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Dynamics 365 Blog
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Sajith Sahadevan

Senior Product Marketing Manager, Dynamics 365 Field Service

Posts

Shop Field Service workers meet with operations manager and team members.
Shop Field Service workers meet with operations manager and team members.
Field service organizations have traditionally operated under the break-fix model, responding to device failure after the customer reports an issue. This operating model has grown costly and inefficient and has proven less than effective in satisfying the customer’s rising needs. As the field service industry rapidly evolves toward a proactive and predictive model, cutting edge...Read more
Aerial view of Singapore.
Aerial view of Singapore.
This week, at Smart City Expo—in Barcelona—we’re excited to showcase new innovations that will transform Smart City programs worldwide. Smart cities are no longer science fiction. They’re here and now and growing quickly as the Internet of Things (IoT) expands and spreads throughout municipalities around the globe. Some predict the smart city industry will be...Read more
Field service technician using Dynamics 365 Remote Assist.
Field service technician using Dynamics 365 Remote Assist.
Technology is transforming quickly and evolving at an accelerated pace. That evolution is significantly impacting how we work, what we work on, and how we serve our customers. As technology is speeding forward, creating greater efficiencies, it’s also pushing bleeding edge technologies into the mainstream. Mixed reality is a combination of realities—augmented, virtual, and real...Read more
a rainbow over a city at night
a rainbow over a city at night
The term smart city usually focuses on infrastructure and how big data and information technology can be used to better manage urban assets such as waterworks, roads, and public transit. Smart denotes physical assets connected to the Internet of Things (IoT) via sensor technology streaming data such as smart parking meters or smart streetlights. Smart...Read more
Customer service agent using Field Service.
Customer service agent using Field Service.
Field Technologies Online reported that 53 percent of field service organizations cite ensuring mobile workers are operating at optimal efficiency and productivity as their number one challenge. This pain point bleeds into other challenges, including the respondents second largest concern of meeting growing customer demands and expectations at 46 percent. These two challenges make sense...Read more
a man standing in front of a box
a man standing in front of a box
A new study by Forrester Consulting calculates the potential return on investment (ROI) for implementing Microsoft Dynamics 365 for Field Service can help organizations realize benefits of $1.8M over three years, adding up to a net present value (NPV) of $1.4M and an  ROI of 363 percent. The Microsoft-commissioned Total Economic Impact™ (TEI) is based on...Read more
a person sitting in a chair
a person sitting in a chair
Many manufacturing organizations are transitioning from a traditional product business model to an “as-a-service” business model—including flexible consumption models (FCMs) and “Anything-as-a-service (XaaS)—that lets them pay for what they use. “As-a-service” models provide compelling benefits, such as: Predictable and renewable revenue streams Greater value to the customer, as they only pay for what they consume...Read more
a group of people wearing orange
a group of people wearing orange
As the manufacturing marketplace continues to evolve, so do customer expectations. Customers expect faster and faster response times and improved asset availability. To meet these growing demands, manufacturers need to transform field service to increase efficiency and ensure a first-time fix. Today’s average first-time fix rate is 74 percent, which means over 25 percent of...Read more
Service organizations are continually challenged to meet rising customer expectations. It often seems like creating a positive customer experience and growing customer engagement are moving targets. And confusion arises as these terms are often used interchangeably. Understanding the difference is the first step in enhancing the customer experience and customer engagement. First, let’s define the...Read more
A field service worker in a yellow reflective vest working on a Microsoft tablet.
A field service worker in a yellow reflective vest working on a Microsoft tablet.
A field service engineer’s job can be a bit like looking for a needle in an enormous haystack. For example, trying to isolate the cause of a customer’s inexplicably high heating bill in the month of August. And for the longest time, companies made do, thinking the challenges of troubleshooting, such as scheduling inefficiencies and...Read more
Field service organizations have historically run under a reactive, break-fix operating model, only able to respond to device failures after customers report a problem. Modern field service organizations need new ways to make sense of available information to enable their people and take early action to address customer needs. Intelligent, predictive systems driven by artificial...Read more