Is your company ready for Connected Field Service?

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Seven reasons to embrace Connected Field Service

Connected Field Service empowers companies to deliver predictive and proactive service to improve customer satisfaction, first time fix rates, and resource productivity through advanced scheduling, resource optimization, and mobile enablement capabilities.

Reduce the number of customer complaintsCustomers want more, better and faster. Service needs to be extremely customer-focused, personal and a solid relationship must be established. The number of complaints must be reduced by improving the relationship and by giving the customer real-time insight into the planning (Customer Engagement).

Minimalize operational inefficiencies Opportunities for improvement are often missed when insight into the process is limited. When an issue in the process is noticed, it is often difficult to localize the exact point of the process that caused the issue or how to improve the problem without interrupting the entire process. The most optimal circumstance is when there is clear insight into all processes throughout the organization.

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Plan field service efficiently Automating your processes and leveraging optimized scheduling functions, allows you to make the best use of resources and to meet service-level agreements. Without automation, there are often long waiting times between appointments and field service resources have inefficient travel times, causing costs and CO2 emissions to increase. Such automation meets customers’ needs, enabling them to plan visit appointments 24/7 in an efficient way.

Be clear on who manages the planning This is often a difficult matter within businesses. Do the engineers carry out their own planning? Is planning centralized? Or can these options be combined? Combining the needs of the engineer, customer and the business is the best way to manage planning.

Create an annual service plan with easeSometimes, having minimal insight into fixed contract agreements and ad-hoc work delivered by employees, can make annual planning challenging. The ideal situation would be to automatically create an annual plan in which contract agreements and potential ad-hoc work are combined easily.

Ensure up-to-date insight in the planning stage When there are last minute changes in times or routes during the workday, confusion can occur and mistakes can easily be made and/or appointments can be missed. Adding a route optimization function to the existing planning board is an ideal solution.

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Guarantee quality of subcontractorsIf there is no insight into the quality of service delivered by subcontractors to your customers, there is no way of finding out if there is an issue. There will be no chance to resolve it in order to ensure future improvement. A service provider needs to be clear and confident on the quality of work provided by their subcontractors.

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Connected Field Service can transform an organization by automating time consuming tasks for scheduling, completing and billing on-site work by optimizing daily schedules, and delivering strong, consistent customer interactions.

Customer dashboard The more data you collect about your cus-tomers, the more insight you have about what they want. However, today’s customers are protective about their data and don’t hand it over lightly. You need to offer customers something valuable in exchange for this data. For example, the customer could benefit from real-time insight into the location of the field service engineer and the exact time they will arrive on-site. Customers are also interested in receiving details about the effect of the last maintenance. When the customer is provided with a dashboard giving them this type of information, they will be more willing to share

their data with your company, thus strength-ening your relationship with them. You will be able to see and predict trends and use the information to drive more business.

Preventative maintenance The possibilities are now endless. In the past, installation, service and maintenance companies based their business model on breakdown situations on a time and materials basis. Today’s customers want their appliances to be completely supported, no matter what, with preventative maintenance and performance contracts in place. Now that real-time insights into the status of the appliances at the customer site is available, preventative maintenance can be applied. This means that suppliers can now see what an appliance needs, whether it be a new part or if a breakdown is imminent based on the intelligent information that the appliance provides. Preventative maintenance plays a huge role.

When Machine Learning data is traded, the appliance or a part of the appliance can indicate when it needs to be replaced. In this case, an automatic appointment can be scheduled with a field service engineer with the right skills to solve the issue before the customer is affected by the problem.

Connected Field Service offers opportunities

Connected Field Service offers insightTo get insight into opportunities, an integrated Field Service solution is essential. Information regarding all processes is key. It is of great importance for technical service providers to have a Field Service solution that works seamlessly with business-critical systems. Using Field Service, you optimize the guidance of your engineers that work in the field. How do you make sure that the right engineer with the right skills is at the right place at the right time and has the right information available to them?

You have realtime insight into business processes

You can make faster and better decisions based on data

This allows simpler control of business processes

This allows timely adjustments to achieve organizational

goals

The answers to two important questions

HSO’s experience in implementing Microsoft Dynamics 365 Field Service at service providers has given us unique insight into the most frequently asked questions regarding Field Service. We come across the following two questions most often.

More efficient processes are achieved by using an Omni-Channel solution in which your customers are supported via self-service con-cepts, guided service or on-site service. This results in a cost-effective approach combined with an optimal customer experience. A trend originating from the customer’s perspective is the “uberisation” of people and services. This means that there is a continuous search for

more efficient alternatives. By using Machine Learning, planning can be optimised and problem analysis can be automated.

Planning of people for projects are centrally transparent throughout a business unit or the entire organisation. This enables the planner to find the right person in the right place and to have real-time insight into their availability.

How does using Field Service create more efficiency?

How do I ensure that the right information goes into one master data management system?

When using the common data model in Microsoft Dynamics 365, you save all core information such as customer and product data in a central place and have access to

this data in multiple applications within the 365 suite. Using an app, you can also query sources such as product catalogues as master data. Think of a catalogue from a manufacturer

or a spare parts catalogue that can be linked to your equipment.

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“We can monitor and manage all the phases of a contract much better. This has resulted in our customers enjoying services that are improved, more organized and quicker.”

DUNCAN GREEN, FINANCIAL DIRECTOR, NORLAND

inventory, guarantees, KPI’s and reports, customer and sub-contractor portals, mobility, SLA’s, optimisation of routes, service contracts, RMA/RTV etc.

The Ideal SolutionMicrosoft Dynamics 365’s Field Service solution offers the answer to the most prominent challenges faced by service providers. It is a platform suitable for service management that focuses on planning, time-registration and resources, service delivery,

Service agreements

Operations Technicians Customers

Schedule & dispatch

Inventory management

Mobile Connected Field Service

Customer-centric experience

Microsoft Dynamics 365 for Field Service

Optimize travel time; save on fuel and maintenance.

Increased capacity to handle more service calls; you can handle more calls per week increasing turnover and lowering costs.

Decrease your ecological footprint; less pollution by way of more efficient routes and less use of paper.

Predict arrival times of engineers more efficiently; prevent wasted time, increase customer satisfaction and handle exceptions in realtime.

Are you interested in Field Service or would you like to know more about Microsoft Dynamics 365 for service providers? Please do not hesitate to contact us at info-usa@hso.com. We look forward to assisting you.

Advantages

www.hso.com

About HSO HSO has been a Microsoft Solution Integrator since 1989, throughout the years HSO has become a successful ICT-organization with more than 550 employees with locations in Europe, North-America and Asia. HSO supports local and international organizations in the retail, wholesale and manufacturing industry as well as service providers to make the difference with digital technology. Microsoft Dynamics 365 is the foundation used to accomplish this. Microsoft Dynamics 365 is the complete platform for CRM, ERP, Office 365 and BI-software. HSO implements, optimizes, manages the support of these cloud solutions. HSO is a member of the Microsoft Dynamics Inner Circle and has proudly been named ‘Microsoft’s most customer-focused partner.’ For more information about HSO please visit our website www.hso.com/us

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