Microsoft Dynamics 365 for Field Service

Microsoft Dynamics 365 for Field Service Video

Because field service is customer service

From service calls to equipment maintenance to asset and inventory management, field service companies require connectivity across the boards. And if you’re doing field service at the highest level, it’s about being predictive across the boards, too.

Effective field service management means more than just the right resources at the right place. It requires a comprehensive customer view — from contact info to contract details — that supports technicians in delivering superior service, no matter where they may be in the field.

If you’re ready to move from reactive to predictive, to define and resolve issues remotely, and to empower technicians with all real-time customer and contextual data, Arbela can help with a Dynamics 365 Field Service implementation that keeps customers, technicians, and companies connected.

Arbela Field Service Quick Start

Arbela Technologies will ensure a strategic fit for your business goals. We know that time and costs are often a consideration in implementing a new platform.

We’re now offering a Quick Start Dynamics 365 Field Service program that can equip you with all you need to get started in as little as 30 days and for a fixed price. It's all about having the right tools at the right place at the right time and providing a solution to ensure both customer satisfaction and retention.


Scheduling, contract management, inventory management, and more

In addition to empowering you and your team with the ability to automate the capture and analysis of more actionable information, Dynamics 365 Field Service delivers most every business functionality required:

  • Scheduling: manage people and equipment with flexibility via a drag-and-drop schedule board

  • Contract management: manage terms and conditions, and update customer service programs with ease
  • Inventory management: identify surpluses and deficiencies, and create automated workflows to speed the supply chain and reduce storage and transportation costs
  • Mobile productivity: keep field service staff virtually “close to home” via real-time and offline data streams; create feedback loops to optimize service and conserve resources

If you’re in any vertical where optimal field service is critical — oil and energy, food services, telecom, healthcare, transportation, and more — Arbela has both the industry experts and platform expertise to deliver a solution that meets your exact needs.

IoT is simply a tool — it’s what you do with it that matters

IoT empowers you to collect critical data from everything (hence, the Internet of Things) in your field service operations: transponders on tankers, security system reports, wireless inventory trackers, and more.

Arbela will deliver a custom Dynamics 365 Field Service solution that employs AI and machine learning to help you better capture critical data, and remotely solve challenges identified by IoT. I.e., you can address a customer’s needs before they even know about them. 

Deliver better outcomes with IoT
Enhance your service experience by proactively detecting, troubleshooting, and resolving issues so a technician is dispatched only when necessary.

Make technicians more effective
Empower technicians with a 360-degree view of your customers and real-time guidance to improve resolution time and earn customer trust.

Optimize your resources
Automate and improve scheduling to dispatch the right technician and get the most value out of your resources.

Service Agreements

Dynamics 365 for Field Service maintains the accuracy of service contracts, warranties, and installed products across customers, geographies, and locations. When contract data is accurate and available, SLAs are met, customers are satisfied, and all service revenue is accounted for. Enhanced visibility into accurate contract information not only drives faster, more accurate billing, it enables field service teams to identify new sales opportunities to drive additional revenue.

Dynamics 365 for Field Service Contract and SLA Management allows you to:

  • Manage terms and conditions
  • Automate escalations
  • Track asset location, maintenance needs, and repair history
  • Apply different billing rates for various types of work and materials
  • Classify assets with barcodes or serial numbers
  • Track warranties against assets
  • Provide field staff with visibility into terms and expiration dates
  • Ensure that service and billing conform to warranty stipulations

Mobile Field Service

No matter what device is used, organizations can leverage native mobile applications to provide real time and offline data and gain visibility into customer information to improve field processes and increase technician productivity.

Mobile workers are provided with a calendar of work order details that can be dynamically updated. Work orders are linked to customer and case history, installed product configurations, parts information, pricing, and more.

  • Access all relevant information like case, customer information and history, equipment, and recommended steps for repair.
  • Easily update work orders to ensure accurate information.
  • Maintain consistency of work performed with step-by-step checklists.
  • Launch and complete satisfaction surveys.
  • Capture client signatures, generate invoices, and collect payment.
  • Take and store photographs of work.
  • Route technicians on the best route with turn-by-turn directions.
  • Technicians update their status between traveling, working, on break, etc. to ensure visibility for dispatch

Connect Field Service through the Internet of Things

Connected Field Service with the Internet of Things (IoT) allows a field service organization to detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary. In a traditional field service organization, the customer has a problem and calls to get it fixed. Connected Field Service through IoT, eliminates the customer concern by attempting to complete self-healing repairs remotely before sending out a technician.

  • Decrease the number of repair appointments by sending fewer technicians onsite.
  • Identify and fix problems before customers are aware with sensors sending alerts.
  • Solve issues before failure with automatically initiated, multi-layered troubleshooting.
  • Identify underperforming products by looking at aggregate device data.
  • Perform “just-in-time” preventative maintenance by understanding actual consumption.

Customer Centric Experience

Field Service puts customers at the center of all interactions by keeping them informed, making communication easy, and ensuring they have positive interactions at every step.

Better Together

With intelligent business applications across CRM and ERP, Microsoft Dynamics 365 gives you choice. Start with just what you need and then add apps as your needs change.

  • Sales: Technicians can identify and create opportunities in the field for sales teams.
  • Project Service Automation: Use the same resource pool for short or long term projects.
  • Customer Service: Accept customer concern calls through phone, email, social, or chat.
  • Operations: Automate warehouse processes.