You could get many different opinions on what field service means to an organization. It helps them manage their field teams. It helps them schedule resources. It helps them coordinate processes both internally and externally. All of these are true, but the biggest piece of field service is a core element of CRM: Making the experience with your customers simple and flawless, which makes your organization more valuable to your customers.
Why would a customer look elsewhere when they know they can submit a work order and, while on the phone or through email, get a defined date and time to have an experienced technician come to their site. No more calling their sales person to complain about an issue, no more having to wait until someone gets back to them with a date and time that usually doesn't fit into their schedule, and no more back and forth trying to get the correct technician on the job. It becomes not only valuable to them, but also simple!
Let's look at the hard benefits of field service:
- Management of field technicians with greater ease and flexibility.
- Give field technicians a mechanism to work on a job.
- Manage processes both inside and outside the building.
- Track work orders by customer and field technician.
- Schedule the appropriate resource for the job.
Now let's look at the soft benefits of field service:
- Customers are serviced effectively and in a timely manner.
- Field technicians are more efficient.
- It is simple for the customer.
- It ingrains a level of trust with the customer.
- Your customers can build relationships with your field technicians.
- And the biggest one of all: Your customers are happy!
In the past, field service was always a back office-function tied to the organization’s ERP system: Always difficult to manage, and always function more for accounting than for the customer. That has all changed with Microsoft field service.
Microsoft has taken the servicing of customers to a new level with field service fully embedding in Microsoft CRM 2016.
Microsoft has redefined how we look at field service. It is now managed from the front office with links to Customer Service Cases and Sales Opportunities. This enables a customer service representative to create a work order from an existing or new case with a single click while on the phone with the customer. The time is scheduled and the technician is notified. It really is that easy.
The majority of the data is completed on the work order based on parameters from the case. When a customer needs something repaired, the easier and quicker the job is fulfilled, the happier the customer will be with your organization.
Microsoft field service encompasses multiple areas that allow for the creation of work orders from Cases or Opportunities.
Schedule a resource to work on a single work order or multiple work orders through the schedule board including optimization of travel routes.
Field technicians can update, create and monitor the status of work orders, assets, photo captures, signature captures and a multitude of other functions from their mobile devices.
Field technicians can also close work orders and then submit them for invoicing.
We have touched on a few highlights of the functions of Microsoft field service, but there are many more that will encompass all areas of field service. To learn more, contact us today or watch the below on demand webinar.