Dynamics 365 for Field Service

A flexible customer service solution that moves with you.

Field service management is about more than just having the right tools for the job no matter where you are. It’s about being able to connect with your most important asset, your customers. With Dynamics 365 and field service management solutions from d365.Group, you can create a customer service story that spans multiple channels, maximises your employees’ efficiency, and exceeds customer expectations.

Key features

360° view of the customer

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Achieve complete organisational alignment with Sales, Marketing, Customer Service, and Field Service teams for customer records.

Customer and partner engagement

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Portals provide visibility and insight through configurable web pages tailored to customer or partner roles and extend the power of Dynamics 365 to deliver self-service options to enhance the customer experience.

Work order management

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Create work orders directly from a case, customer portal or email and track against SLAs, entitlements, revenue and related costs, and invoicing.

Service contracts

Service contracts help you maintain warranty and entitlement information organisation-wide.

Scheduling and optimisation

Automatically schedule and assign resources based on skills, location, required parts, and work load. Routes are optimised to meet SLAs and minimise drive times.

Asset and equipment management

Manage all equipment components for complete visibility into warranty and service agreements; total revenue and related costs; and audit history.

Knowledge management

Make crucial field service resources such as product manuals, technical support documentation, training, and related videos readily available to customer care representatives, partners, and field technicians.

Mobile

Built with technicians and field agents in mind, Dynamics 365 mobile capabilities leverage the built-in features of Android, iOS, and Windows.

Inventory, parts and logistics

Get real-time updates to ensure accurate inventory including the ability to reorder directly from Dynamics 365.

Analytics

With one central repository of information, key analytics and KPIs are at your fingertips for proactive decision making.