1. Dynamics 365: Connected Field Service
By: Nevin Anderson

2. Let’s Talk About Service
Who are the players?
Operations
Technicians
Customers

3. Let’s Talk About Service
No Service
Break Fix
Preventive Maintenance
Predictive Service
Never Fail Service (aka No Service)
This takes us from no service desired through the stages of service. The goal is to end up with absolutely vital service that the client depends on but is almost completely transparent to the client. The example is the power company. The power is always on. When it’s not, we notice. Nobody is rushing to disconnect their power.

4. Improve Satisfaction and Productivity
of consumers say valuing their time is the most important thing a company can do to provide good service.
73%
65%
of incoming service requests require field visits and of those service visits,
26%
require secondary or follow-up visits.

5. How to do both? Today Goal Improve customer satisfaction Or
Improve productivity
Improve customer satisfaction
And
Improve productivity

6. Business Leaders Focus
Customer first
Connected interactions
Empower organizations

7. Project Service Automation
Dynamics 365
Intelligent business applications in the cloud
Microsoft AppSource
Marketing*
Sales
Customer Service
Field Service
Project Service Automation
Operations
Microsoft Dynamics 365
Customer Insights
Azure IoT
Power BI
Cortana
Intelligence
These applications work seamlessly together to manage specific business processes across, Sales, Customer Service, Field Service, Operations, Project Service Automation and Marketing. Specifically on the marketing front, we want to note out our recent announcement with Adobe, that we are partnering with them to make Adobe Marketing Cloud our preferred marketing service for Dynamics 365 for the Enterprise Edition. This is exciting as we help businesses deliver compelling and personalized experiences through every phase of their customer relationships.   
Now what makes Dynamics 365 unique is that it harnesses the power of One Microsoft. Data has become the new currency, and organizations create and have access to more of it, and faster than ever before. The challenge is how to transform it into intelligence that generates action and drive outcomes. Dynamics 365 will allow organizations to adopt individual business apps such as Marketing, Sales, Service and Operations, but as organizations adopt more of the apps, synergies will be unleashed in the form ‘Intelligent Business Processes’.  This will help proactively guide employees & customers to generate optimal outcomes.
Take Project Service Automation as an example. Project teams can use it as standalone app in close alignment with Office 365, but when combined with Operations, the time and expense reports that project members submit, will automatically go to account, HR and Payroll systems, and Project Accounts will be automatically updated for Finance in the Operations App.
It sounds basic… but the fact is that the classic delineation between CRM and ERP has created a separation in data and processes. Dynamics 365 breaks down this separation, and our business platform strategy together with CIT and IOT is centered on enabling this to new levels.
Common application platform: PowerApps, Microsoft Flow, Common Data Service
*Brought to you by Adobe Marketing Cloud

8. Microsoft Dynamics 365 for Field Service
Master the service call
Contract management
Customer-centric experience
Technicians
Connected field service
Schedule & dispatch
After a field service organization has made a service agreement with a customer, work that follows needs to be scheduled, documented, completed, and paid for. Let’s take a look at some of our highlights in this process.
As part of Dynamics 365, customer cases and concern calls that originate from any channel, including phone, , or even social media mentions can be converted into work orders when onsite work is required. In this release, we even accept concern calls from devices. Once a work order is created, the next step is to schedule a person for the work.
Scheduling is important because usually an agent has made a service promise to the customer, so getting the schedule right is imperative to keep that promise. We provide complete flexibility in how organizations choose to schedule their resources by offering manual, assisted, and now in this release, automated, optimized scheduling – more on that later. In each of these workflows, we support our schedulers with visual cues like seeing already scheduled appointments and technician’s driving routes along a map, color coding types of work, and showcasing a large view of the schedule board so schedulers can see where appointment gaps appear.
Part of the dispatch process is ensuring that the right parts are on the truck to get the job done. We leverage inventory management capabilities that capture real time information from deliveries and even from technicians in the field who make live updates around parts consumed. This means the right parts are always ready to go. We also handle returns if a part is defective or needs to be returned for another reason.
It’s imperative that the customer be kept informed at all stages of service delivery. New in this release, field service organizations can leverage an API with Twilio to send automated texts and reminders and customers can login to an online portal to view upcoming appointments.
On their way to, and at the customer location, we enable technicians with a mobile application that helps them succeed. Each tech updates their status between driving, in-progress work, and completed work. This information allows schedulers to get a real time view of what’s happening with each technician and each job. Data collected over time paints a picture of how long each type of appointment actually takes. The mobile app also empowers the field technician by providing step by step instructions on how to complete the task at hand. The technician can snap photos of the completed work, get customer sign-off, and even collect payment. Organizations who leverage Dynamics 365 for Sales can have technicians identify new opportunities or collect competitive intel about accounts, which can be recorded through the mobile app as well.
Back at headquarters, managers review work orders and close them out.
Inventory management
Mobile
Customers
Operations

9. Contract Management
Engage with Leads from initial contact thru contract renewal
Use templates for recurring product, service, and scheduling requirements
Use Service Agreements to bill flexibly and forecast easily
of global consumers have stopped doing business with a brand this year due to a single poor customer service experience
62%
State of Customer Service Report, Microsoft, 2016

10. Schedule & Dispatch Which technician is available?
Which resource is closest?
Which technician has the matching skillset?
Who can I send to meet our SLA?
“Every time a service company rolls a truck it costs over $1,000. When you aren’t able to solve the problem on the first visit, you are flushing another thousand dollars down [the drain].”
MSDynamicsWorld.com

11. 50% Inventory Management
Accurately track stationary and mobile inventory
Provide field access to inventory and parts availability
Manage usage, requests, RMAs, adjustments for serialized and non- serialized inventory
Track customer assets (and their service history)
50%
Organizations with a first-time fix rate of less than 50% struggle to drive customer satisfaction results.
MSDynamicsWorld.com

12. Mobile On-time appointments with accurate directions
Visible case history for service location and customer assets
Template-based step-by-step instructions to meet customer preferences and expectations
Take photos of environment, condition “as found”, and completed work
Get customer signatures
Take payment
“Having real-time visibility into critical operations help these organizations to make smarter decisions, have fewer issues with data integrity and quality, all in addition to realizing productivity gains.”
Mobile Enterprise

13. Let’s Talk About Service
No Service
Break Fix
Preventive Maintenance
Predictive Service
Never Fail Service (aka No Service)

14. Connected Field Service
Anomaly detection with IoT – detect, troubleshoot, resolve issues remotely
Predictive maintenance – as needed, not on a schedule
Automated work order creation when self-healing doesn’t resolve the issue
Automatic scheduling and dispatch
“[Field Service Organizations] now want to create a long tail of services that capitalize on internet-enabled devices, involve intricate levels of service, and go beyond fix-it-when-it’s down “
MSDynamicsWorld.com

15. Keep stakeholeders in the loop!
Twilio
send automated texts and reminders
Glympse
While driving to the service location, technician’s location can be seen in real- time on customer’s connected device
Portals
Mobile Enterprise

16. Let’s Talk About Service
No Service
Break Fix
Preventive Maintenance
Predictive Service
Never Fail Service (aka No Service)

17. Break-Fix to Never Fail
Expert
(advanced diagnostics)
Advanced
(self-healing)
Organization productivity
Basic
(no call)
Let’s take an example of a boiler that sends its temperature reading through an IoT connected sensor.
In the basic implementation when an alert is received that the boiler is in distress – running too hot for example, Field Service automatically creates a work order and dispatches a technician to look into the issue without any human intervention or initiation. In this, and all implementations of Connected Field Service, the customer concern call is eliminated through remote monitoring. We improve customer satisfaction by proactively detecting and repairing devices before customers even know there is an issue.
In the advanced implementation when the boiler is running too hot, Field Service responds to the alert, but instead of immediately scheduling a technician, we first ask the device to try to fix itself with a single self-healing command: a restart, for example. If that doesn’t work, then we go ahead and automatically create a work order and dispatch a technician who is now armed with the information that a basic restart did not work. Here organizations improve customer satisfaction by eliminating the customer concern call, but now also start to experience productivity gain as well, because with the self-healing command, fewer technicians get dispatched for break fix appointments.
In the expert case, there is a multi-step workflow that Field Service initiates when it receives the alert from the boiler, and it attempt to fix the device in as many ways possible without requiring human intervention. However, if those steps do not work, Field Service schedules and dispatches a technician who is now armed with a comprehensive understanding of what was tried during automated troubleshooting. This level maximizes customer satisfaction AND resource productivity because a technician is only dispatched when all other possibilities are exhausted and using diagnostics gathered from the device, technicians can more often achieve a first-time fix rate.
Incremental implementation of Connected Field Service allows organizations various entry points based on their comfort-level and goals.
In addition to shifting from a break-fix repair model to a never-fail service model, Connected Field Service also helps organizations that perform preventative maintenance appointments.
Connected field service implementation

18. Step 1: Reduce downtime
Receive proactive alerts from connected devices
Automatically respond with self- healing steps
Generate additional telemetry to inform technician about the issue
“Having real-time visibility into critical operations help these organizations to make smarter decisions, have fewer issues with data integrity and quality, all in addition to realizing productivity gains.”
Mobile Enterprise

19. Step 2: Reduce maintenance costs
Automatically generate a work order linking the customer asset and received telemetry
Select the technician having the proper combination of
Availability
Territory
Skills
Low-Cost Routing
Mobile Enterprise

20. Step 3: First-time fix
Technician has the most information possible to effect the fix:
Full service history of the customer asset
Knowledge of completed troubleshooting steps for this issue instance
Complete diagnostic data generated by the device from Step 1
Mobile Enterprise

21. DEMONSTRATION

23. THANK YOU