Microsoft Dynamics 365 Field Service

With growth and profitability on the line – you can’t afford a failed project.
Trust Merit Solutions to help you achieve the outcomes you need with Microsoft Dynamics 365 Field Service.

Microsoft Dynamics 365 Field Service

With growth and profitability on the line – you can’t afford a failed project.
Trust Merit Solutions to help you achieve the outcomes you need with Microsoft Dynamics 365 Field Service.

Master the Service Call

There has been a marked shift in the way customers view “good service” in recent years. Everything-as-a-Service is becoming part of the conversation, and this directly affects field service. Today, 73% of consumers say that valuing their time is the most important thing a company can do to provide good service. However, when you look at field service specifically, 65% of incoming service requests require a field visit – and of those dispatches, 26% require a secondary or follow-up visit. This presents a huge opportunity to fix this problem with better field service capabilities.

When you look at the cost of a field service visit, the ability to whittle away at that 26% secondary visit alone can create an ROI that can validate your investment. And this doesn’t even take into account the enhanced technician productivity and overall customer satisfaction and loyalty – again, all increasing the value of your investment.

Get Super-Charged Scheduling

Fit in more appointments a day—to make the most of your employee workloads, mileage, and more—with optimized scheduling tools.

Equip Your Mobile Workforce

Give your technicians what they need—in native mobile apps for iOS, Android, and Windows—to offer great field service.

Profit from Predictive Services

Go from a traditional break-fix repair model to a more profitable, never-fail service model with built-in data collection, analysis, and alerts.

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1. Optimized Scheduling ​ and Dispatch

  • Balanced Workloads – Identify and organize available resources by category to intelligently balance workloads and resources.
  • The Best Technician – Match skill sets of the technician against the requirements of the work order.
  • Optimized Schedules – Decrease driving time between work by creating a schedule with geography, customer preference, availability, and SLAs in mind.

2. Service ​ Agreements

  • Service Forecasting – Track warranties against assets, provide visibility into terms and expiration dates.
  • Accurate Billing – Ensure that service and billing conform to warranty requirements. Classify assets and track location, repair history, and maintenance schedules.
  • SLA Management – Manage terms, conditions, and automated renewals of contracts and Service Level Agreements.

3. Inventory Management

  • Right-off Reduction – Accurately track service stock at mobile and fixed locations. Manage updates and stock history for any location including updating truck stock.
  • Remote Inventory Access – Provide mobile access to inventory and parts information.
  • Parts Management – Manage inventory information for part transactions like requests, return material authorizations, stock adjustments or transfers.

4. Mobile Productivity​

  • On-Time Appointments – Ensure technicians are on time with best schedule and turn-by-turn driving directions.
  • Case History & Instructions – Get 360 degree customer preferences and history and follow step by step instructions on how to complete the task at hand.
  • Work Order Completion – Allows the technician to take photos of the completed work, get customer sign-off, and even collect paymentthe service organization.

5. Connected Devices​

  • Anomaly Detection with IoT – Detect, troubleshoot, and resolve issues remotely before the customer knows of an issue and dispatch a technician only when necessary.
  • Predictive Maintenance – Repair, clean, or replace parts when needed instead of on a preventative maintenance schedule.
  • Work Order Completion – Automate work order creation when self-healing steps don’t resolve the problem. Automatically dispatch the best technician.

6. Customer-Centric Experience​

  • 360 Degree View – Keep track of service activities, including upcoming and previous appointments as well as self-scheduling with a customer portal.
  • Outbound Communications – Send automated voice and text messages reminders to customers about upcoming appointments through Twilio API.
  • Technician Visibility – Eliminate escalations with rich content and a clear path to optimize and grow your knowledge base.
Merit Solutions Microsoft Dynamics 365 Consultant

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