Benefits
Continuous digital process
Optimal resource planning without media disruptions and duplication of work
Your profit
  • Automatic and bi-directional data transfer from your ERP system
  • Electronic processing and forwarding of all relevant information
  • Availability of entered data inhouse and as well on the mobile clients
  • Consistent digital process chain from your ERP system to your office-based employees, planning department, field technicians, and back again
Your benefit
  • Optimized cash flow thanks to reduced throughput time and faster invoicing
  • Maximum process reliability
  • Fewer errors, less duplicate work
  • Increase in productivity
  • Efficient use of all resources
  • Reliable field service support
360° view of the customer
All the information you need, when and where you need it
Your profit
  • Comprehensive customer data, including every partner and contact
  • Full equipment documentation
  • Installation histories and current activities (tickets, orders, etc.)
  • Service contracts, including maintenance plans and SLAs
  • All information available to back-office and field employees based on their respective authorizations
Your benefit
  • Less time required for preparation and follow-up work
  • Support of all departments involved in the process
  • Improved customer meetings thanks to greater transparency
Ticket and escalation management
Intelligent processing of inquiries and hotline integration
Your profit
  • KPIs and integrated SLAs provide optimal employee support for each service case
  • An set of contact options for customers (web, e-mail, social media, phone)
  • Comprehensive, timely customer support from representatives equipped with the necessary information and expertise
Your benefit
  • Faster processing times based on tailored provision of information
  • Reliable control of resource planning
  • Employees will be more likely to complete tickets on the first attempt, thus decreasing costs
  • More productivity through more detailed information
  • Increased customer satisfaction thanks to better support, faster fix times
  • A constantly available (and expanding) company knowledge base
Mobile data entry with the technician client
All orders and information at a glance, digital service report with electronic feedback
Your profit
  • audius.CRM Mobile Service is OS-agnostic and offers bring-your-own-device support
  • Access to all relevant informations such as reports and orders within one application
  • Processed information available both on- and offline
  • Results (including processing and transfers) entered into digital service reports
  • Client capable of communicating with machines and measurement instruments
Your benefit
  • Optimal process support
  • Modern equipment saves technicians time
  • More time for the actual tasks at hand
  • Customers appreciate professional working methods
Optimal staff and ressource planning
Comprehensive overview of reports, orders, employees, and resources
Your profit
  • Whether you need multiple technicians for one customer or one technician for multiple customers, assign the right people to the right locations at the right times
  • Various options for planners (manual, system-supported, or fully automated processes)
  • Factor in scheduled appointments, vacations and other absences, skills, and customer preferences
  • Dynamic geographic view of appointment locations, employees, and resources
Your benefit
  • Faster responses to changing circumstances
  • Appointments end customers can depend on (including arrival times)
  • Multiple planners access the same common view
  • Greater employee satisfaction based on more transparent workloads
Project Service Automation
Direct planning of commissioning and data transfer to the service department
Your profit
  • Project-based contracts: Linking offers and contracts with project plans, reports, cost estimates, payment methods, etc.
  • Project planning: Visual project planning and estimation, including predecessors, automated task scheduling, etc.
  • Resource management: Resource information, including skills and proficiencies of your workforce
  • Time and expenses recording: Team members can capture time and expenses via web interface or mobile apps
Your benefit
  • Preparation of cost estimates, offers, reports and contracts
  • Create cost estimates, quotes, and contracts
  • Plan and schedule resources
  • Enable team collaboration
  • Capture time, expense, and progress data for real-time insights and accurate invoicing
  • Strengthen and enhance customer loyalty
  • Leverage expertise and project services in every interaction with customers
  • Optimize performance: Set priorities, introduce innovations, and invest in service offerings on the basis of trend analyses
Microsoft HoloLens
Supporting your field service technician by Mixed Reality
Your profit
  • Direct on-site support from office-based experts
  • Visualization of 3D models, including manuals for devices, machines, and other equipment
  • Direct availability of all mobile client functions
Your benefit
  • Optimal support for the technician
  • Modern equipment saves technicians time
  • More time for the actual tasks at hand
  • Forward-thinking solution
  • Consistent support on a digital basis
Intelligent Reports
Identify trends, assess service quality, and forecast installation stability
Your profit
  • Comprehensive, centralized data makes both standardized and custom reports possible
  • Countless controlling options, from weekly ticket statistics to support for dynamic pivot tables in Microsoft Excel
Your benefit
  • Act proactively instead of reacting: Through timely identification of trends, reflection of service quality and predictions of installation stability
  • Optimization of maintenance operations
  • Continuously optimize your service quality and revenues based on integrated sales and marketing data
Chatbot
Faster and more efficient solution finding and communication - internal and external
Your profit
  • Embedding of FAQs or an internal knowledge database
  • Access to similar incidents that have already been resolved
  • Problems can be solved by technicians directly on site
Your benefit
  • Conservation of employee resources, as the chatbot provides "first aid" for customer queries
  • Quick help with customer enquiries
  • Demonstration of solution approaches on site, e.g. in maintenance
  • Efficient support throughout the process
Microsoft Integration
Integrates seamlessly with Microsoft's product ecosystem
Your profit
  • Combines Dynamics CRM with audius's 20-plus years of experience in field service management
  • audius.CRM Mobile Service dovetails with an set of Microsoft applications, from Office to SharePoint and Skype for Business to increase productivity
  • Easily incorporates new Microsoft services
  • Resulting solution works like a single unified product
Your benefit
  • Increased user acceptance and productivity through familiar workflows
  • Less time and fewer resources required
Portals
Integrate partners and customers into your processes
Your profit
  • Use audius.CRM Mobile Service to set up a partner or customer self-service portal
  • Assign authorizations to any number of customers or partners (determining who can view or enter certain information)
  • Grant customers or partners access to a variety of information (manuals, knowledge bases, current status of tickets / orders, etc.)
  • Use a portal to integrate customers or partners into process creation (order generation, for example)
Your benefit
  • More efficient business relationships
  • Greater information transparency
  • Stronger ties to customers, partners
  • Increased customer satisfaction based on constant service availability
Deployment / Architecture
Adapts easily to your requirements and guidelines
Your profit
  • audius.CRM Mobile Service is available in cloud, on-premise, and hybrid architectures
  • Run your own applications in a hosted or flexible SaaS arrangement
  • Architecture can be changed at any time: today on-premise, tomorrow in the cloud
  • audius.CRM Mobile Service integrates into your current IT infrastructure in no time
Your benefit
  • More time to concentrate on your core business
  • Investment with a focus on utility
  • audius.CRM Mobile Service is extremely flexible, allowing for adaptation to changing demands
Branchens of business
Compatible with every industry, any number of users
Your profit
  • audius.CRM Mobile Service offers benefits in all industries, making it essentially industry-agnostic
  • The need to accommodate customers from various sectors has made the solution highly flexible
  • audius has cross-industry experience in designing service processes
Your benefit
  • Take advantage of expertise gathered from numerous companies and projects in a wide range of industries
  • Enter new areas of business without changing your service solution provider
Chat module
Simplification of internal communication
Your profit
  • Internal exchange is simplified
  • Hold meetings or group chats
Your benefit
  • Optimization of collaboration
  • Simple and quick exchange of reports including image and text files and deadlines
     
Remote Video Support
By using Remote Video Support you increase your sales and your quality in the service area – with simultaneous cost reduction!
Your profit

By means of a secure video connection with a mobile device or with Smart Glasses, Remote Video Support can be used both in the environment of your technicians and at customers in connection with your hotline.

Product information
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Microsoft Dynamics 365 | Field Service

With audius.CRM Mobile Service powered by Microsoft Dynamics 365, audius offers integrated service management that includes effective, visually supported employee scheduling/dispatching and mobile data entry for your technicians. audius.CRM Mobile Service ensures consistent processes and optimal use of all resources within your service organization and can be seamlessly integrated into your existing IT landscape and ERP systems!
 

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Find out what benefits Microsoft Dynamics 365 has in store for you

Dive into the future of your Field Service Management during our webcast! Get a comprehensive overview of the functionalities and deployment scenarios of Microsoft Dynamics 365.

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Field Service

The greatest added value is offered by the comprehensive Field Service solution – Microsoft Dynamics 365 for Field Service – for companies in mechanical and plant engineering or for equipment manufacturers with a pool of at least 15 employees in technical field service. Field Service Management supports your employees in all mobile assignments per day.

Decisive advantages for your Field Service Management

Benefit from the perfect service management software based on Microsoft Dynamics 365 in combination with 29 years of experience in field service management. This is a perfect mix to optimize resource planning and support the field service. Implement the entire solution, incorporate specific functions into your current system landscape, base your operations in the cloud or on your own IT infrastructure – the choice is yours.

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Field Service Blog
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Seminar Management

audius:Seminar: All-in-one solution for basic and advanced training!

Where seminar management is important in field service

In the field service management sector, there are two central use cases for the application of seminar management software: Either you make your own employees fit for field service through internal training. Or you train your customers directly so that they can work with new machines or software products supplied by you. 

How 360° Seminar Management works

audius:Seminar covers all aspects of seminar management. First of all, the all-round package includes the complete administration of all data on customers or employees, suitable lecturers and required resources such as premises and technical equipment. In addition, the software maps all important steps in seminar management: planning, application, implementation, evaluation and billing of your training events as well as the final issuing of certificates.

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Perfect complement to Field Service Management

Thanks to a seamless link with Microsoft Dynamics 365 Field Service, the training appointments of your field service employees are automatically taken into account in the scheduling process. Employees with a training appointment are blocked on the dispatch board for this period and cannot be scheduled for field service assignments. After successful completion, the new certified skills are immediately assigned to them in the system and displayed on the planning board.

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The ServiceFit Program
Make your field service fit for the future!

The standardized ServiceFit Program was developed to facilitate fast, tailored implementations of audius.CRM Mobile Service. After all, every company has its own IT structures and guidelines. The ServiceFit Program is designed to customize a ready-to-run installation of audius.CRM Mobile Service based on your exact requirements.

ServiceQuickCheck

Where do you stand regarding the end-to-end digitization of your service processes? What have other companies already achieved, and what can you learn from them? Above all, what can you do to quickly and easily achieve the greatest possible digitization and automation of your field service management?

To answer these important questions, you need a strong and competent partner. At audius, we have almost 30 years of experience in supporting digitization processes and have been able to provide helpful assistance to numerous companies of all sizes. 

Schedule a free consultation and benefit from our expert knowledge. If you can spare an hour or two, we will be happy to advise you at a high-level and show you the way to a digital and automated future for your field service management.

ServiceCheck

How the ServiceCheck works

Experienced audius consultants work together with your experts to analyze the status quo of your field service processes. The optimization potential is then identified and substantiated together with the departments involved. Of course, audius always keeps an eye on the industry benchmark, that is, on what other companies are doing.

Result: Documentation of the status quo and the identified optimization potential, including starting points for shaping your service even more efficiently and increasing your customer loyalty significantly.
 

ServiceWorkshop

How the ServiceWorkshop works

Specialized audius professionals carry out an individual fit-gap-analysis concerning audius.CRM Mobile Service as part of a 2-day workshop together with your experts. The analyzed gaps are documented on a high-level by audius for you.

Result: First requirement list for implementing audius.CRM Mobile Service, based on this a target price offer

Partners
audius | KVD Foerderkreis
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audius | Microsoft Partner
Contact
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Field Service Management: An Overview

Dynamics 365/Field Service is the go-to solution for any company managing field service teams of 15 or more people - such as equipment manufacturers, plant and mechanical engineering companies, or even those in facility management. Deployment planning for services such as machine commissioning, maintenance, calibration or repair presents increasingly complex challenges, depending on the size of the company. Human and technical resources must be deployed efficiently, and high customer demands, such as on-time delivery, must be fulfilled. Accumulating data must be exchanged with office staff, bookkeeping and accounting, while the creation of reports requires a great deal of effort too. 

A data-driven field service management system with seamlessly integrated mobile devices is an effective answer to these requirements, both for office staff and field technicians. This results in improved resource utilization, reduced deployment costs, increased customer and employee satisfaction, as well as the ability to identify opportunities for up-selling and cross-selling. The data and insights gained from service and sales can be used in other areas as well, where they can then provide the basis for a precisely targeted marketing campaign, for example. A seamless communication across different media channels, department and company boundaries connects support, sales, production, suppliers and end customers. Machine data can additionally be analyzed in real time, for which extensive databases are available. Field service management solutions are thus a valuable means of systematically and effectively implementing a digitalization strategy.

1. Challenges and solutions in field service management

Previous approach

Modern digital field service solutions overcome many known inefficiencies of the approaches commonly used so far. These are characterized by the field service being mainly organized in a paper-based manner. Numerous documents are required for each deployment, which then have to be dealt with manually in a highly inconvenient manner. Usually, the documents only arrive at the back office with a significant delay once the technicians have returned, which can be several days or sometimes even weeks later.

As a result, ordering spare parts or issuing invoices requires considerably more time. A central database is lacking as well in which, for example, the service records of specific machines and other relevant detailed information can be brought together. Evaluations and quality checks are likewise cumbersome with the methods used to date. Efficient resource planning is only difficult to accomplish with a paper-based approach.

In addition, there is no possibility to effectively and systematically collect the technicians' individual knowledge to make it available to other employees as needed. As a general result, employees are often lacking timely information capability toward the customer. In this manner, a proactive service is impossible to provide. 

Requirement profile

To provide tangible added value, a digital field service management solution must meet a whole set of requirements. For example, customer satisfaction should be ensured throughout, and the productivity of field service employees ought to be increased through targeted deployments. Another important aspect is increasing the safety of employees in the field as well as optimizing travel management and travel costs (current locations of employees, route planning, fuel consumption and vehicles).

Similarly, data-driven insights into the respective sales contribution, for example, must be possible. Advanced, intelligent deployment planning is a necessity as well. The smooth integration of other digital solutions such as SAP or applications from the field of analytics is another indispensable feature of the system. In this regard, master data in Enterprise Resource Planning (ERP) and transaction data are to be reconciled automatically.

New solution approaches and their implementation

Field service management software and applications have advanced significantly over the past decade. Certain digital approaches have emerged as particularly advantageous. Typically, these types of solutions are connected to the company's back-end systems, such as ERP. The installation can be on-premise or cloud-based. audius' Field Service Management solution, for example, is based on Microsoft Dynamics 365 and offers both options. 

With 30 years of experience as an IT and software company, audius has tailored its solution to the specific needs of the field service in manufacturing companies. The package can either be implemented as a complete solution, or individual functions can be integrated into the customer's existing system, depending on the current system and service landscape.

Workflow optimization

Digital field service management connects various input systems, such as devices (Internet of Things, IoT), web stores, social media, databases and portals. Customers can, for example, create a service ticket in a self-service portal, which is then processed by the office staff. If the issue cannot be resolved by the internal service team at this point, a service order is then generated. Such a service order can also be initiated by an existing maintenance contract. The service order is then digitally scheduled by the dispatcher for a matching technician, who in turn can access the order via his mobile client. The field service employee gets immediate access to all important assignment data, including material lists and a knowledge database. Once an order has been completed, the technician creates a digital service report, which is sent directly to the customer in PDF format ready to be digitally signed by the customer. Finally, the entire order can be transferred to the ERP system for invoicing.

Software basis

Field service management systems are advanced, cloud-enabled applications. Often, they are based on established software foundations. Microsoft Dynamics 365 serves as the basis for the audius offering. The browser-based web application offers a wide range of options, which can be configured to meet the needs of any company. 

In the application, all service requests can be reviewed and searched in detail using drill-down options. Complete contact and company lists can be provided and exported directly to Excel. When a disruption is recorded, potential solutions are identified in the knowledge database and immediately communicated to the customer. If necessary, the customer can also be helped directly via remote video support.

On a central planning board with an integrated map tool, assignments for the technicians are efficiently organized and managed in the deployment planning. The technicians are listed according to availability and eligibility, allowing customer preferences to be addressed in a targeted manner.

Mobile deployment

During deployment, the technicians use a mobile app available on all platforms for various end devices. Here, orders and booking statuses, also available to the office staff, can be conveniently accessed. Information on the individual machine (operating hours, oil level, etc.), maintenance or instructions are available too, as are details on service tasks, checklists and safety instructions.

Reports with images can be created directly in the system and stored as PDFs. Free texts are mostly omitted due to poor comparability. Tools based on artificial intelligence support the assignment of predefined categories. Here, the technician can document everything that is relevant, from recording working hours to expenses incurred or customer signatures, while also having access to his customers' maintenance contracts.

Billing processes in SAP, for example, can be initiated by employees on the move. Customer evaluations and feedback can also be integrated. This approach brings considerable advantages, including a substantial increase in the first-time fix rate. According to a study by Microsoft Germany, the use of digital field service management resulted in five percent more technician deployments, 75 percent fewer follow-up deployments and eight to 20 percent less maintenance effort. Particularly important for a mobile solution is also offline capability. This enables technicians to continue working efficiently even if the network is unavailable or breaks down. The relevant information is available in both online and offline mode.
 

2. Advantages and Features

Information exchange between field and office service

Field service management is based on the digital exchange of information. This has many advantages for planning, communication and customer service. By eliminating the need for manual data entry, productivity increases, while reducing the likelihood of errors. In addition, an overview of all important data is available for each customer. In this way, it is easier to respond to customer requests on site. A smart materials' management function additionally provides real-time information on spare parts, inventories, and warehouse locations.

Communication, chatbots, portals

Chatbots, FAQs, and knowledge databases reduce the workload of employees and increase the quality of support. Service quality can further be enhanced by artificial intelligence (AI), such as AI-determined suggestions, program macros, and agent scripts. Chat modules also assist internally in effectively sharing information between different departments.

Partners and customers can be actively involved in the service process through interconnected portals, for example in the form of customer self-service portals where customers can independently set, view and manage orders. Options for direct customer feedback are possible as well. Once an order has been completed, for example, an automated e-mail can be sent containing a link to a customer survey. In this way, the customer feels appreciated and can directly provide valuable feedback on the respective services provided.

Deployment planning

A complete overview of orders and employees enables an optimized management of the resources available. The scheduling of employees can be done manually, digitally supported or fully automated. This functionality is implemented using advanced AI methods resulting in shorter response times for service and significantly better adherence to schedules. 

Increased process reliability, reduced lead times and faster invoicing additionally improve the cash flow. The satisfaction of employees increases too, as they can transparently track workload and deployment planning. Employees perform their work on site at the customer's premises by means of a mobile client. The mobile client bundles all important data, allowing employees unrestricted access to it at all times. In case of a network loss during an assignment or if the network is simply unavailable, the employee on site will not face any difficulties as he or she can use all important information on the mobile client offline as well.

Ticket management

Efficient ticket and escalation management fundamentally improves the workflow. This includes automated processes and seamless ticket management across all available channels. Requests, for example, can be processed faster and better by integrating the company's hotline.

Employees can also easily obtain up-to-date relevant data on KPIs and SLA information. Extensive contact options and comprehensive support with the right expertise at the right time increase productivity and customer satisfaction. Based on the data collected, corporate knowledge is also systematically built up, collected and made available. 

Remote video support and mixed reality

A reliable data connection enables effective remote video support, further enhanced by the integration of smart devices such as data glasses and by IoT communication with the machines. The integration of Industry 4.0 approaches such as predictive maintenance can be conveniently implemented as well. Technologies such as Microsoft HoloLens enable technicians to work in a mixed reality environment in which data and expertise from the office can be used to provide precise support. The glasses also run 3D visualizations or relevant apps.

Digital process

An end-to-end process chain offers the opportunity to automate an increasing number of processes. With Project Service Automation, for example, the planning of commissioning and service is optimized. In this application, project-based contracts can be linked to plans, reports, cost estimates and other relevant project documents. The solution sustainably improves team efficiency through automated task assignment. 

Information about resources as well as time and cost recording can be accessed on the move. Expertise can thus be called upon as required and offered as the situation demands, simultaneously benefiting customer loyalty. Meaningful data-driven trend analyses enable continuous improvement in service performance by deriving priorities and sensible investment areas. The central bundling of data creates a basis for intelligent evaluations of operations using standardized procedures. Integrating data from sales and marketing also helps optimize the revenue profile.

Ticket statistics, integrated Excel pivot tables and other tools provide additional options for controlling. Proactive behavior of employees is significantly promoted by this approach. The integration or linkage of other Microsoft Dynamics tools, such as those for marketing or sales, can also be carried out later on. This allows service staff to continue working in their familiar application environments, such as Office, Skype for Business or SharePoint, while simultaneously benefiting from the advantages of Field Service Management. Innovative services introduced by software manufacturers in the future can be easily integrated on this basis. In addition, SAP and other systems can be digitally connected.

Architecture

Dynamics 365/Field Service is highly configurable and is characterized by a pronounced adaptability to the specific needs of a company. Deployment is possible as a flexible cloud solution, but also hybrid and on-premise, up to a software-as-a-service model. The architecture can be easily changed at short notice, CRM systems are seamlessly integrated. This approach enables the company to focus more on its core business and ensures targeted, effective use of capital.

Universal solution for all industries

In principle, field service management solutions are suitable for all industries where field service plays a role. The user advantage is that the solution also benefits from insights, developments and improvements gathered in other industries. The comprehensive functions and flexibility of the available applications enable companies to develop new business areas without having to sacrifice established individual services from existing partners. These benefits turn a field service management solution for companies of a specific minimum size into an indispensable tool for field service today.