To meet customer demands with the field service organization, companies must ensure that the right technician gets in front of the customer at the right time and the right parts to provide the result of issue resolution.

The best service organizations have taken the next step in scheduling. They have evolved from reactive scheduling to predictive forecasting. This pro-active service not only prevents more assets from breaking down, but it also shows the customer that they are essential. The customer relationship does not end with responding to a customer problem. Resolution is imperative in meeting Service Level Agreements with customers and maintaining a healthy partnership. Dynamics Service Management provides you with the critical functionality to manage your service business and supports you in realizing and improving your customer satisfaction level.

Features

• Supports tracking and tracing of service requests including prioritization based on the severity matrix
• Supports multi-level as maintained object hierarchies (e.g. sites, systems, components)
• Manage contracts, including SLA's, periodic invoicing, revenue recognition and price agreements
• Provides full financial forecasting and cost evaluation
• Supports service logistics, financials and work orders for field service as well as workshops
• Assign the right engineer to the task based on skills using the Scheduling Overview
• Real-time statistics on costs and revenues regarding a service contract/object

Benefits

• Increased service revenue creation and cost containment
• Increased contribution of service to total company results
• Improved service operational performance and efficiency
• Increase percentage installed base under a service contract
• Improved levels of customer satisfaction and retention
• Enhanced competitive market differentiation
• Increase in workforce productivity and first -time fix percentage
• Full integration with Dynamics 365 for Finance and Operations, Enterprise edition for further utilization of inventory and finance processes

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