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Latest release of Dynamics 365 Field Service accelerates performance and profitability
10 Jan, 2024
Field service is a complex and challenging domain that involves coordinating business partners, subcontractors, multiple business units, processes, systems, and resources. When companies want to upgrade their services and improve business outcomes, it’s often these outdated and siloed processes and systems that hamper their performance and profitability. Microsoft Dynamics 365 Field Service covers the complete service process and helps teams to deliver faster and more impactful frontline services.
Gert van Turennout is one of HSO’s most experienced field service consultants, working as team lead and solution architect in close collaboration with not only customers but also with the Microsoft Product Team. In this blog Gert talks more about recent updates of Microsoft Field Service and how the new mobile app and the latest AI technology add great value for its users.
“D365 Field Service is a mature solution, covering the complete field service process”
Gert: “Our customers are looking for ways how to accelerate their digital transformation, which means harmonizing their field service process and using one software application is critical. We help them by providing best practices and a unified process across the organization.
I have been working with Dynamics 365 Field Service for quite some time and the maturity of the application has increased enormously. Compared to several years ago, the application covers the complete service process: from the creation of the work order, the preparation and planning, to supporting technicians on the road, on the job and after the job is done. Recently the new Field Service mobile app has been released, and Copilot, adding out-of-the box AI capabilities. Both make a huge difference for the end users.”
New mobile experience of Dynamics 365 Field Service
Gert: “The biggest improvement of the new mobile app is the optimized UX for technicians (or other field workers). The app is no longer a mobile version of the full application, but users have the experience of an app: seeing only the information they need to get the job done. For example, users have quick access to all the customer or product information they need. But also, many features that simplify administrative tasks, like updating the status of an appointment or finding an optimized route navigation. It is much easier to select and change work order details, add notes or images.
Increase field service performance significantly with AI
Gert: “AI tools, like Copilot are a huge accelerator when it comes to increasing productivity and performance of field service teams. From what I have seen and how customers respond, these features are very promising!
Take work order creation for example: a front-line manager can create work orders in Outlook using AI, without having to switch between multiple applications or fill out complex forms. Or work order summaries: planners and managers get a summary of work orders for a specific period, location, or customer, including information such as status, priority, duration, and cost. Another great asset is resource planning. Planners get recommendations to connect work orders to technicians, based on attributes such as availability, skills, and expertise. All of this helps to optimize resource utilization and allocation and reduce travel time and costs.
A lot of the administrative burden is being automated. For example, just by saying “I am now on my way to the customer”, or “Job is done, I am going to the next customer”, this is added to the work order details. Copilot can also make a summary of the work done, including time of arrival, duration and completed tasks, and next steps.”
Customers can’t wait to get started with Dynamics 365 Field Service
Gert: “When we demo the capabilities of Dynamics 365 Field Service, most customers can’t wait to get started. We find that the biggest hurdle is not so much implementing the tech, but the necessary change within an organization, like harmonizing processes across business units.”
An urgency to accelerate and innovate
Gert: “The developments around Copilot and AI are moving fast. Each month we contact the Microsoft Field Service product team and discuss updates, feedback and ideas for further improvements. Our customers feel the urgency to accelerate and innovate. And I have not even mentioned the whole world of IoT. Take for example a construction company that is installing sensors on all its bridges and in tunnels. Combining these data sources with all new field service technology opens the door to new business models and opportunities, where predictive maintenance and prevention replace repair assets when they are already broken.
As HSO, we have a strong position to help customers realize their digital transformation and connect all these technological capabilities. We are the recognized field service partner for Microsoft. I am proud to be part of such amazing projects and to be able to contribute to our customers’ success.”
“When end-users start using the app, the response is very positive. Technicians on the road have easy access to all the information they need, the information is correct and up to date, it saves time and the first time-right rate rises immediately.”
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