Dynamics Service Management - Microsoft Azure · 2015. 10. 1. · • Graphical scheduling based on...
Transcript of Dynamics Service Management - Microsoft Azure · 2015. 10. 1. · • Graphical scheduling based on...
for Microsoft Dynamics 365 for Finance and Operations
Dynamics Service Management
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Content
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Introduction 4
Service & Installed Base 5
Service Objects 6
Service Contracts 7
Call Centre Support 8
Dispatching and Resource Scheduling 10
Quick Overview 11
Maximize First-Time Fix Percentage & increase Service Engineer Productivity
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Increase service revenue creation
and cost containment
Increase contribution of service to
total company results
Improve service operational
performance and efficiency
Increase percentage installed base
under service contract
Improve levels of customer
satisfaction and retention
Enhance competitive market
differentiation
Increase in workforce productivity
and first-time fix percentage
Benefits
In challenging economic and competitive climates, it is easy to view service as a cost center.
Companies sometimes even decide to cut back the tools and infrastructure necessary to support
the growth of the service business.
To meet customer demands with the field
service organization, companies must ensure
that the right technician gets in front of the
customer at the right time and the right parts
to provide the result of issue resolution.
The best service organizations have taken the
next step in scheduling. They have evolved
from reactive scheduling to predictive fore-
casting. This pro-active service not only
prevents more assets from breaking down,
but it also shows the customer that they are
essential. The customer relationship does not
end with responding to a customer problem.
Resolution is imperative in meeting Service
Level Agreements with customers and main-
taining a healthy partnership.
Dynamics Service Management provides you
with the critical functionality to manage your
service business and supports you in realizing
and improving your customer satisfaction
level.
Introducing Dynamics Service Management
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Service & Installed Base
Many customers worldwide rely on Dynamics
Service Management to support their daily
service business processes. Dynamics Service
Management supports your service organi-
zation featuring complaints and warranty,
repairs and periodic maintenance.
At the same time, you have direct access
to all the data you need regarding service
objects, resources, contract and logistics.
Dynamics Service Management is fully inte-
grated with the Microsoft Dynamics 365 for
Finance and Operations enabling handling
service requests & initiating service acti-
vities both from a financial and a logistics
perspective.
It is based on Microsoft Dynamics Lifecycle
Services including data packages to upload
master data and best practice business
processes as well as supported by task
recordings.
Installed Base
Service is all about knowing your customer,
in order to increase customer intimacy
and customer satisfaction it all starts with
keeping track of the customer installed base.
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Providing service is always related to the
installed base of the customer, also known
as service objects. These service objects can
vary from a single object to a complicated
installation consisting of many objects and
components in a flexible multi-level ‘as main-
tained’ structure.
Dynamics Service Management offers you
several ways to register these objects related
to the service you want to provide including
a graphical object builder for the complex
structures.
The object master file is also the single
source of information regarding historic
operational and financial information.
Service Objects
Service is all about knowing your
customer, in order to increase
customer intimacy and customer
satisfaction it all starts with keeping
track of the customer installed base.
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Service Contracts
In today’s service focused world, requi-
rements regarding service level’s and
term & conditions need to be more and
more flexible, and customer focused.
Service Management offers you the tools
to support these increasing demands with
the service contract functionality. Whether
you require contract templates to simplify
and standardize your service contracts
or fully flexible contracts that you can
build from scratch, it is all possible. The
service contract functionality allows you to
define the terms & conditions including service
level definitions, service level agreements, peri-
odic invoicing and preventative maintenance.
From the moment you start setting up the
contract proposal to the moment you want to
evaluate the contract performance during or
after the contract, you can use views such as
the service contract cockpit view to analyze
different phases of your contract lifecycle.
Day-to-Day Process
In the daily service process, it is all about
registering your customer request and dispat-
ching the right engineer to the right place
improving your first-time fix percentage and
improving customer satisfaction. Dynamics
Service Management supports the field
service processes as well as the processes
required for the workshop repair process.
Service Contracts
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Call Centre Support
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The process starts with registering the
customer’s request using the service call
functionality. The service calls allow you
not only to log the service request from the
customer but also provide direct feedback to
the customer about their warranty and appli-
cable contract. Together with the information
regarding the previous service calls you can
increase customer intimacy.
You can route the service calls and if needed
additional work can be identified to be
carried out by the service team. Any change
in flow-related data is recorded in the service
call history. This allows for extensive and
detailed service call fulfillment analysis.
Based on the agreed terms & conditions and
determined severity the appropriate service
level agreement will be applied ensuring that
your organization responds within the agreed
timeframe.
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“ Dynamics Service Managament continues to be the best fit for GEA’s requirements.” Patrick Gmelig, CIO GEA Refrigeration Technologies
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The service call is the first step in the
day-to-day process. Once the service call is
created the next step in the process starts
with the creation of a service task.
For this process, you can use ‘event codes’ to
identify pre-defined work packages, which
can forecast default hours, (spare-) parts,
checklists and revenue codes (for service
items) to it. While creating the service task,
the applicable terms and conditions will be
automatically applied to make sure that
work that is covered by a contract is marked
as non-invoiceable.
Assigning the service task to the right person
can be done by using the graphical schedu-
ling overview. In this screen, you will have
a direct view of your resource availability,
open tasks including their severity and insight
into whether the required spare parts are
available. With a simple drag and drop action
from the planner, tasks can be scheduled
to the available resource. While planning,
Dynamics Service Management will help you
determine whether the resource has the skills,
requirements and or certificates as required
by the customer.
Once all the work is completed, the cost
or revenue will be posted against both
the service object as the service call, and
depending on the terms and conditions, the
customer will receive an invoice.
Dispatching and Resource Scheduling
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Objects / Sub-objects
• Graphical object builder
• Automatic creation of objects/contracts from
sales lines
• Full financial/logistic service history
• Maintenance of hierarchical object structures
• Planned maintenance, based on time or usage
volume
• Enhance warranty management
Service Contracts
• Contract quotations/confirmations
• Independent invoice schedule
• Flexible project integration
• Preventive maintenance schedule per contract
• Invoice scheduling per contract
• Request handling template with SLA specifica-
tion coverage components
• Financially integrated with projects without
overhead
• Invoicing in advance with automatic revenue
recognition
Service Calls / Tasks / Scheduling
• Standard and simplified helpdesk screen for
registering
• Flexible request-status schema including SLA
deadlines per status
• Monitoring progress and status
• Complaint classification, crediting
• Task creation based on pre-defined work
packages
• Forecasted versus realized information
• Graphical planning with drag and drop
functionality
• Graphical scheduling based on skills, require-
ments and certificates
• Support for field service and in-house repair
Overview and Analysis
• Standard and user defined queries
• Standard and user defined reports
• Financial cockpit overviews
Prerequisite
• Microsoft Dynamics 365 for Finance and
Operations
Dynamics Service Management: a quick overview
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We are happy to advise you which solution or
technology is the best fit for your specific needs. Our
standard Dynamics Apps are available on Microsoft
AppSource and are sold, implemented and supported
worldwide by our industry experts and strategic
partners. Please feel free to contact us.
We appreciate your interest!
Want to know more? Contact HSO Innovation
Contact information
T +31 (0)318 507 800
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Newtonstraat 27 | 3902 HP Veenendaal | T +31 (0)318 507 800 | [email protected]
HSO is a successful technology integrator with more than 650 employees and offices in North America, Europe, and Asia. HSO Innovation, as part of the HSO Group, offers new ways using new technology, new applications, new processes, and new approaches to assist our clients in becoming digital leaders in their industry. We deliver industry innovation by offering standard Dynamics Apps integrated with Microsoft Dynamics 365 and solutions and services using Microsoft Azure, Microsoft 365 and SharePoint. HSO Innovation combines this with the delivery of technology innovation services and services innovation. Our standard Dynamics Apps are available on Microsoft AppSource and are sold, implemented and supported worldwide by our industry experts and strategic partners. Our innovative solutions and premier services are based on best practices developed over the years working directly with our customers across diverse industries and verticals. For more information visit: www.hso.com/innovation
1500Projects
13Offices
650Employees
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