It wasn’t all that long ago when organisations primarily ran their businesses strictly from an office building or perhaps a factory floor. Then with the advent of smart devices, the next wave of technology suddenly became mobile. Now, organisations who look to stay ahead of the competition understand that they can no longer wait to solve business issues until they “get back to the office or plant”.
Those who incorporate field service operations in their business model, understand the need to deliver solid solutions to field issues, out in the field. That means instant access to corporate data, including ordering parts, scheduling service, rerouting personnel and optimising resources. In short, everything that used to be done from the office, now needs to be completed at the job site or on-the-go.
Why are some companies now recognising the need to shift to working out in the field? According to Gartner Research, by the year 2020 over two thirds of organisations will cite customer satisfaction as the primary benefit to implementing field service management to retain their competitive edge. Powered by effective field service management software, many organisations are already on their way to successfully transforming customer satisfaction.
Microsoft Delivers
Fortunately, Microsoft understands what companies need in terms of effective management software. Microsoft has developed their Microsoft Dynamics 365 product to incorporate field service management capabilities. With their field service platform, companies can enhance customer satisfaction by optimising accuracy with on-time arrivals, as well as the faster detection of issues with real-time customer data delivered on-the-go. Field service organisations can boost their cash flow processes with Microsoft’s electronic proof-of-delivery system and see reductions in their operational costs by increasing first-time fix rates.
Creating a Customer-Centric Experience
There are several components found in Microsoft’s field service app that allow companies to focus on increasing customer satisfaction. Key data such as warranties and service contracts are available anytime, anywhere. The field service app also allows company reps to update scheduling and dispatch changes on mobile devices. Companies can take advantage of increased efficiency in their inventory maintenance processes because their inventory systems can be modified and updated by employees simply by using a mobile device.
Field technicians are just as connected to information they need to fix issues as are the corporate office personnel back at head office. Technicians can eliminate time spent reporting back to the office for approvals or instructions, because everything they need to make decisions and solve problems is right at their fingertips.
If you would like more information about Microsoft Dynamics 365 and its field service app, contact us to speak further with one of our field service app representatives!
