With Microsoft Dynamics 365, your field service agents have a 360-degree view not only of the problem / question at hand, but also of the history of the consumer and access to insights from similar events in the past. The agent is not only able to quickly solve the current problem, but also provides a solution that addresses many related issues that may arise in future. In short, the entire organization contributes to the success of the field service team and the satisfaction of its customers.
See Microsoft Dynamics 365 for Field Service in action
Watch this short video to learn more about the Microsoft Dynamics 365 for Field Service and how it can help you run your business better.
With connectivity and access to relevant insights from across the organization, your customer service teamis able to quickly identify the issue and resolve it. The customer is kept fully informed about the problem-solving process. Your service agents are able to commit on realistic time-lines, offer better solution design and deliver a comprehensive solution resulting in customer delight!
Every organization has limited resources and they need to be optimally deployed. Microsoft Dynamics 365 keeps tabs on the resource availability(how much, what and where) at any given time. The system intelligently decides and deploys resources for the best resolution of a particular problem. For example if a ticket is raised by a consumer, the platform will dive deep into the organizational database and search for teams that have worked on similar issues and also keep in view the feedback/insights of the teams that have interacted with the particular consumer in the past.The automated system then assembles and deploys the team of field service agents best suited for the job, This ensures speedy and quality problem solving and minimizes the chances of escalation.
Enhance the Efficiency of Field Service Agents
Microsoft Dynamics 365 takes into account the existing workload on a field service agent before assigning a job. Over-burdened executives destroy value and even lose the customer. The platform optimizes workload while empowering field agents with key insights to quickly finish the job and deliver quality. Important cues like the best place to start, which parts can be easily resolved, suggested tools, whom to approach for what etc. are provided to the agents. This keeps the field agents focused and motivates them to go beyond the call of duty.
IoT for Preemptive Problem Solving
It is rightly said that ‘a problem is a problem until it is recognized’. Microsoft Dynamics 365 constantly monitors each and every process; the advanced diagnostic tools detect any evolving situation well before it becomes a problem. The intelligent platform triggers the self-resolution mechanism. Thus most of the time problems are nipped in the bud even without the user knowing it. However if this proves inadequate, then the system automatically prompts the user and the relevant teams. The platform also keeps tabs on overall health of the systems, it preemptively detects discrepancies and quarks that may become problematic in the near future. The self-resolution mechanism is automatically triggered if that is inadequate then the system raises a ticket.
Fosters Innovation and Adaption
The Microsoft Dynamics 365 platform has been designed to quickly adapt to any environment and to customize as per the individual need of any organization. At each level the platform provides the appropriate resources and allows enough space for individuals/teams to innovate and improvise. This innovation or improvisation is then spread across all levels as organizational learning. This helps leverage individual efforts and innovations for the benefit of the organization.
Economical and Scalable
The platform can expand or contract as per need. It follows internationally acceptable protocols hence there are no issues even if your operations transcend national boundaries. The cloud based delivery and deployment helps keep costs low.
The no-code visual editors and other tools are available to users to customize the application as per the individual requirement. This also makes it easy to deploy on the web and mobile apps. Since no coding is required and the tools are easy to use, the customers themselves can make the required modifications to suit their needs.
Simple and Secure
The Microsoft Dynamics 365 has been designed to be simple and secure. The platform aims to reduce the cost and complexity of operating a global infrastructure. Microsoft’s state-of-the-art data centers safeguard your data and ensure that it is accessible only to those who are authorized you.
AI and Machine Learning
The platform uses AI to generate key insights that are critical for the success of the field service teams. These are made accessible to each member at the right time and place. The Omni channel operability of the platform enables it to connect the consumer touch point i.e. the service agent with each and every department. This transforms each customer interaction of the field service team from a mere transaction to an organization-wide mission to deliver a superior experience, at every given opportunity.