Microsoft Dynamics 365 for Field Service, formerly FieldOne, enables organizations to deliver remarkable field service while maximizing customer satisfaction and minimizing costs.
Dynamics 365 for field service automation empowers companies to deliver predictive and proactive service to improve customer satisfaction, first-time fix rates and resource productivity through advanced scheduling, resource optimization, and mobile enablement.
Offered as a SaaS solution, Dynamics 365 for Field Service integrates with all other Dynamics 365 applications as well as Office 365 to boost productivity, eliminate context switching, and enable successful end-to-end customer engagement.
As with all Dynamics 365 applications, Dynamics 365 for Field Service is purpose-built, productive, intelligent, and adaptable. This means your organization can leverage end-to-end field service capabilities from day one and add other functionalities as needed.
Enhancing every stage of the field service workflow:
|Receive Job||Receive customer cases and calls on any device/channel including phone, email, and social media. Dynamics 365 for Field Service automatically converts cases into a work order.|
|Schedule and Dispatch||Schedule resources with complete flexibility including manual, assisted, automated, and optimized scheduling. Dynamics 365 for Field Service support schedulers with visual cues like appointments, maps with driving routes, and color coded work types so schedulers can easily see where gaps appear|
Communicate with customers at every stage of service delivery through voice, text, and online portals. Leverage integrations with Twilio and Glimpse to send automated texts and email reminders. Customers can then log in to an online portal to see appointments and technician arrival times.
Technicians can use mobile applications to update their status which provides schedulers with an updated view on each technician and each job.
Ensure the right parts are on the truck with inventory management capabilities that capture real-time information. Technicians from the field can provide updates, on the mobile app, on parts consumed so that the right parts are always ready to go.
Technicians can also use the mobile application to help them perform services effectively. The mobile app can provide step-by-step instructions on how to complete the task at hand.
|Collect Payment||Technicians can snap a photo of the work, get customer sign-off and collect payment, all right on-site. |
Through the Dynamics 365 for Sales app, technicians can even identify opportunities and collect intel about accounts.
|Complete Work Order||A work order that's completed on the mobile app can be reviewed, and closed out, at headquarters by the manager. Data provided at every stage of the workflow can be used to optimize operations and drive business improvement.|
View Field Service Capabilities for Dynamics 365. Play Video.