For field service, resource management, service scheduling and route automation, the Microsoft Field Service Management (FSM) solution is an additional feature of the Microsoft Dynamics CRM. It helps companies to efficiently and effectively manage a geographically distributed field workforce, so customers can benefit from the best service standards.
FSM allows field service teams and technicians to deliver positive and memorable experiences to customers. Teams can count with a simple and intuitive tool for resource scheduling, customer record access and workflow management. Its journey, as well as the customer journey, starts by sending the right company representative, with the right skills, flexibility to adjust to the work routine and the ability to adapt to changes and emergency situations. Once arriving at the location, the agent can access, through any wireless device, the history of incidents and customer information and an integrated knowledge base, as well as other tools related to the tasks that are specific to the field customer support service. Field agents can safely register finished jobs and access real-time KPIs so they, and their teams, can stay focused on achieving the best possible results.
Three benefits of the FSM solution:
- Companies can provide field service teams with reliable information, that can be accessed quickly and easily, so they can deliver a high-quality service.
- 2. Efficient and organised field service management helps increase the solution rate from the very first visit and keep operation costs low. In turn, this leads to greater productivity, increased revenue, reduced costs and can help companies improve their overall competitive advantage.
- 3. The management and coordination of resources are improved, thanks to real-time scheduling, complete vision of each customer and their data and the possibility of eliminating field documents.
With FSM, clients can improve and better manage all service delivery areas, including appointments, service order information, follow-ups, upsells and cross-selling opportunities and maintenance agreements.
Field service teams can use a wide range of features, including: