capabilities in the field at the time of service completion.
  9. Enable anytime, anywhere productivity with a mobile app that works both online and offline for both smartphones and tablets, including Apple, Android, and Windows. Mobile capabilities provide field technicians with quick and easy access to everything CRM Spring 2016 Wave Imagethey need to complete a work order, including scheduling information, customer information, turn by directions, and more.

We hope you are as excited as we are about these new capabilities. Want to learn more? Watch our webcast, Dynamics CRM 2016 Deep Dive – Delivering Top-notch Customer Experiences with Field Service, Scheduling, Work Orders and Resource Allocation. You can also contact us for a personal demonstration.

By | 2017-10-20T20:10:18+00:00 September 13th, 2016|Sales & Service (CRM), Tech Tips|0 Comments
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Contributor: Michael Hammons

In his role as Director of Customer Experience, Mike leads initiatives to ensure a consistent, positive experience for every customer, from setting expectations in the first meeting through ensuring satisfaction upon project completion and beyond. In addition, His goal is to help customers identify ways to leverage their existing technology investments to address new initiatives and make continuous process improvements.

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