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Master Every Service Call with Microsoft Dynamics 365 Field Service

Published: March 21, 2017
Cory Johnson is a Senior Solution Consultant at Tribridge. Read More

We've all been there: waiting an extra two hours for a service call where you started off with a four-hour window. Nothing kills customer service faster than when your time is wasted. With the recent introduction of Dynamics 365 for Field Service, you can master every service call—turning it into a strategic advantage that will help increase revenue and boost customer service.  

Mastering the service call all starts with smarter field service capabilities. With Dynamics 365 for Field Service, you can:

Optimize scheduling

Provide tools to help your team schedule appointments and dispatch the right resources. Field Service includes tools for service representatives and dispatchers—plus an automated tool that schedules appointments for them—so it's easy to fit more appointments into the day. The newest release is also integrated with Google Maps and other third party geographic information systems.

Service agreements

Make it easy to manage all service agreements, including recurring service calls and contracts, installed products, and warranties—across customers and locations. Field service management tools help improve your service delivery and see ways to increase revenue. Stay on top of preventative maintenance by configuring service agreements and contracts for your customers by automatically generating work orders. This ensures equipment is properly maintained and your service level commitments are met.

Inventory management

Give your team everything it needs to manage your inventory across locations, including warehouses, depots, and trucks. Real-time updates mean your inventory is always accurate, so you can better track your service stock for fewer write-offs, and create better forecasts.

Mobile productivity

Improve your technicians’ productivity by providing native mobile applications with real-time and offline data. No matter which device they use (Windows, Apple, Android, etc.), they haveMobile Productivity the customer information and guidance they need right there. And administrators can manage all users and devices centrally, integrated into CRM. Technicians can even remotely save a photo of the item being repaired, along with a customer signature, which is then integrated back to the work order.

Connected devices

Lower costs by dispatching technicians only when they’re needed. Field service management tools, powered by Microsoft Azure, help your team detect, troubleshoot, and resolve issues remotely. Field service technicians can prevent, predict, and solve problems before customers even know about them.

Customer communications

Customer communicationsPut your customers at the center of every interaction. Give them a complete view of their cases, a live map and photo of their technician en-route, and updates by text message and phone call. No more waiting around endlessly.

If you have geographically based assets and need to make multiple calls in the field, this feature maximizes the utilization of company resources, balancing multiple factors such as service level agreements, traffic, field agent location, skills, expertise, customer preferences, and other additional defined criteria. Get through your routes faster and more efficiently than ever before.

If you weren’t able to catch our recent webinar about Dynamics 365 for Field Service, check it out here. Let us know if we can help you with field service automation. 

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