Improving Customer Experience with Field Service2020-09-22T09:21:06+00:00
About The Company
The customer is a national leader in stormwater management services. They serve their customers with innovative and efficient techniques that are very effective as well as environment-friendly.
Systems + Devices Addressed
The company had been using legacy software to manage their field service operations. The legacy software includes a limited management console and an outdated mobile app, both with limited integration with the accounting software.
Lack of intelligent scheduling features that would incorporate the technician’s travel time, time off schedule, and other important features to manage field service delivery.
Limited mobile app functionality to capture photos, videos, and guide technicians with step-by-step directions in the field, plus get help when needed.
Cumbersome report development and delivery engine requiring manual time to deliver field service visit reports to end customers.
No use of case management, routing, or other service features to streamline and process requests.
Korcomptenz was selected as the partner of choice to deploy the Microsoft Dynamics 365 suite including Field Service, Sales and Service Hub, and Business Central. The focus of this case study is Field Service. We were selected as the partner of choice based on mission critical criteria for the company:
Microsoft Gold Partner status, plus knowledge of other industry leading platforms and supporting technical skills.
Ability to provide turnkey delivery including user requirements, functional specifications, installation, training, and acceptance testing.
Logistics and related industry experience.
Agile Microsoft Sure Step delivery model for rapid, high quality results.
We collaborated with the customer to identify their short- and long-term needs for the installation. The Microsoft Dynamics 365 for Field Service installation included the following key functionality:
Cloud Based Management Software
Intelligent service scheduling.
Work order management for maintenance and repairs.
Resource management with key automation features.
Analytics and reporting with customized reports delivered directly to customers.
Field Service Mobile App
Step-by-step guidance and data capture for all task.
Real time directions with embedded GPS.
Photo and video capture.
Business Central software for complete financial management.
Sales and Service Hub data connecting the full lifecycle of the customer.
IoT data and DropBox document repositories.
Real Word Benefits
The Microsoft Dynamics 365 Field Service implementation, along with supporting Business Central, Sales, and Service Hub software, produced measurable results in the real world.
Over a 33% reduction in the time spent scheduling both preventive maintenance and repairs
Increase in accuracy results in a decrease in repeat Field visits
Less time required to generate reports, copy and paste data between systems, and other manual tasks throughout the process
Faster, more efficient maintenance and repairs, and access to more data about their field service visits
Ready for the Future
Korcomptenz strives to develop lasting relationships with our customers and to implement solutions that are ready to meet the long-term needs of the organization. This case study details the first steps of an organization’s digital transformation journey and the company’s platform is ready to support emerging needs in the coming months and years.
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