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How Dynamics 365 for Field Service Helps You Gain Loyal, Repeat Customers

Jun 13, 2018
By: Ryan Swiderski

You know customer service is important, but did you know 73% of consumers say the most important thing a company can do to provide good service is simply value their customers’ time?[1]

One of the biggest ways companies who perform field service can value their customers’ time is by becoming more efficient. Reducing follow-up visits by having the information ahead of time to make a faster diagnosis, plus the parts available to resolve the problem right then and there, go a long way toward developing loyal customers — ones who won’t jump ship for another business the next time something goes wrong.

To streamline processes and increase transparency, you need technology that connects staff members in sales, customer service, operations, field service and even finance. Microsoft Dynamics 365 for Field Service ties everyone together on one integrated platform to make it easier to predict field service calls, schedule field service resources, send invoices and even measure customer satisfaction (download our webinar on this topic here). In the end, this connectivity and efficiency increase customer loyalty and your overall profitability.

Create the Service Experience Your Customers Expect

Consumers and businesses alike expect great service — but they don’t always get it. That’s why they tend to stay loyal to those who provide a seamless experience and anticipate their needs. Not having the parts you need to fix their assets and having to schedule a follow-up visit takes up more of their time and may even cause business delays.

Improving scheduling and processes reduces follow-up visits, but D365 for Field Service is capable of doing even more. By connecting with Internet of Things (IoT) sensors on customer machinery, it can detect when a piece of machinery is experiencing an issue — or soon will be — and automatically create a case for an operations manager to review. Each case contains vital information, including the customer’s service history and service agreement level, the time it was submitted, who submitted it and even real-time readings of the machine’s key performance indicators. Once the operations manager reviews the information, they can create a work order.

Work orders are central to D365 for Field Service. They capture in one place what the issue is, where the machine is located, how the technician will mostly likely be able to resolve the problem and which capabilities and certifications the technician needs to have to do so. Operations managers can then choose from a list of technicians who have those requirements, are available to service the machine and are within a certain distance to the customer. Scheduling a technician is as easy as dragging and dropping work orders onto the schedule board.

Give Field Service Agents What They Need to Provide a Great Experience

Technicians have the ability through D365 for Field Service to receive work orders on their mobile device, which displays all the work orders they are scheduled to complete that day. It’s easy for them to drill down to see details such as how long it will take them to get to a customer, what the issue is and what parts they need to make sure are on their truck before they leave.

Status changes using the mobile application can increase efficiency by continually updating everyone involved (e.g., field service, operations and finance). Technicians can mark their status throughout the field service process, from “traveling,” to “in progress,” to “work order complete.” The traveling status can even send an alert to the customer that a technician is on their way.

Connect Employees and Increase Efficiency

When the operations manager gets a status alert that the work order is complete, they can wrap up the customer’s case. This includes reviewing the parts used on the work order, services performed, time stamps for arrival time and completion time, and even the customer signature to verify they signed off on the work order. When the operations manager closes out the work order and posts it, you can set D365 to automatically issue an invoice. The customer receives it via email, while the finance team gets the ledger entry via D365’s integration.

You can also set D365 to send out a customer survey with the invoice to get feedback on their satisfaction, which allows you to track your net promoter score and manage how your customer service is perceived.

Give Your Customers More Control

A great feature of D365 for Field Service is that customers themselves can leverage its capabilities through customer portals. They can search the same knowledge base your staff has access to for articles written about the issue they’re facing, and they can even create cases and schedule technicians — further increasing your business’s efficiency and productivity.

It’s very easy to deploy these portals and even customize them to the look and feel of your customers’ brand. Giving your customers the option to use the portal not only saves your employees time but also allows your customers to engage with your business in the way they prefer to engage with you.

See Results That Increase Your Bottom Line

D365 for Field Service helps you improve your customers’ experiences, provide them with better visibility, respond to their requests faster and drive their loyalty and repeat business. There are also big gains for your business. By using D365 for Field Service, you can:

  • Deliver productivity gains that increase your bottom line and help you grow
  • Gain robust reporting and business intelligence
  • Automate processes to reduce back-office work
  • Improve resource and asset utilization
  • Electronically capture all information, including signatures
  • Integrate with existing applications

But don’t feel you have to leverage all of D365 for Field Service’s capabilities at once. You can take advantage of just the services you need (e.g., managing cases), or you can start small and implement the platform in phases (e.g., going from managing cases to tracking work orders and assigning resources to having field service agents use the mobile app). D365 is completely scalable. Starting with case management, asset management, and/or resource management can ease your business into optimizing its processes, so that you can set the stage for leveraging more D365 capabilities in the future.

Get Started Today

As a business who performs field service, you’ve seen how customer satisfaction impacts loyalty and repeat business. By providing your employees with the technology they need to streamline processes and become more efficient, you can increase the trust your customers have in your business and prevent them from leaving for a competitor due to a poor experience.

Contact the CRM specialists at Wipfli to learn more about Microsoft Dynamics 365 for Field Service, and download the webinar on this topic here.

[1] “Trends 2016: The Future Of Customer Service,” Kate Leggett, Forrester, January 5, 2016, https://d26a57ydsghvgx.cloudfront.net/content/blog/Forrester%20Trends%202016%20The%20Future%20of%20Customer%20Service.pdf, accessed June 4, 2018


Ryan Swiderski
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