The field service management market got completely shaken up with the onset of COVID -19 across the globe in 2020. The industry was not fully prepared for this large-scale virtual environment and adoption of social distancing measures which impacted their services immensely. The pressure to make virtual experiences a positive customer experience became quite challenging.
Traditional field service solutions are struggling to fulfill the existing market demands as the business landscape is changing and enterprises are demanding solutions that are flexible to adapt to their unique business needs.
With increased competition and increasing price pressures, field service leaders are looking for tools and cutting-edge field service technology solutions to help them streamline their operations and achieve consistent revenue growth.
The demand for connected field service
Field Service Automation – Driving Visibility & Building Resilience
The demand for connected field service is on the rise.The field service organizations are under tremendous pressure to provide better customer service, more so now with the virtual marketplace. It is quite tough for them to effectively manage the schedule of all front-line staff, technicians, keep track of spare parts inventory, manage countless product warranties.
A modern field service organization requires levels of automation for scheduling the right technician to the right job as well as parts, return, and repair allotment.
Reactive To Proactive with Dynamics 365 Field Service
The Dynamics 365 Field Service business application helps organizations to provide better service to their customers through onsite service to customer locations. The Dynamics 365 module comprises applications for automating workflow, scheduling algorithms, and mobility to set up mobile workers for success when they’re onsite with customers fixing issues.
The Dynamics 365 Field Service application enables you to:
- Improve first-time fix rate
- Schedule more service calls for the technicians on a weekly and daily basis
- Manage follow-up work and take advantage of upselling and cross-selling opportunities
- Organize and track resolution of customer issues
- Communicate an accurate arrival time to customers
- Provide accurate account and equipment history to the field technician
- Keep customers updated with the status of their service call and when it’s resolved
- Avoid equipment downtime through preventative maintenance
At TeBS, we’ve worked with organizations across industries to transform their businesses with Microsoft Dynamics 365 Field Service.
Here are a few examples of our Microsoft Dynamics 365 Field Service implementations:
# Healthcare customer optimizes the therapist’s schedule
A charitable non-profit healthcare organization with a mission to empower people with disabilities of all ages to help them integrate into mainstream society was looking for an efficient way to schedule and optimize their therapists’ visits to their clients.
They run over 20 programs that encompass early intervention, therapy, vocational training, assistive technology, daycare, as well as educational, employment, and social service support, to serve people with physical, sensory, and learning disabilities.
They were specifically looking for an application for their Therapy Hub to support the need of case managers and therapists to provide a seamless experience to their clients. They wanted an efficient method of scheduling therapist visits to the client, their timesheet tracking to get a complete status on all the projects that they were running concurrently.
We helped to implement the Dynamics 365 suite of applications including Field Service as it had the scheduling applications, which could help to manage their therapists effectively, schedule their onsite appointments, and optimize their day plan by effectively mapping their route.
#A Non-Profit Organization digitizes their field service operations
A leading non-profit organization wanted an integrated digital platform that could help them to make value-based decisions supported by verifiable data, to manage their clients and programs & connect the right services for desired outcomes.
We proposed Dynamics 365 suite of applications to fulfill their end-to-end digital transformation needs and implemented a centralized system by creating a single repository of members, volunteers, beneficiaries, donors profiles, etc. This gave them a 360-degree view of the entire client base and family information with unified data from multiple agency touchpoints.
We implemented different modules of Dynamics 365 including Field Service, which helped them to effectively handle – Case & Counselling Management, counsellor scheduling, The implementation of Field Service module helped them to organize and optimize their counsellor and volunteer workforce, with rostering and timesheet features and profile management thus allowing them to assign the right volunteers to the right project.
How TeBS can support you in your field service needs
As a Microsoft Gold partner, TeBS has implemented Dynamics 365 projects across various industry verticals for field service organizations. Our experienced Microsoft team works closely with our clients to deliver Dynamics 365 for Field Service implementations that are tailored to their specific business needs.
TeBS is a trusted Microsoft gold partner and we have more than a decade of experience in implementing technology solutions. We are one of the most recognized and awarded Microsoft partner in Singapore and have won the award for Business applications- Dynamics 365 Customer Engagement. We bring deep techno-functional expertise and have dedicated Microsoft experts who have successfully implemented projects across multiple industry verticals.
Get in touch with us at [email protected] to discover how we can enable you to optimize your workforce and enhance their productivity using Microsoft 365 Field Service.
