Increase your efficiency and customer satisfaction with Dynamics 365 Field Service

By Randa Sabbah and Dag-Andre Lundeby

 

Microsoft Dynamics 365 Field Service is part of the Dynamics 365 platform that helps companies manage and optimise internal and external tasks, especially those that require field work.

 

And that includes tasks such as installation, maintenance, repair and inspection of equipment and machinery. The solution improves equipment maintenance and performance while increasing customer satisfaction through better planning and resource optimisation, key features of Dynamics 365 Field Service will be highlighted in particular.

 

1. Work order management
   Dynamics 365 Field Service makes it easy to create and manage work orders. Tasks can be assigned, tracked and scheduled in real-time, giving technicians the information they need directly on their mobile devices. This feature also allows for better coordination between frontline workers, back office and other teams, reducing errors and improving overall workflow.
2. Resource optimisation
   One of the most valuable features of Dynamics 365 Field Service is resource optimisation. This enables companies to reduce costs by scheduling both staff and equipment more efficiently. Using AI-based algorithms, the system can automatically suggest the best technician for the job based on skills, location and availability, ensuring tasks are completed quickly and efficiently.

 

Having looked at the key features of Dynamics 365 Field Service, we can now see how these features are used in actual examples. This will help illustrate how companies can benefit from the application in reality.

 

How to use Dynamics 365 Field Service

 

Case 1: Upgrade from legacy systems

One of our manufacturing industry customers, using a legacy Navision solution with a custom-built application for managing field service activities, was having problems managing ad hoc tasks and dispatching technicians. Lack of data insight and poor communication between the production team, administration and technicians on the road exacerbated the situation.

 

The implementation of Microsoft Dynamics 365 Field Service together with Microsoft Dynamics 365 Business Central will solve the company's problems by completely automating work order management, which will ensure more efficient handling of tasks and reduced manual processes. Scheduling and dispatching of technicians will also be optimised so that the right people are assigned to the right tasks at the most appropriate time.

 

Access to data for technicians will also be improved by mobile devices, enabling them to get the information they need wherever they are. The solution also ensures seamless integration of data with Microsoft Dynamics 365 Business Central, which will provide a more coherent and efficient data flow across systems.

 

Finally, inventory management will be greatly improved thanks to the system's built-in features that provide more precise inventory control.

 

Case 2: Effective Asset Management in the field

Another of our customers in the manufacturing industry integrated Dynamics 365 Field Service with their finance and operations systems (Dynamics 365 Finance and Dynamics 365 Supply Chain Management). By dynamically creating inspection schedules based on equipment and work type, maintenance work became more structured. After each job, inspection reports were automatically uploaded to the customer’s portal, providing transparency and quick access to documentation.

 

And subcontractors could work in the field with direct access to relevant data on their mobile devices, improving collaboration efficiency.

 

Case 3: Streamlined maintenance of energy infrastructure

In an ongoing project with an energy company, our implementation of Microsoft Dynamics 365 Field Service has standardised work processes using Field Service mobile. By working with their Geographic Information System (GIS) solution and other legacy systems, it ensured a consistent approach to inspection forms and work orders.

 

Scheduling was optimised based on service areas, technician skills and working hours, resulting in more efficient allocation of resources.

 

Work orders could be created from multiple systems, including Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Project Operations, ensuring that all necessary data was synchronised.

 

Benefits of integration with the rest of the Dynamics 365 ecosystem

 

One of the greatest strengths of Microsoft Dynamics 365 Field Service is its ability to integrate seamlessly with other modules in the Dynamics 365 ecosystem. This integration creates multiple benefits for companies that want to optimise their processes and make full use of their existing systems.

 

Firstly, the integration enables streamlined processes where data is automatically synchronised across different modules. This ensures that employees always have access to the latest information, resulting in a more efficient workflow and reducing the risk of errors and delays.

 

Furthermore, the ability to integrate with the IoT (Internet of Things) allows companies to predict maintenance needs, helping to minimize downtime. This reduces both costs and downtime, as they can act proactively instead of reactively.

 

Another advantage is the interconnection with Dynamics 365 Finance and Dynamics 365 Supply Chain Management or Dynamics 365 Business Central, which makes it easier to handle financial transactions and inventory management. This integration ensures that all financial processes are closely linked to the operational side of the business, improving overall efficiency.

 

Finally, integration with Microsoft Outlook and Microsoft Teams improves collaboration across teams and departments. This means employees can communicate more easily, share information and work together in real-time, whether they are in the office or the field.

 

Achieve better results

 

Dynamics 365 Field Service enables mid-sized companies in the Nordics to optimize their field service activities through better planning, automation and integration with the rest of their IT ecosystem. At the same time, overview and consistency in processes are maintained thanks to the interaction with Dynamics 365 Finance or Dynamics 365 Business Central.

 

By focusing on specific business needs and using existing data and systems, companies can quickly achieve improved operational efficiency and higher customer satisfaction.