With Dynamics 365 Field Service, Microsoft has added yet another specialized tool set for companies whose business operations require their staff to do a lot of work at client locations. With this software, companies can improve how they organize, prioritize, and continuously evolve their field operations. This helps the organization become more efficient in the use of resources, staff, and also makes for a more positive customer experience with their services. It also makes it easier for field workers to fulfill their duties, resulting in greater job satisfaction.
In this article, we go over Dynamics 365 Field Service, we cover its benefits, the features it offers, and take a look at current pricing options.
Dynamics 365 Field Service Features
At a basic level there are a number of features that enable users to perform their functions on the platform.
Work orders tab includes the details that communicate a client’s needs at their location so that field technicians assigned to the case know what work needs to be done.
The module also has the ability to track assets and equipment at customer locations with optional reminders for additional service requirements, such as equipment maintenance and servicing.
You can also take advantage of features for enhancing communication between teams in the field, managers overseeing operations, and the clients.
The module has tools for scheduling, routing, and features that are used to coordinate the use of resources and equipment, visually display appointments and their locations, and ensure the appropriate personnel are assigned to tasks.
The module also has tools for billing customers after products or services are delivered.
The platform includes a mobile app that can be used to access information that is critical in the field. Technicians can refer to their mobile devices while they are in the field for real-time updates to tasks and scheduling information.
Inventory management is also provided for in software. So it is easy to track whether or not purchase orders have been completed and fulfilled. The software also provides data for product returns.
Time tracking enables managers to see how workers are managing their time out in the field, with reports on what activities they are allocating time to. Analysis of such data can provide deeper insight into ways of optimizing operations.
There are also analytics for important metrics that help you gauge how well orders are being handled to assist you with improving scheduling, and to help communication with clients.
Dynamics 365 Field Service has a range of role-based features that enable different members of your organization to carry out their tasks in the field.
For example, using a browser, customer service agents can look at incoming requests and determine in what order they should be addressed. They can then create work orders based on priority.
For service managers, there are various metrics and statistics that provide them with insight into the quality of service delivery. With these metrics, they can make the necessary adjustments and improvements. Service managers also access the application mainly using a browser.
Dispatchers can access work orders and match them to available resources using a web browser. There is also the option, through an add-in, of applying automation and optimization to various processes.
Once work orders have been assigned, field technicians can access them using mobile devices and carry out the required services at the customer’s location.
To support and ensure smooth field operations, inventory needs must be managed so that field technicians always have the necessary resources to carry out their tasks. Inventory managers are able to do this in a streamlined process.
Benefits of Dynamics 365 Field Service
The Microsoft Field Service management module carries on the Dynamics 365 theme of enhancing business operations by lightening the load of daily management tasks so that staff can focus on better service delivery. Automation of processes, synchronization of data, and the enhancement of communication, these are well within the Dynamics 365 toolset. For this particular module, they have all been tweaked to support teams out in the field.
On balance, the software is a package that offers compelling benefits, but as many reviews will show you, it is not without its criticisms.
Field Service Pros and Cons
Synchronized field operations: With all team members working off one synced platform, operational efficiency is enhanced, and service delivery improves.
Automated Documentation: Electronic operations mean that data is stored and organized behind the scenes so that employees can focus on work and easily reference it as and when required.
Better Customer Service: Helpful tools like automated notifications and reminders make life easier for the customer and result in greater customer satisfaction, helping you build a competitive advantage for your brand.
Customization: Field Service can be changed to suit your needs and tailored better to your particular operations
Learning Curve: Ease of use comes after a while. The user interface can get a little disorienting for first timers, so there have been complaints about the complexity of the UI..
Limited Mobile Functionality: The MS Field Service’s mobile app does not offer the full range of functions available to desktop users. Though some might argue that it still provides the essentials necessary for field workers.
Dynamics 365 Field Service Pricing Plans
The current Microsoft Dynamics 365 field service package has only one pricing plan with the price of $95 per user/month.
The benefits of CRMs are well-documented. They are being used by businesses the world over to improve business processes within their workflows, enhance efficiency and build a competitive advantage over rivals. With this addition to the Dynamics 365 arsenal, companies whose operations involve a lot of field work can take their service delivery to the next level and improve not just the customer experience, but that of the staff responsible for service delivery as well.