The role of Field Service in Dynamics 365
AlfaPeople |
Mar 15, 2017

The role of Field Service in Dynamics 365

[fusion_builder_container hundred_percent=”yes” overflow=”visible” admin_toggled=”yes”][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none” last=”no” hover_type=”none” link=”” border_position=”all”][fusion_text]

Overview

With the official release of Dynamics 365 in November 2016, Microsoft took a leap forward covering popular business processes that, up to that point, were only possible through third-party verticalized solutions.

One of those processes is Field Service, which contemplates everything necessary to manage a mobile workforce that delivers products and services at the customer’s location. Among the typical industries with Field Service processes we can list:

  • Telecommunications, wired or wireless;
  • Health, like home care and alike;
  • Engineering and complex manufacturing, where scheduled and preventive maintenance is important;
  • Energy and transmission;
  • Property or installation maintenance.

As a matter of fact, the list is extensive and the number of involved collaborators is also big, since, during the service, most of the times at least one technician is required to handle each incident or work order.

Curiously, this is a market unexplored by the software industry, which only handles it in a fragmented way. According to a Gartner study, the solution reach is about 25%, and this market has a two-digit growth. The most popular solutions are those offered by traditional ERP (SAP, Oracle, IFS) or specialized systems (ClickSoftware).

So what would be the value proposal of Microsoft to this market?

Microsoft’s take – Dynamics 365 Field Service

In July 2016 Microsoft announced the acquisition of FieldOne Systems LLC, a prominent Field Service solution of the “specialized” category. The solution was already wide-reaching, offering work order management, automated scheduling, contracts and assets, inventory and purchase control, workflows and a robust mobile solution. In less than a year, the solution was totally absorbed by the Dynamics 365 platform and the definitive offer was established, fully integrated with the existing Sales, Marketing, Services and Projects modules.

Analyzing in terms of functional blocks of Field Service, we can list the main competitive differentials offered by the new Dynamics 365 Field Service:[/fusion_text][/fusion_builder_column][fusion_builder_column type=”1_1″ layout=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none” last=”no” hover_type=”none” link=”” border_position=”all”][fusion_content_boxes settings_lvl=”parent” layout=”clean-horizontal” columns=”2″ icon_align=”left” title_size=”” title_color=”#ea2419″ body_color=”#444444″ backgroundcolor=”#efefef” icon_circle=”yes” icon_circle_radius=”round” iconcolor=”#ffffff” circlecolor=”#ea2419″ circlebordercolor=”#ea2419″ circlebordersize=”0px” outercirclebordercolor=”#ffffff” outercirclebordersize=”0px” icon_size=”” icon_hover_type=”pulsate” hover_accent_color=”#ea2419″ link_type=”” link_area=”” link_target=”” animation_delay=”” animation_offset=”” animation_type=”0″ animation_direction=”left” animation_speed=”0.1″ margin_top=”” margin_bottom=”” class=”” id=””][fusion_content_box title=”Customer Management” icon=”” backgroundcolor=”” iconcolor=”” circlecolor=”” circlebordercolor=”” circlebordersize=”” outercirclebordercolor=”” outercirclebordersize=”” iconrotate=”” iconspin=”no” image=”” image_max_width=”35″ image_height=”35″ link=”” linktext=”” link_target=”_self” animation_type=”” animation_direction=”” animation_speed=””]

  • Dynamics 365 offers an already centralized base register with Accounts, Contacts and relationship information, which supports all the other modules. As such, the need to integrate with another system is removed;
  • Any data updated during the service is immediately reflected in the unified information, or, in inverse order, any restriction that may exist in the customer profile is reflected in the Field Service system.

[/fusion_content_box][fusion_content_box title=”Work Order Management” icon=”” backgroundcolor=”” iconcolor=”” circlecolor=”” circlebordercolor=”” circlebordersize=”” outercirclebordercolor=”” outercirclebordersize=”” iconrotate=”” iconspin=”no” image=”” image_max_width=”35″ image_height=”35″ link=”” linktext=”” link_target=”_self” animation_type=”” animation_direction=”” animation_speed=””]

  • Work orders are natively related to incidents reported to the Call Center or to the commercial team;
  • The SLA control is centralized – there is no interruption in the quality control from the incident opening to its full conclusion;
  • Azure Hub IoT (Internet of Things) offers the possibility to the customer’s very asset to indicate the need for repair and maintenance, with the automated emission of the work order.

[/fusion_content_box][fusion_content_box title=”Scheduling and Dispatch” icon=”” backgroundcolor=”” iconcolor=”” circlecolor=”” circlebordercolor=”” circlebordersize=”” outercirclebordercolor=”” outercirclebordersize=”” iconrotate=”” iconspin=”no” image=”” image_max_width=”35″ image_height=”35″ link=”” linktext=”” link_target=”_self” animation_type=”” animation_direction=”” animation_speed=””]

  • All scheduling is integrated with Microsoft Outlook, removing the need to offer a “parallel” schedule to technicians;
  • The same is true for tasks: the service checklists are integrated to the tasks of Microsoft Outlook;
  • Technician routing and geographic control of technical centers, replacement warehouses, among others, integrated with Bing, offering world-class service with no additional cost.

[/fusion_content_box][fusion_content_box title=”Mobility” icon=”” backgroundcolor=”” iconcolor=”” circlecolor=”” circlebordercolor=”” circlebordersize=”” outercirclebordercolor=”” outercirclebordersize=”” iconrotate=”” iconspin=”no” image=”” image_max_width=”35″ image_height=”35″ link=”” linktext=”” link_target=”_self” animation_type=”” animation_direction=”” animation_speed=””]

  • Custom app, with complete offline support, and Microsoft look and feel;
  • The management of the apps and devices, as well as their customization, is centralized in the Administration module of Dynamics 365;
  • Administrators can concentrate all management of mobile devices in a single place, be it for Sales, Service, Project Services or Field Service;
  • It’s possible to meet specific requirements developing new apps through Microsoft PowerApps.

[/fusion_content_box][fusion_content_box title=”Inventory Management” icon=”” backgroundcolor=”” iconcolor=”” circlecolor=”” circlebordercolor=”” circlebordersize=”” outercirclebordercolor=”” outercirclebordersize=”” iconrotate=”” iconspin=”no” image=”” image_max_width=”35″ image_height=”35″ link=”” linktext=”” link_target=”_self” animation_type=”” animation_direction=”” animation_speed=””]

  • Native integration with Dynamics 365 for Operations (ERP) offers greater precision and efficiency while managing inventory;
  • Item usage and the need for reposition during service is quickly reflected in the back-office.

[/fusion_content_box][fusion_content_box title=”Analysis and integration” icon=”” backgroundcolor=”” iconcolor=”” circlecolor=”” circlebordercolor=”” circlebordersize=”” outercirclebordercolor=”” outercirclebordersize=”” iconrotate=”” iconspin=”no” image=”” image_max_width=”35″ image_height=”35″ link=”” linktext=”” link_target=”_self” animation_type=”” animation_direction=”” animation_speed=””]

  • Native integration with Microsoft Power BI, the isolated market leader in Business Intelligence;
  • Use of panels, charts, reports, advanced finds and all the resources available in the Dynamics 365 suite;
  • Integration with Azure Machine Learning and Cortana Analytics for predictive analysis and artificial intelligence to optimize work order management.

[/fusion_content_box][/fusion_content_boxes][fusion_text]Call us and get to know this incredible Microsoft solution, especially if you’re already a Dynamics 365 client! We’re waiting for your contact.[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]