Dynamics 365 Field Service

Optimizing Field Service Operations with Dynamics Field Service

Challenge:

One of the leading construction companies wanted to have a solution that could help them to automate the tracking of their resource utilization, manage equipment maintenance, and automate the tasks for the engineers. They were maintaining all these things offline and wanted to have a cloud platform that could achieve these requirements. Requirement was also there for the field engineers i.e. they need to have a mobile application that can sync with cloud software and engineers can be able to add and edit records from the mobile.

Solution:

To accomplish these challenges, we have implemented Dynamics Field Service, a comprehensive solution designed to streamline field service operations and enhance customer experiences. Any request from an existing customer for any repairs or small changes in the current construction was registered as a case and assigned to back-office team in CRM. The back-office team would analyze the requirement and accordingly create work order against the cases and assign it to the field engineers to work on. The field engineers would get notifications for the work order assigned to them.

The backend team used the Schedule Board feature of the application for scheduling the field engineers' work.

Based on the work assigned to the field engineers, they can access the details of the assigned work order and customer information using the mobile application RESCO provided with the Field Service application.  Once the field engineers reach the designated sites, they can mark their presences which can be validated through Geo location tracking feature of the Field Services. After the technicians complete their work, they can click pictures and upload it in the system and mark the work order as closed.

Based on the closure of all the work orders associated with the case, the case is finally closed by back-office team.

The field service module also provided capabilities to track parts usage in real-time, maintain inventory levels, and ensure technicians have the necessary resources to complete service tasks promptly.

Conclusion

By implementing Dynamics Field Service, our client achieved significant improvements in their workforce and operations management. Their manual efforts are now converted into automated processes which has saved so much time.

They can now see the technicians' real-time visibility and track the real-time status of their task in field service module of Dynamics 365.