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Resource Type: White Paper
Published by:  Field Service News and eBECS
Title: FSM System Analysis report - Microsoft Dynamics 365 for Field Service

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Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!

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Synopsis:

Almost all industry experts including practitioners, analysts and vendors are in agreement that the selection of a Field Service Management (FSM) system is far more than just an IT decision.

Field Service has always been a mission critical operation, but as we move into a world of servitization and outcome based solutions, efficient field service delivery is more crucial than ever before.

With this in mind, the correct selection of a FSM system to meet the demands of your individual organisation is crucial and should be based on a thorough understanding not of only the technology but also how a vendor can work with you to ensure best practice implementation - to help you see the efficiency gains, productivity improvements and return on investment promised.

Microsoft is of course a name that has been synonymous with enterprise computing for decades and their FSM offering is, as would be expected, one of the leading solutions within the FSM sector, identified by Gartner as a leader within the space.

However, its deep level of functionality, as part of the wider Microsoft Dynamics ecosystem, can perhaps be daunting for some - resulting in organisations potentially not taking advantage of its full capabilities.

 

This is where specialist providers such as eBECS can add additional layers of value in helping companies through the implementation process in order to make sure they are able to get the most from the tools embedded within Microsoft Dynamics 365 for Field Service (Microsoft Field Service) and do so as swiftly and efficiently as possible.

In this white paper we will be first taking a closer look at the key elements of Microsoft Field Service and then exploring the benefits of working with a systems integrator such as eBECS when implementing the system.

Overview

The white paper is split into two main sections. Each of which include:

Section One: The capabilities of Microsoft Field Service

The first section of the whiter paper explores the core functionality, pros and cons of Microsoft Field Service with a look at the following aspects of the solution:

• Major benefits of the system
• An overview of functionality
• Who is currently using Microsoft Field Service
• Scheduling Functionality
• Reporting Functionality
• The mobile aspect of Microsoft Field Service
• Integration capabilities of Microsoft Field Service [/unordered_list]

Section Two: Microsoft Field Service vanilla flavour vs. the added value of eBECS

In the second part of this comprehensive white paper we explore how an EBECS implementation differs to a standard implementation of Microsoft Field Service - here we look at two key areas the added IP that eBECS bring to the table and also their own approach to implementation.

Additional eBECS’ IP

Currently there are two additional software tools that are available exclusively to eBECS’ field service clients. Firstly, there is there is an additional tool to the Mobile Offering which is their Site Assessment Survey. Secondly, eBECS offer an ‘Accelerator Pack’ which is designed to help organisations take advantage of the powerful but often complex to set up tools such as PowerBI which is powerful part of the Microsoft technology stack discussed within the white paper.

Perhaps crucially, the eBECS approach is designed to not only aid organisations in getting the most out of their investment, but also empowering them to be able to continuously refine parameters themselves - something that in the fluid world of field service can be rewarded in significant savings in both time and money further down the line.

The eBECS’ Approach to Implementation

Whilst the added IP included within the eBECS solution is of undeniable value, it is arguably within their implementation process that the greatest benefits are to be found.

Michael Smythe, eBECS comments “When we talk about customisations and implementations etc, this is where we excel as we have built a team of industry experts - field service experts who haven’t just worked on IT implementation but have actually been in the industry and understand how these things work. People that can help you and work with you, side by side to build a platform that is suitable to meet your business goals.”

It is this intimate understanding of the industry that is perhaps key to their success to date. As it is this understanding that allows them to act within a truly  consultative capacity, rather than being simply a technology implementation team and again we explore this approach within the latter segment of the white paper.

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Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!

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Field service appointments can be high-friction events, or strategic opportunities to engage customers and build trust. The outcome depends on whether customers, field agents, and back office support teams are informed and empowered throughout the process. Glympse, a pioneer in location services and location-powered customer experience, is teaming with Microsoft so businesses using Microsoft Dynamics 365 for Field Service can provide customers with constant, accurate awareness regarding the status of field service appointments.

The collaboration seamlessly embeds Glympse En Route, a location-powered customer experience management solution, within the Dynamics 365 for Field Service application through a new, off-the-shelf integration. As a result, end customers receive continuously updated appointment and technician visibility that culminates in a live map view of the technician's location as he travels to the appointment destination.

“Location and estimated time of arrival (ETA) management have become two of the most critical elements of successful field operations and customer interactions - whether it's for a cable installation, office equipment repair, furniture delivery or maintaining mission-critical medical equipment. Customers demand better information to help them manage their busy schedules, including visual, interactive digital engagements that fit their mobile, on-demand lifestyles. Static, one-way alerts aren't enough anymore, and service providers cannot afford to roll trucks to customers who are not available,” said David Troll, senior vice president of Sales and Customer Operations, Glympse.

 

“Our alliance with Microsoft means more field service organizations of all types and sizes, spanning industries across the globe, will have a faster, easier way to leverage Glympse location technology alongside Microsoft Dynamics 365,” continued Troll.

Jeff Comstock, general manager, Dynamics CRM at Microsoft, commented, “By working with Glympse, we're helping our customers provide their end customers even more visibility into technician location and ETA information with a custom branded web experience.”

Users of the joint solution can improve customer service and the effectiveness of field operations - and ultimately drive revenue growth. End customers get steady updates and can track the live status of a service agent, allowing them to more effectively coordinate their schedules with service providers. Prepared customers mean fewer missed, delayed or rescheduled appointments, fewer calls to customer care, efficient appointment execution and faster time to revenue. In addition, internal back office users get better operational visibility through location data, including metrics and live map views of technician teams.

How the Glympse Integration with Field Service Works

The integration package uses standard Field Service workflows to trigger Glympse En Route actions:

• End-customers receive automated periodic notifications containing a unique web link.
• This link directs customers to a web-based experience (accessible via a mobile device, browser or embedded in a customer portal) to view the ETA and/or location of their service representative. As the appointment draws closer, the status is continually updated.
• En Route uses location data from the field to provide organizations with increased internal visibility and performance metrics, helping them better manage their operations.[/unordered_list]

Installing the pre-built integration package is fast and simple. Field Service users with a Glympse license can add these capabilities by completing a simple set-up process.

More information about Glympse can be found here.

More information about Microsoft Dynamics 365 can be found here.

 

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Want to know more about Glympse? Check out our interview with David Troll filmed @ Field Service USA earlier this year here

 

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