Dynamics 365 Field Service: How It Helps to Improve Efficiency and Customer Service

Field Service Management software enables an organization that has a mobile workforce team to service its customers to improve its operational efficiency and enhance the customer experience. In this article, we will discuss how the Microsoft Dynamics 365 Field Service solution can be a great option for such enterprises. Though it is possible to deploy Dynamics 365 Field Service as a separate solution, it is best to integrate it with Dynamics CRM and ERP solutions to achieve the desired outcomes.

D365 Field Service helps improve efficiency and customer service by:

#1: Optimizing Scheduling and Dispatch

It helps companies accurately and effectively assign off-site jobs to field team members by taking into consideration the skill sets of each field worker, their present schedule, their location, and the needs of each customer. Dynamics 365 Field Service offers this functionality via its schedule board, and its AI scheduling system displays the required information and provides recommendations.

#2: Enabling Self-Scheduling

Dynamics 365 Field Service’s new self-scheduling feature allows customers to schedule their appointments online. They don’t even have to talk to a customer service representative. This contributes to improving the customer experience and saves time for businesses. System Admins or Dynamics Partner companies that work with them can easily set up this feature.

#3: Tracking the ‘First-Time-Fix’ Rates

The “first-time-fix” rate indicates the ability of a field worker to solve a problem on the first attempt and without getting additional help. Improving this rate makes customers happy and helps businesses reduce their service call costs. The Dynamics 365 Field Service solution allows companies to access this information from a centralized database.

#4: Maintaining Customer Service History

Maintaining a customer service history allows organizations to see exactly what issues their field workers dealt with during a service call. This will help field workers understand what they have to do if the issue recurs. In the case of the Dynamics 365 Field Service solution, it stores data from past visits and allows field workers to access them on their mobile devices.

#5: Generating Accurate Service Reports

It is important to generate accurate service reports as it enhances client satisfaction and helps service team members prepare well for follow-up calls. The Dynamics 365 Field Service module makes this happen through the mobile app. It enables technicians to access the report from their mobile devices.

#6: Improving Safety and Compliance

Businesses need to ensure that their field workers are following all prescribed safety and compliance laws and regulations. The Microsoft Partner chosen by an organization for the implementation of the Dynamics 365 Field Service solution can easily set up reminders and create safety forms for field workers and compliance reports for managers.

Apart from the above, Dynamics 365 Field Service software can automate the management of Service-Level Agreements (SLAs) and enable proactive maintenance via IoT, which helps organizations detect problems even before customers come to know of them. This way, D365 Field Service helps organizations improve both operational efficiency and customer service.

About Zerone Hi Tech

Zerone Hi Tech is one of the leading Microsoft Partners and systems integration service providers in Qatar. Zerone does much more than just the deployment of the Field Service software. The company will provide training to your staff members and ensure user adoption, advice on future technology investments, and customer support over the years.