NOTE: We invite you to join us for an upcoming webinar on Dynamics CRM Field Service where we will discuss major changes disrupting the service industry and best practices being used. We will also give an overview demonstration of managing opportunity to work order execution process in Dynamics CRM Field Service, including highlights around intelligence, resource source optimization, and mobile field service.
The lines of sales, delivery, and ongoing support are blurring—whether you’re a sales representative, account manager, project manager, field technician, or all the above. As a result, the need for better customer intelligence and broader customer relationship management (CRM) capabilities is expanding within field service operations.
Microsoft recognizes this trend and has made major investments to expand their capabilities around the entire customer service lifecycle, helping service industries unify the way people experience and implement their businesses.
This unification often starts with first client interaction in a sales process, marketing event, or social following, and should seamlessly flow through to execution and delivery services. Success in the digital world today should be a consistent customer experience regardless of who is touching an account at every point in the services lifecycle.
Digital transformation is forcing companies to break down silos within their field service operations in order to keep pace with customer demands around a unified sale, delivery, and support lifecycle. Industry leaders are empowering their employees to work together as teams instead of individual divisions. This transformation is forcing companies to rethink their business processes, technologies, and information strategies.
Microsoft has embraced this digital transformation with Dynamics CRM Field Service and is redefining the value Field Service Automation can deliver to services companies. Traditional systems are focused on resource scheduling, dispatch, and work order management, which are critically important, but they lack functionality need to manage the entire customer experience. This makes it difficult for technicians, project managers, and account managers to collaborate on the dynamic needs of their customers—resulting in a reactive versus proactive service delivery model that directly effects profitability and customer service levels.
Microsoft disrupts these traditions by intentionally architecting a Field Service solution within Dynamics CRM Online, merging the worlds of Field Service Automation and Customer Relationship Management to fully integrate the customer management lifecycle. The outcome is a foundation that provides a 360-view of your customer interactions including opportunities, quotes, orders, projects, cases, communications, assets, social dialog, accounts, tasks, service agreements, schedules, work orders and so much more. What makes Dynamics CRM Field Service truly unique is you can personalize your deployment to your business and end-user needs, allowing you to scale up or down as functionality is required.