The service and support industry is undergoing a massive transformation where an increasing number of employees are working remotely or at distributed locations. Naturally, customers are demanding self-service options to resolve their issues without relying on a human agent or technician. In the meanwhile, the emerging businesses haven't been able to cater to the dynamic changes in the market effectively. Leveraging Dynamics 365 for Field Service, we at Metadata are able to provide solutions that cater to many such needs. The capabilities of the Microsoft platform ranges from automated work order creation and technician assignment to gaining insight into customer behaviour and much more. Dynamics 365 for Field Service also integrates seamlessly with native and third party enterprise applications (ERP systems) giving users an unparalleled view of customer cases, interactions across multiple touchpoints throughout the customer lifecycle.
Stay on top of business needs by automating customer service operations with Dynamics 365 for Field Service. Create service contracts, send reminder messages, manage appointmen...ts, and process payments. Track time, capture, and upload documents from the field.
Get ahead of customer’s expectation through remote access and pre-emptive maintenance, avoiding downtime while increasing CSAT. Assists technicians to perform on-site repairs..., remote access, and pre-emptive maintenance with Dynamics 365 for Field Service.
Work efficiently and deliver optimal results with minimal disruption to the customers' operations. Empower technicians to increase first-time fix rates through onsite data upda...te, access to Knowledge base, and use of mixed reality to collaborate with more experience colleagues.
Dispatch technicians when and where needed most through unified workflow resulting in reduced operational costs. Empower service engineers to predict potential cases and make m...aintenance recommendations using data analytics, machine learning, IoT, and AI.
Purpose-built business applications for Field Service Managers
With a single view of customers, service executives can provide the right information at the right time to technicians to resolve cases faster.
Intelligently schedule resources, anticipate requirements, and make provisions through an SLA-based Work Order Management System
Better coordinate your service and field operations team to be connected with customers at every touch point, resolving cases as they arise
Have a clear visual of technician calendars and work schedule, allowing the most suitable resource cater to specific requirements.
The power of mobile apps, IoT technology, and remote assist functionality makes identifying and resolving customer issues more comprehensive and time-bound.
Promote inter-departmental collaboration via Microsoft Teams to facilitate conversations and automatically have key points stored within Dynamics 365