Transform Your Business with Dynamics 365 Field Service
- 2. How do you want to transform your business with Dynamics 365 Field Service?
- 3. The world’s connected AI business cloud Marketing Finance Operations Sales Talent Service Commerce Dynamics 365 & Power Platform
- 5. Do your systems improve technician efficiency and enable monetizing new business models? Are the technologies you’re using today supporting your business needs? How are you using analytics to predict issues and proactively provide solutions? Key considerations for delivering connected field service
- 6. 1. 2017 TSIA report on field service spending 2. MSDynamicsWorld 3. Gartner Field Service Report 2017 4. Gartner Field Service Survey Organizations with budgets earmarked for proactive support technologies in 2018/191 66% Cost for every time a service company dispatches a truck2 $1,000 Field service organizations that provide technicians with mobile apps3 75% Average productivity increase through connected field service4 25% Business concerns
- 7. Typical functional concerns Poor technician enablement due to lack of mobile capabilities Outdated/siloed systems causing inefficiencies Reactive, break-fix business models and inability to scale
- 8. The changing landscape Product complexity and increasing customer demands have surpassed existing technology stack abilities to support operations1 1 TSIA 2019 Predictive maintenance driven by data analytics, ensuring proactive customer engagement Real-time insights and troubleshooting through augmented reality capabilities Increased use of proactive support models
- 9. SCHEDULING & DISPATCH TECHNICIAN AGENT CONTACT CENTER CUSTOMER ADMINISTRATION INTERNET PHONE CHAT SMS SOCIAL IN PERSON DEVICES MOBILE APP DESKTOP INTERFACE AGREEMENTS EXPERT GUIDANCE INTEGRATION Functions enabling connected field service INTELLIGENT PLANNING EMPOWERED AGENTS AND TECHNICIANS TECHNOLOGY UNIFICATION
- 10. SCHEDULING & DISPATCH TECHNICIAN AGENT CONTACT CENTER CUSTOMER ADMINISTRATION INTERNET PHONE CHAT SMS SOCIAL IN PERSON DEVICES Azure IoT IoT Central | CIF Dynamics 365 F&O SDK AppSource Common Data Service | Power BI Dynamics 365 Customer Service Dynamics 365 Digital Messaging LogicApps/ Power Automate INTEGRATION Microsoft ecosystem supporting connected field service Remote Assist Guides EXPERT GUIDANCE DYNAMICS 365 FIELD SERVICE AGREEMENTS MOBILE APP Dynamics 365 Field Service Mobile USER INTERFACE Resource Scheduling Optimization Universal Resource Scheduling Microsoft 365 Administration Center Power Automate | LogicApps Dynamics 365 Administration Center Omnichannel Administration Azure AD INTELLIGENT PLANNING EMPOWERED AGENTS AND TECHNICIANS TECHNOLOGY UNIFICATION
- 11. Multichannel customer engagement Service agreements and preventive maintenance Predictive maintenance enabled by IoT Proactive field service driven by machine learning Intelligent planning
- 12. INTELLIGENT PLANNING Multichannel customer engagement Connect with your customers Effectively create work orders Engage with your customers Keep track of all service interactions
- 13. INTELLIGENT PLANNING Multichannel customer engagement Connect with customers • Use multiple channels, like chat in Dynamics 365 and SMS, for contextual engagement with customers • Deploy the chat widget to enable technicians and agents to connect with customers • Automatically identify and load customer and work details
- 14. INTELLIGENT PLANNING Multichannel customer engagement Effectively create work orders • Create different work orders types, specify customized work order sub status, and add/set priorities • Pre-define work order types to specify the various types of service jobs that can be performed within an order • Maintain detailed record of work order timeline to enable customized customer engagement
- 15. INTELLIGENT PLANNING Multichannel customer engagement Engage with your customers • Send automated reminders and updates to customers through outbound text and phone capabilities • Communicate proactively by providing your customers with real-time technician location tracking and automated voice and text appointment reminders • Dispatch technicians using optimized routes and skills-based assignments and resources • Send personalized surveys immediately after service calls with Microsoft Forms Pro—included with Dynamics 365 Field Service
- 16. INTELLIGENT PLANNING Multichannel customer engagement Keep track of all service interactions • Enable customers to open and track work order status, invoices, agreements, and assets • Grant customer access to a knowledge base within the self-service portal to self-diagnose issues • Empower customers to view and track work order data in real time • Use a single portal to display content in multiple languages
- 17. INTELLIGENT PLANNING Service agreements and preventive maintenance Generate preventive work orders
- 18. INTELLIGENT PLANNING Agreements and preventive maintenance Generate preventive work orders • Track, manage, and monitor the maintenance needs of an asset based on the manufacturer’s recommendations • Set up customer agreements so you can automatically generate work orders and invoices based on future need • Use machine learning models to enable preventive maintenance based on EAM data
- 19. INTELLIGENT PLANNING Predictive maintenance enabled by IoT Gain insights to react quickly Monitor devices remotely Automate maintenance
- 20. Build your own | Platform Use | Solutions SaaS Managed Solutions IoT Central Connected Field Service Solution Accelerators … Predictive maintenance Connected factory Remote monitoring Azure IoT Hub Device Support Azure Time Series Insights Data and Analytics Azure Logic Apps Visualization and Integration Partner Solutions IoT Edge Azure Sphere INTELLIGENT PLANNING Predictive maintenance enabled by IoT Gain insights to react quickly • Enable real-time telemetry and interact with your customers’ field environment • Effectively integrate and support a wide array of Microsoft and third-party managed IoT devices • Gain greater scale and efficiency • Analyze and act on new data • Integrate and transform business processes
- 21. INTELLIGENT PLANNING Predictive maintenance enabled by IoT Monitor devices remotely • Using the field service module, see and solve issues before clients are aware of them • Reduce the number of service calls you receive by identifying and resolving issues before they occur • With device telemetry and service maintenance data, make intelligent decisions around dispatching technicians with the right expertise, availability, and proximity to the job • Create rules and configure Power Automate to integrate IoT-connected devices with an active alert system to receive updates on specific device activity
- 22. INTELLIGENT PLANNING Predictive maintenance enabled by IoT Automate maintenance • Predict when a device needs attention and automate self- healing or maintenance steps before any kind of problem • Use the remote monitoring dashboard to view telemetry from your connected devices, provision new ones, or upgrade firmware • Visualize simulated devices on a map and respond to alerts • View product usage, issues, and repair history from a central portal to diagnose problems and deliver predictive maintenance • Get instant notifications and alerts about device health to automate the service-request generation process using predefined rules
- 23. INTELLIGENT PLANNING Proactive field service driven by machine learning Optimize resource management Improve customer service delivery capabilities
- 24. INTELLIGENT PLANNING Proactive field service driven by machine learning Optimize resource management • Optimize resource assignments using multiple factors, such as a technician’s experience in handling the specific failure, the customer’s preferred technician, or proximity to the site • Automatically assign the work order to the best available personnel • Create the most efficient travel path for technicians, optimizing their schedules and allowing them to perform additional calls per day • Using real-time inventory management, ensure that the replacement part is available on the scheduled date and that the technician has access to the tools needed to complete the job
- 25. INTELLIGENT PLANNING Proactive field service driven by machine learning Improve customer service delivery capabilities • Allow for automated, remote self-healing and predictive forecasting, monitoring, and analyzing connected devices for potential issues • Using historical device data and predictive analytics, get system recommendations for scheduling technician site visits, heading off future problems and notifying the customer of the work order • Using recommendations from the system, enable technicians to discuss additional products and services during site visits that meet their customers’ specific usage and operating needs
- 26. Empowered agents and technicians Right people at the right time Effective asset and inventory management
- 27. EMPOWERED AGENTS AND TECHNICIANS Right people at the right time Enable smart scheduling and routing Automate and improve scheduling
- 28. EMPOWERED AGENTS AND TECHNICIANS Right people at the right time Enable smart scheduling and routing • Assign resources to jobs and tasks based on location and need • Ensure the right resources are assigned to customers at the right time and optimize resources to fit in the most appointments per day • Schedule work orders for the most appropriate resources by optimizing bookings for the shortest travel time, available work hours, and more
- 29. Manual scheduling EMPOWERED AGENTS AND TECHNICIANS Right people at the right time Automate and improve scheduling • With Dynamics 365 Field Service, support the degree of automated scheduling automation that fits your needs • Enhance manual scheduling using the schedule board to select requirements and create bookings • Through the Schedule Assistant tool, take advantage of a semi-automated approach using available recommendations and most appropriate resources • Using Resource Scheduling Optimization (RSO), automate the scheduling of your workforce, setting objectives such as “minimize travel time” and “maximize working hours” Scheduling Assistant Resource Scheduling Optimization (RSO)
- 30. EMPOWERED AGENTS AND TECHNICIANS Effective asset and inventory management Asset and inventory management
- 31. EMPOWERED AGENTS AND TECHNICIANS Effective asset and inventory management Asset management • Upload 3D knowledge articles and models of assets for field technicians to reference in the field • Review work order history per asset using IoT device information • Access multi-layer device hierarchy with links to product catalog for product trends
- 32. EMPOWERED AGENTS AND TECHNICIANS Effective asset and inventory management Inventory management • Accurately track service stock at mobile and fixed locations, including available, on hand, on order, and allocated inventory • Manage updates and stock history for any location, including truck stock • Manage inventory information for transactions including requests, return material authorizations (RMA), a return to vendor (RTV), stock adjustments, or transfers • Use the ship-via option to specify different shipping methods used by your company
- 33. Next steps
- 34. Get started with Dynamics 365 Field Service empower your digital transformation through applying intelligence and connecting your data. Contact us