Dynamics CRM Field Service

In today’s “everything-as-a-service’ world, Field Service assists organisations with on-site field technicians to maximise efficiency and minimise costs. A proactive and predictive service model is available with machine learning and advanced analytics to embrace the service economy.

Dynamics CRM Field Service is an add-on to the Dynamics CRM application. It allow incoming service requests to be recorded as work orders, either directly or from an escalated service desk issue that requires an on-site visit. Work orders can be scheduled manually or automatically to multiple field service representatives,

who can accept these work orders on their mobile devices. Information about the location, driving instructions, work to be performed, checklists and other documents is all available on a smartphone or tablet.

The system supports offline access where mobile connections are not available, and location services can be used to track work in real time. Actual service time and products can be added to the work order, with customer sign-off available on the mobile device when work is completed. Invoices can be generated easily and emailed to the customer directly.


Key Benefits

Intelligent interactions – Support service teams with mobile applications to receive work orders, driving instructions, related documents, service task checklists and customer sign-off on smartphones and tablets
Focused engagement – Interact with customers via web, social, phone, email and instant messages to receive service requests, communicate expected on-site arrival times, update service request statuses and close completed jobs
Service intelligence – Achieve service excellence through automated alerts, reports and dashboards showing key service metrics

Receive multi-channel support requests and create work orders for work to be done
Schedule work orders for when and where work is to be performed
Allocate work orders to field support staff for site visits
Manage customer asset information to assist support requests and identify opportunities for proactive services
Manage preventative maintenance schedules and service agreements
Consume inventory items on site service and maintenance visits
Meet objectives and achieve service goals through service intelligence dashboards