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Webinar will offer advice on how remote service can be achieved through Microsoft's field service solution...

B2B IT firm DXC.technology will host a webinar in April to help firms work remotely by using Microsoft's Field Service Platform Microsoft Dynamics 365.

Reduce Site Visits with Connected Service, takes place on Thursday 16 April at 1230-1300 GMT and will be presented by Tricia Sinclair, a Microsoft Dynamics 365 Pre-Sales Architect with over 10 years experience in implementing CRM solutions

Attendees will learn how the Microsoft platform can detect and resolve issues remotely and how data can be leveraged from connected devices to establish when a technician visit is necessary.

As Covid-19 impacts service delivery, attendees can expect plenty of value from the webinar. 

Full details of the event are below:

Reduce site visits with Connected Field Service

Thursday 16 April 2020 12:30PM - 13:00PM BST

What it is and how it works

Microsoft Dynamics 365 for Field Service is a complete Field Service Management solution that includes the detection of a field service need, technician scheduling, parts information delivery, and support of field technician interactions including knowledge management and service portals for end-to-end customer service.

Connected Field Service harnesses data from an IoT platform into Microsoft Dynamics 365 for Field Service to help organisations proactively detect, troubleshoot, and resolve issues remotely, dispatching a technician only when necessary.

Learn more in our webinar

Join our 30-minute webinar to find out how you can use Microsoft Dynamics 365 for Field Service along with Connected Field Service to drastically reduce your service costs and improve customer satisfaction.

The webinar will cover how you can:

• Detect and resolve issues remotely, before the customer knows of an issue
• Leverage data from connected devices to send technicians only when necessary
• Improve customer satisfaction with reliable and predictable service delivery
• Service more customers by increasing first-time fix rates
• Meet and exceed SLAs with a 360-degree view of your customer assets.

This webinar is suitable for Operations Managers, Business Analysts, those in Service Delivery, Field Service and Health and Safety roles, IT decision makers and Financial decision makers.

CLICK HERE TO REGISTER FOR THE EVENT.

Sign up for HSO's latest webinar.

Microsoft Dynamics 365 Field Service is uniquely placed to assist in the digital transformation journey. As a leading Microsoft Gold Partner and Inner Circle member, HSO brings real added value to your business through unrivaled field service experience and functionality enhancements with HSO Dynamics Advanced Field Service.

Join Danny Wieder, Field Service Consultant and Stephen Manley, Business Development Manager, for a 30 minute webinar, where they will take you on a field service journey and explore real-life customer  stories.

Topics

• Field Service trends, challenges and opportunities
• Microsoft Dynamics 365 Field Service & additional functionality developed by HSO
• Take a ‘peek’ at some of the emerging technologies
• Real-life case studies and experiences
• Questions

Register now to find out how to win more business and increase profits with digital field service transformation.

The Webinar takes place on 19 March.

This article first published on the HSO blog offers five crucial steps that field service companies can take to get a better handle on the core processes of field service delivery...

Follow the HSO blog by visiting https://www.hso.com/en-gb/blog/

It’s a no-brainer that a flawless service process contributes to higher customer satisfaction and increased service revenues.
But how do you ensure fast and accurate invoicing, service technicians who are always well equipped to solve the problem at hand, and that the right resources are in the right place at the right time? This blog outlines 5 steps to an optimised service process with Microsoft Dynamics 365 for Field Service. 

Optimised field service scheduling:

When a visit by a technical field service engineer doesn’t go as planned for one reason or another, money is lost. The five most common reasons why a service is not completed on the first visit are: 

• The right part is not available
• The customer or the equipment is not ready for the service
• The diagnosis already made appears incorrect on site
• The field service engineer does not have the right skills
• The solution was temporary
• The above problems cost the service company money, the field service engineer time and the customer’s patience and satisfaction. Microsoft Dynamics for Field Service offers you Resource Scheduling Optimisation functionality that allows Field Service engineers to be scheduled according to the location, time, customer SLA, personal preferences of the customer and the right skills for the job.

The schedule can be viewed via a mobile device and includes optimised routes that the engineers should take. When a change is made to the schedule, because, for example, there is an unexpected job that requires someone with specific skills, the Field Service engineer receives a notification with a new route. This means that the right person is always at the right place. When the job is completed, a new job is automatically set up. As a result, the time of the Field Service engineer is optimally utilised and no time is lost. Projects can also be planned via the schedule board. When, for example, 50 boilers need to be replaced, it is useful to have a good overview of all available Field Service engineers, based on which the schedule is created as efficiently as possible, taking into account the individual’s workload. In this way, an optimised schedule is automatically drawn up, which dynamically responds to the customer, the Field Service engineer and the company. 

Authorise & mobilise Field Service engineer:

Field Service employees often feel alone on the job or do not have access to the right information to solve a customer problem. They want to take control and have insight into the job. When you let your Field Service engineers go ‘mobile’, the company benefits from: 

• On-time appointments through the optimised schedules and routes.
• Case history & instructions: all information about the customer is at hand and when necessary insight into all the steps to complete the task.
• Work order completion: the Field Service engineer can take photos of the finished job, collect a customer signature and even handle the payment.

The process surrounding the purchase of new parts with Field Service has also been optimised. If for example, a certain part is required for the job, the Field Service engineer can order the correct part directly. The purchase page can be chosen to ‘send to ERP’, as a result of which the order will immediately appear in the ERP system of the company. When a certain purchase amount has been preapproved, approval for the purchase can be given immediately, so that the part is immediately ordered. This makes the process more efficient and eliminates unnecessary waiting times. Mobility is a game changer within Field Service and allows for greater flexibility in the field. The possibility of a complete overview of the customer and real-time guidance is necessary for the independent appointment of the Field Service engineer and the optimisation of the customer relationship.

Using Machine Learning and the IoT in Field Service:

If your car breaks down, it would be handy if your car could indicate what exactly is wrong. This would save a lot of valuable time. This is possible with machine learning – keep track of which customers or machines often have problems, what the problems are, what solutions have been put forward and which ones were effective. If, for example, it becomes clear that the same solution is always effective for a specific customer, then in the future, the problem can be solved in advance by the Field Service engineer with the right skills or even by providing the right directions remotely. With Field Service you can make optimum use of the opportunities offered by Internet of Things devices. Through optimal application, problems are predicted before downtime occurs and before the customer is affected by the problem. With Field Service you can: 

• Detect and resolve problems before the customer knows about it and only deploy a Field Service engineer when needed.
• Use predictive maintenance effortlessly: repair, clean or replace parts when necessary instead of using a fixed maintenance schedule.
• Automatically adjust work orders and assign these to the correct Field Service engineer, when self-healing steps do not solve the problem.

Optimal use of the cloud with the Azure IoT Suite:

What exactly is the Azure IoT Suite? Let’s take a step back and start with the problem for which it was designed. We are currently experiencing tremendous growth in IoT solutions, but why now? The answer to this question is simple: the advantages of IoT solutions start to outweigh the costs that are incurred to implement it. The complex layout of IoT is pricey since you have to have sensors that safely send all data, the data has to be stored, processed and analysed and finally presented to the end user in a clear way.Today, the hardware is already much more affordable and the connectivity is cheaper. The Azure IoT Suite is a set of different technologies brought together in one tool in the cloud. What’s in this tool? 

• Data storage
• Data analytics
• Stream processing
• Predictive analytics
• Workflow automation
• Dashboarding

 Everything you need for optimal use of the cloud. 

Customer relationship optimisation:

In 2016, 62% of consumers worldwide indicated they would no longer do business with a brand due to a single bad experience that has taken place with customer service. This highlights the importance of excellent customer service.  With Customer Communications, Field Service helps you to retain your customers by providing optimal service, insight and by involving them in the processes: 

• Companies must gain insight and control the entire customer journey across all touchpoints.
• Maintaining the customer relationship should no longer be a statistical, ‘one-size fits all model’, but should be personalised for each customer.
• Companies have to meet the customer on their preferred channel (e-mail, chat, social media, web, telephone, shop, etc.).

And perhaps most importantly: the customer service doesn’t end with a single transaction, it is important to build a long-term relationship. In addition, real-time up-to-date stock management is a must. Poor stock management is, in addition to being a drain on the profitability of a company, an irritation point for the customer. With Customer Communications you always ensure an optimally personalised, proactive and predictive approach to the customer. That is what the customer wants from you nowadays and what companies have to offer.

This article first published on the HSO blog offers some key insight for field service organisations that are keen to empower their field service operation with automated field service scheduling...

Follow the HSO blog by visiting https://www.hso.com/en-gb/blog/

Few companies can remain competitive in today’s field service environment without effective management of time, costs and resources. Despite this, a staggering 52% of field service companies still coordinate work and perform functions manually[i]. The adoption of dynamic, automated scheduling software can free up time to concentrate on team development and maximising revenue. In this blog we share the benefits of, and the pain points eradicated by using automated field service scheduling tools.

Management of unexpected changes

No matter how carefully a schedule is planned, unexpected and last-minute changes can occur. Automated software solutions can minimise these risks, while maximising efficiencies. Re-optimisation happens in real time when changes occur, giving both the employee and customer an immediate update, even down to a specific time slot for an engineer’s arrival. With 89% of customers preferring an ‘Uber like” service for tracking technician arrivals[ii], it’s something that will delight customers and increase brand perception.

Utilising Graphical User Interfaces (GUI’s)

GUI’s are a popular way to manage resources for the field service industry, not least because it’s a quick and easy way to deal with large amounts of data. Using Microsoft Dynamics 365, team managers can use a calendar style view, showing each technician’s day, jobs and skill set, along with a map view for both staff and call out locations. It’s predicted that by 2020, more than 75% of field service organisations with over 50 users will deploy mobile apps that go beyond simplified data collection and add capabilities that help technicians succeed[iii]. These field operatives can benefit from a mobile app showing location and fastest route, customer assets and service history of the equipment needing attention.

Automating decisions using parameters

As well as helping to efficiently book service calls to your customers, automated scheduling software also knows when not to book an appointment. Customer satisfaction can quickly evaporate if technicians don’t have either the skill set or parts required to complete the job. Harnessing data on part availability and employee skills can ensure the right person with the right skill set and equipment is in place at your customer’s site, first time. This also translates into a reduction in repeat call outs and a much improved customer experience.

Effective reduction of waste

Time spent by employees travelling to customer sites comes at a cost to your business. They are on the clock during this time and yet it’s not a billable event for your customers. That’s where automated route and traffic mapping can help, like Microsoft’s Resource Scheduling Optimisation. Instant calculations occur, allowing the best available engineer to be selected and routed directly to the customer site – assisted by a simple drag and drop interface for work orders. This not only saves employees’ time, but also wear and tear on a fleet of vehicles and gives a measurable reduction in fuel costs.   .

Improving staff morale

Many Engineers like driving, but they all know it is inherently un-productive. What they really want to do is spend their time working on customer-sites. The reduction in the travel-to-work time ratio achieved by a well optimised schedule increases job-satisfaction levels for field personnelAs the global field service market is expected to reach $4.45 billion by 2020[iv], companies that adopt automation will reap the rewards.

From filling shifts in the event of unplanned absences to managing budgets, anticipating scheduling needs to maximising productivity; embracing the right solutions can reduce costs and mitigate lost revenues; while enhancing worker mobility and improving organisational performance.View our infographic about “A Day in the Life of a Field Service Engineer”  with HSO Advanced Field Service.

For more information about the benefits of automated field service scheduling please contact HSO. 

[i] https://www.servicepower.com/blog/top-5-field-service-industry-trends-for-2018

[ii] https://www.reachoutsuite.com/field-service-management-stats-and-trends-2018/

[iii] https://blog.capterra.com/10-field-service-statistics-to-keep-you-in-the-know/

[iv] https://www.reachoutsuite.com/field-service-management-stats-and-trends-2018/

LinkedIn: www.linkedin.com/company/overit-field-service-management/

YouTube: https://www.youtube.com/playlist?list=PLsHkXVJHiv97sgUWnjxVFwKSotUvJJd-G

Website: www.overit.it/en

Description

OverIT is a multinational company backed by US capital, with more than 20 years of international and cross-industry experience in Field Service Management. It is recognized by global leading IT consulting firms, as Gartner, IDC, Forrester, as a “Leader” and “Visionary” vendor in FSM, Mobile WFM, and AR industries.

OverIT serves Energy & Utility, Oil & Gas, Manufacturing, Telco, Service Providers, as well as Health & Medical with specific product templates.

The know-how gained in over 20 years of operational experience, has enabled OverIT to help more than 300 global customers and 150,000 Field Service user transform their processes, thus leading us to herald a new Field Service Management era, where task debriefing is now totally hands-free.

By relying on innovative technologies such as Augmented Reality and Artificial Intelligence to optimize field activities, our clients’ resources are improving operational performance and customer satisfaction, while reducing costs.

Products

Geocall is a fully parametric product for managing and optimizing the end-to-end Field Service process. It is the first solution enabling hands-free vocal debriefing and field force collaboration, while providing several vertical industry configurations that allow customers to efficiently manage, schedule and optimize jobs with the support of Artificial Intelligence. Moreover, Geocall enables technicians on advanced mobile and wearable devices, and allows the WOs debriefing, as well as the performance of strategic analysis.

Powered by state-of-the-art Augmented Reality, Artificial Intelligence, and Knowledge Management features, SPACE1 Augmented Collaboration enables organizations with a fully collaborative solution. The product increases safety and provides the best support for frontline workers during maintenance, inspections, and troubleshooting tasks. It also enhances collaboration to streamline training and presentations among customers, suppliers, and stakeholders.

Latest Video from OverIT: 

Contact information: 

To schedule a free consultation or discover more about simPRO, visit:

 www.simprogroup.com

Services Provided by simPRO:

• Field service management
• Job management
• Project management
• Asset maintenance
• Business reporting
• Enterprise solutions

All About simPRO:

simPRO is a leading field service management solution for service, maintenance and project contractors. Connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting.simPRO is a global company with offices in Australia, New Zealand, the United Kingdom and the United States.

Latest Video from simPRO: 

Download: https://vimeo.com/simprosoftware/download/415392012/9d0fc9a1da

Latest Resources from simPRO:

Ultimate Guide to Field Service Management Best Practices:

Your field service business has lots of moving parts. From managing assets to scheduling and dispatching field staff, managing your workflows efficiently is the key to keeping customers happy and growing your business. So how do you keep track of it all?

Manual data entry and using spreadsheets wastes valuable time better spent completing jobs (and getting paid faster)!

Relying on tedious phone calls between field and office staff for schedule changes and job updates can cost you money and create miscommunication resulting in frustrated customers.

Read more... 

simPRO ranks in Capterra’s Top 20 Work Order Software list:

We are excited to announce that simPRO has been named in the Top 20 Best Work Order Software list by Capterra. The Top 20 Best Work Order Software list is a user-generated list based on verified ratings from Capterra users.

To be featured on the list, software must offer core work order functionality and have at least 20 unique user reviews between September 2018 and September 2020.

Read more...

In this sample from the Field Service News webinar Field Service System Overview: Microsoft Dynamics for Field Service and the eBECS added IP Kris Oldland, Editor-in-Chief, Field Service News hosts a Q&A session with the session presenters Michael Smythe and Alice Walton.

Want to know more? The full webinar is available to Field Service News subscribers only - but if you are a field service professional then you can apply for a complimentary subscription now on the link below and we will send you links to access the full webinar as a thank you for your application!

Apply for Field Service News subscription now by clicking here

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Contact information: 

To learn more about HSO solutions or to schedule a demo:

Key Contact: Debbie Perry,

Address: HSO UK, Enterprise Point, Sharston, Manchester, M22 9AF  

Tel:  0161 300 6060   

Email  info-uk@hso.com

Web: www.hso.com/

Services Provided by HSO:

Microsoft Dynamics 365 for Field Service & Dynamics Advanced Field Service from HSO – powerful end-to-end field service management software with integrated CRM functionality that makes it easy to stay on top of all aspects of the field service process, benefiting planners, technicians, and service managers alike.

All About HSO:

Intelligent, world-class Field Service with end to end management from HSO

HSO specialises in implementing, integrating, optimising and maintaining Field Service Management solutions based on Microsoft Dynamics 365, AX, CRM, SharePoint, Azure, Power BI and Office365.  

We ensure that you have an intelligent, world-class, field service management solution to manage all aspects of the end-to-end field service management cycle. We deliver positive and connected on-site customer experiences, increasing first-time fix rates and revenue for your business. HSO, as a Microsoft Dynamics 365 for Field Service partner, helps companies build long-term customer relationships that are personalised, proactive and predictive across all of their business functions – enabling the transition from a cost centre to a profit centre and ensuring high levels of customer satisfaction. Our close relationship with Microsoft allows us to keep you up-to-date with new developments for the whole Microsoft stack of solutions. 

A positive customer experience is an increasingly important ingredient for field service companies to win and retain their customers. Our close understanding of the Field Service industry enables us to configure Microsoft Dynamics 365 for Field Service precisely, ensuring that we achieve the very best implementation for any shape or size of field service company. 

Dynamics Advanced Field Service from HSO, on top of Microsoft Dynamics 365 for Field Service, provides all the tools a company needs to satisfy the most complex of Field Service requirements. Dynamics Advanced Field Service from HSO offers significantly enhanced functionality with extended case management integration and capabilities within Customer Assets, Warranty Control, Extended Case Management, Agreement Coverage for Charging, and Improved Work Order Actuals Registration.  

HSO employs 700+ professionals and maintains a worldwide presence with locations in Europe, North America and Asia. Our project delivery capabilities rely on more than 30 years’ of practical experience, having delivered 1500+ successful implementations in countries all over the world. HSO is a member of the Microsoft Inner Circle and proud to be honoured as the ‘most customer-focused’ Microsoft Partner.

Resources from HSO: 

TRENDBOOK: The lights are on green for Augmented Reality in field service

It is not a question of whether field service organisations will use Augmented and Virtual Reality tools (AR/VR) on a large scale, but when.

This detailed 16 page trend book outlines the key information field service organisations need to digest to prepare themselves for harnessing the power of this important new technology, 

Infographic: A day in the life of a Field Service Engineer, with HSO Advanced Field Service

Today’s service organisations are faced with increased competition, advancing technology, and an ever-evolving workforce. In order to maintain competitive advantage, streamlining operations is key. HSO Advanced Field Service can help achieve these objectives, no matter what your industry or what you’re servicing. Let’s take a look at a day in the life of a Field Service engineer to see how.

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REPORT: The Total Economic Impact™ Of Microsoft Dynamics 365 For Field Service

Microsoft’s Dynamics 365 product line provides small businesses and enterprises with a blend of enterprise resource planning (ERP) and customer relationship management (CRM) solutions for a multitude of use cases across the organization, both internal and customer-facing

The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Dynamics 365 for Field Service on their organizations.

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Dynamics Advanced Field Service for Microsoft Dynamics 365 for Field Service

 

For professional service organizations, managing every aspect of the end-to-end cycle of field
service management is critical. In an ever-changing world with a growing focus on servitization
field service organizations must adapt.