MICROSOFT DYNAMICS 365 FOR FIELD SERVICE

Increase customer satisfaction with intelligent scheduling, native mobile support, and remote asset monitoring to help you get the job done right the first time.

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Master the service call

Optimise your scheduling – automatically optimise schedules, reallocate resources quickly during escalations, improve first-time fix rates, and simplify dispatching for field service companies.

Equip your mobile workforce – provide real-time customer insights and guidance, use barcode and RFID readers, and process work orders from mobile apps.

Profit from predictive services – go from a traditional break-fix repair model to never-fail service model by integrating Internet of Things (IoT). Automate troubleshooting and remote fixes so a technician is dispatched only when necessary.

Marketing CRM

Optimised scheduling

Get the right resources to the right place at the right time

Optimise your field service management. Organise people and equipment with flexible scheduling options to accommodate both customer service representative and dispatcher workflows – including more precise appointment scheduling – so it’s easy to fit more appointments into the day.

  • Easily schedule resources manually, with recommendations, or automatically.
  • Identify and organise available field service resources by category to create a smarter workload and resource balance.
  • Match skill sets of the technician against the work requirements.
  • Take geography, availability, van inventory, regulatory requirements, customer preference, and service level agreement into account.

Contract management

Increase customer satisfaction and account for all service revenue

Make it easier to manage and maintain the accuracy of service contracts and installed products across customers and locations using field service management software. With more visibility into contract information, you drive faster, more accurate billing while helping field service teams identify new sales opportunities to drive additional revenue.

  • Use recurring service templates to pull in work schedules and pricing to simplify the quoting process.
  • Manage recurring service appointment with flexible billing options.
  • Win more business by proactively engaging leads from contract to contract.
Service CRM
Social CRM

Store management

Have the right resources on every call

Manage inventory updates and stock history across locations, including warehouses, depots, and trucks. Real-time updates mean your stock is always accurate, so you can better track your service stock for fewer write-offs, and create better forecasts.

  •  Improve first-time fix rates with accurate allocation parts.
  • Manage inventory information for any part of the transaction, including return material authorisations, stock adjustments, and stock transfer.
  • Track service stock accurately at mobile or fixed locations to reduce write-offs.
  • Effectively forecast materials’ requirements.

Mobile productivity

Improve field processes and technician productivity

Provide native mobile applications with real-time and offline data. No matter which device they use, your technicians can view the customer information and guidance they need when they need it.

  • Offer your technicians access to a full 360-degree view of customer and case history.
  • Improve work consistency and first-time fix rates by offering technicians step-by-step guidance.
  • Provide mobile workers with a multiday calendar of work order details that can be dynamically changed and managed.
  • Link work orders to customer and case history, product configuration installations, parts information, and pricing.
Social CRM
Social CRM

Connected field service

Lower costs by dispatching technicians only when needed

Detect, troubleshoot, and resolve issues remotely with Internet of Things connected devices. See problems before customers even know about them and attempt to solve them remotely so your technicians are only sent when necessary.

  • Simple to configure and connect both new and existing customer assets
  • Decrease number of repair appointments by dispatching fewer technicians.
  • Identify underperforming products by using field service software to look at aggregate device data.
  • Perform just-in-time preventative maintenance by understanding actual consumption.

Customer communications

Put your customers at the centre of every interaction

Deliver an end-to-end customer-centric experience. With Dynamics 365, field service companies can keep customers informed, make communication easier, and ensure they have positive interactions at every step of the service chain.

  • Enable customer to see upcoming service appointments and view completed and open cases through a customer portal.
  • Send the real-time location of technicians to customers, along with the arrival times, photo, and vehicle information.
  • Keep customers informed at each step of the process with automated text messages and phone calls.
  • Automatically escalate customer feedback for follow up when needed.
Social CRM
Felicity Sutton, CRM Manager
“Crimson’s straightforward approach has ensured successful adoption.”Felicity Sutton, CRM Manager

Get the most from your investment in Microsoft Dynamics 365

As an established Microsoft Gold Partner that’s part of the $1B global Harvey Nash Group, Crimson gives you the confidence to move forward with your project.

Establish the business case to win hearts and minds

Our team can help you clarify and focus your goals, help you get buy-in to your project, and gain the proactive support of your peers.

Rapid prototyping that unlocks value

Say goodbye to big bang, risky projects. Crimson quickly builds prototypes so your team can begin realising the opportunity sooner.

Bite-sized project approach that drives user adoption

We break up larger projects into smaller chunks. We get your users involved so they feel part of the process, while still juggling their day job.

Accelerators that get you there sooner

Crimson has industry-specific and cross-industry processes that minimise software development time and help you squeeze more from your investment.

Discover what Microsoft Dynamics CRM can mean to you with Assess to Progress

Crimson unites people, processes and technology, unlocking the value of technology investments. We invite you to apply for Crimson’s Assess to Progress workshop, where you get to evaluate how Microsoft Dynamics CRM could add value to your organisation.