Many service organizations are investigating how to make the shift from cost center to profit center. A vital part of this transition is to have a proper Service management solution in place. With a service management solution processes can be automated, scheduling can be improved, Work order processes are more easily controlled, and companies can offer new or improved products like service contracts.

A good service management solution has multiple benefits. On one hand, it will improve the efficiency of the organization, on the other, it will also lead to more sales opportunities. A service management solution is often even the accelerator for companies to be more successful and to stay ahead of their competition. Companies who want to control the various aspects of the service domain need to invest in a good IT solution to be capable of achieving this.

1. Install base registration


One of the key aspects of delivering excellent service is to have a clear insight into the install base of the serviceable objects. With Dynamics Service Management both single level objects and more complex multi-level objects can be registered and displayed in a handy tree structure. When complex objects are sold/serviced it is a huge benefit to see the relationship between the different components. The flexible relation set up in the solution assures that even the most complex relationships can also be maintained. The tree structure is also available in the other processes of Service Management like Contract Management, Call creation and is even visible for the engineer on his mobile device.

2. Work order management

To be able to deliver excellent service and to improve the internal service process it is important to have a good work order process in place. Work orders are used to share information with the technician but are also used to guarantee services to customers like a preferred engineer, a needed skillset and last but certainly not least SLA monitoring. The work order is the central entity in our Service Management solution on which all the information is combined; information from the Object, Contract and Customer are all (automatically) used to assure the best quality for your customers.

3. Embedded Graphical planning and Scheduling

For every service organization, regardless of the industry, dispatching work to field technicians is key. It may sound easy, but in reality planning and dispatching can quickly become complex due to unexpected changes, preferences of the customer or an SLA that needs to be respected. To be able to plan with all these variables Dynamics Service Management has a fully embedded graphical planning tool within the application, so there is no need to interface data to third-party plan tools. Planning can be done directly inside the solution real-time with all constraints directly available. With just a simple drag-and-drop the planner can dispatch tasks to field technicians while having direct insight in the most critical planning information like Spare Part availability, Task Type & Priority, Customer and the Object Address and the complete workload of all technicians in one clear overview.

4. Mobile Field Service

Mobility is a critical functionality nowadays within any service solution. By using mobile solutions field technicians will always have (on- and offline) access to the data needed to be able to perform the job. With Dynamics Mobile Field Service (MFS) the mobile technology is leveraged. MFS allows the field technician to see his diary, register used material & worked hours, take pictures and even use Google maps to check directions. On completion of the tasks the customer can easily see a summary of the work done, record his signature and receive a summary e-mail. When the work order is completed on the app the item and hour information will automatically be updated in the work order to avoid unnecessary administrative actions and to speed up the order-to-cash-cycle.

5. Service Contract Management

The service contract is the active agreement between you and your customer. The contract management functionality in Dynamics Service Management enables service organizations to propose, create, execute, update and control service contracts – from the initial offer and pricing to automatic invoicing, indexation and renewal. The contract contains all the agreements made to ensure they can be checked automatically by the system to for example detect warranty, generate preventative maintenance schedules and invoices.

All in all, Dynamics Service Management offers your organization an all-in-one solution that gives you real-time information from across your business. Service Management supports your organization by optimizing your day-to-day operations and giving clear insight into your data.

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