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Dynamics 365 Blog

Sajith Sahadevan

Senior Product Marketing Manager, Dynamics 365 for Field Service

Posts

City skyline - using IoT to build smart cities.
City skyline - using IoT to build smart cities.
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...

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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...

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A man and woman in a warehouse reviewing shipment orders using Microsoft Dynamics 365 for Field Service.
A man and woman in a warehouse reviewing shipment orders using Microsoft Dynamics 365 for Field Service.
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...

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Man and woman sitting in an office meeting.
Man and woman sitting in an office meeting.
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...

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Three people in hard hats talking at a manufacturing plant.
Three people in hard hats talking at a manufacturing plant.
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...

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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...

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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...

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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...

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