Further digitalization in field service is essential because it enables efficiency gains, cost reductions, and a better customer experience. Digital technologies can be used to optimize work processes (by avoiding media discontinuities, for example) and shorten throughput times. Scarce personnel resources can be scheduled more effectively, and other resources managed more easily. In addition, customers will be delighted to have professional services delivered on site by perfectly equipped and informed technicians.

Digitalization in field service gives end customers faster response times, more transparent communication, and higher service quality. Mobile apps and online platforms make it easier for them to track orders, arrange appointments, and provide feedback. Improving the customer experience overall.

Providers who digitalize their field service enjoy higher productivity, faster throughput times, and lower costs. Fully digital processes can improve and significantly accelerate the flow of information to and from technicians in the field. Artificial intelligence allows planning processes to be automated and facilitates documentation and communication.

Microsoft Dynamics 365 provides a good basis for digitalization in technical field service by combining and integrating all customer-related processes. Dynamics 365 generates a comprehensive picture of the customer across the entire lifecycle – from marketing and sales to implementation and maintenance.

We drew on our experience from numerous Dynamics 365 Field Service projects to create an add-on for recurring requirements in the European market or from equipment manufacturers. This includes optimized route planning that factors in hotel stays and travel times, the creation of follow-up orders, a smart history function for technicians, and much more. You can read more in the data sheet HERE.