For all companies wanting to distinguish themselves through excellent service, the service component of Microsoft Dynamics 365 for Customer Engagement provides ideal software support. The CRM Microsoft Dynamics 365 for Customer Service and for Field Service allow you to provide, among others, all customer data, case information, service history and support knowledge on the desktops of customer service representatives and supervisors. Access to service level agreements and using an automatic call management service means employees are optimally supported to guarantee consistent service. In addition, the processing time of service requests can be significantly reduced through automated assignment, routing and automatic reply messages.

Predictive maintenance with Field Service

With Dynamics 365 for Field Service, you can manage your field service professionally. Intelligent planning, support for mobile devices and remote monitoring increase customer satisfaction. Excellent service is more important than ever and a key differentiator as compared to competitors. Be with your customer before damage occurs.

Five reasons for Field Service/Customer Service

Ideal scheduling of the service team

Field Service handles and optimizes scheduling of all service appointments for your employees. Thanks to automated resource planning, routing and scheduling, more service cases can be processed much more efficiently.

Service agreements

Facilitate the management of service contracts, including all information regarding the installed products. This provides the service technicians on site with a good basis to solve problems quickly and permanently.

Always up-to-date inventory data

The real-time update of inventory data allows the service employees to manage spare parts inventories better and prepare more precise forecasts for replacement.

Mobile application – online & offline

All data the service technicians require are available in real-time and in offline mode. The inventories are retrieved directly from the customer’s, and the service report can be written at the customer’s and is then synchronized as soon as an internet connection is available.

Remote service

Driving to the customer’s premises is not always necessary – analyses of device data often help recognise that something is not right before the problem even occurs. Your customer will be grateful if there is no downtime.