Powered by the IoT, connected field service solutions can drive advancement and efficiency throughout your business. Here are 7 reasons why you should embrace connected field service:

1. Reduce the number of customer complaints

Customers want more, better and faster. Service needs to be extremely customer-focused, personal and a solid relationship must be established. The number of complaints must be reduced by improving the relationship and by giving the customer real-time insight into the service schedule.

2. Minimalise operational inefficiencies

Opportunities for improvement are often missed when insight into the process is limited. When an issue in the process is noticed, it is often difficult to localise the exact point of the process that caused the issue or how to improve the problem without interrupting the entire process. The best case scenario is when there is clear insight into all processes throughout the organisation.

3. Plan field service efficiently

Automating your processes and leveraging optimised scheduling functions, allows you to make the best use of resources and to meet service-level agreements. Without automation, there are often long waiting times between appointments and field service resources incur inefficient travel times, causing costs and CO2 emissions to increase. Such automation meets customers’ needs, enabling them to plan visit appointments 24/7 in an efficient way.

4. Ensure up-to-date insight in the planning stage

When there are last minute changes to appointment times or routes during the workday, confusion can occur and mistakes can easily be made and/or appointments can be missed. Adding an automated route optimisation function to the existing scheduling board provides an ideal solution.

5. Be clear on who manages the schedule

This is often a difficult matter within businesses. Do the engineers carry out their own planning? Is planning centralised? Or can these options be combined? Combining the needs of the engineer, customer and the business is the best way to plan and schedule jobs.

6. Guarantee quality of subcontractors

If there is no insight into the quality of service delivered by subcontractors to your customers, there is no way of finding out if there is an issue. There will be no chance to resolve it in order to ensure future improvement. A service provider needs to be clear and confident on the quality of work provided by their subcontractors.

7. Create an annual service plan with ease

Sometimes, having minimal insight into fixed contract agreements and ad-hoc work delivered by employees, can make annual planning a real challenge. The ideal situation would be to automatically create an annual plan in which contract agreements and potential ad-hoc work are easily combined.


Microsoft Dynamics 365 for Field Service empowers companies to deliver predictive and proactive service to improve customer satisfaction, first-time fix rates, and resource productivity through advanced scheduling, resource optimisation, and mobile enablement capabilities.

Download our whitepaper to find out more about Dynamics 365 for Field Service and the opportunities offered by connected field service.