Resolve service issues the first time – delivering exceptional customer experiences every time
Get the right technician to the right place at the right time, fixing the problem first time.
Traditionally, every time something breaks, you send someone to fix it. But this model is not scalable as service organisations only have limited resources to meet increasing customer demand. Legacy systems lead to inadequate enablement of technicians. Technicians require connected and productive systems that help them to achieve goals, but disconnected and fragmented systems hinder their productivity.
Technology is evolving at a rapid rate changing the Field Service landscape. To remain competitive, field service organisations must continually adapt and readjust their focus to take advantage of new opportunities and grow.
With the advent of advanced analytics, machine learning, and augmented reality capabilities, organisations are moving towards using a proactive support model allows technicians to proactively monitor and maintain equipment and devices. Predictive maintenance is being driven by data analytics, ensuring proactive customer engagement.
The changing landscape of Field Service
Increased use of proactive support models
Using a proactive support model allows technicians to proactively monitor and maintain equipment and devices.
Real-time insights and troubleshooting
Real-time insights and augmented reality capabilities deliver next generation field services capabilities to technicians with the right information at the right time for the right people.
Predictive maintenance driven by analytics
Predictive maintenance is driven by data analytics, ensuring proactive customer engagement. Data analytics ensure proactive, connected, and omni-channel engagement.
Leveraging an Intelligent Field Service Solution
- Stay up to date with work orders from start to close
- Automatically schedule to align the right job skills and best location to get more appointments per day
- Enhance collaboration between customer service agents, technicians, and other resources
- Effectively track customer equipment and service history
- Easily manage stock, purchase orders, fulfilment requests, and product returns
- Auto-generate invoices based on services delivered to customers
- Accurately track time taken by resources on work, travelling, and breaks
- Moving from costly scheduled maintenance plans to just-in-time predictive maintenance
Work order management
Scheduling and dispatch tools
Analytics and reporting
Deliver proactive service every time
Prevent service calls – using Internet of Things (IoT) sensors, remotely detect and resolve issues before they become a problem
Become a profit centre, not a cost centre – use IoT data triggers to evolve from a scheduled services model to a just-in-time predictive maintenance model
Increase customer satisfaction – communicate proactively wit customers using automated voice and text appointment reminders
Know your customer – gather customer insights with personalised surveys after field service calls
Intelligently schedule and dispatch technicians
Seamlessly triage calls and dispatch technicians – ensuring a unified workflow and reducing operational costs
Dispatch the right experienced technician at the right time using AI-enabled scheduling recommendations and tailored scheduling
Optimise technician resources with automatic scheduling that minimises travel time and maximises utilisation while responding to delays, cancellations, and urgent work
Manage resource assignments better and schedule the nearest and most available technicians by using a drag-and-drop scheduling board and interactive map
Ensure a first-time fix
Let bots help technicians locate customer and product information using Guides in the field
Empower field technicians to manage work orders and appointment schedules, access turn-by-turn directions and customer data, and capture photos, videos, and voice notes with the mobile app
Give technicians access to in-context help with Dynamics 365 Guides and other mixed-reality tools that provide immersive, step-by-step support
Continue to track all service activity, even when offline, including accessing work orders, customer data, and asset information
Provide additional expertise to newer technicians with remote assist video calls – which means that more experienced technicians can consult in real time