The Field Service Industry is experiencing some explosive growth and is steadily becoming a focus for many organizations. Field service management is about more than just having the right tools for the job no matter where you are. It’s about being able to connect with your most important asset, your customers. There are some unique field service trends happening today, and Microsoft Dynamics CRM and field service management solutions are helping to create a customer service story that spans multiple channels, maximizes employees’ efficiency, and exceeds customer expectations. Listen as Dan Cefaratti, our Field Service Practice Director, dives deeper into what those trends are and how they are impacting the Field Service industry today!
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Hi. I’m Dan, and today we’re going to talk about some of the top trends that are driving transformation in the field service industry. One of the top trends that we see is the desire to increase customer satisfaction. We all know how hard it is to get and retain customers in today’s environment. By leveraging Dynamics CRM, the agent is able to quickly access all the information, all the assets that that customer has. If they can’t solve it over the phone, find the appropriate technician that they can quickly dispatch that’s going to have the right skillset and tools that are necessary or parts that are necessary in order to solve their issue, and not only that, the modes of communication.
How does a customer want to communicate with your organization, whether it be email, phone, or even through a portal, or text messaging? Another major trend that we’re seeing within the service industry is the desire to turn service centers into profit centers. Now with tools like Dynamics CRM, organizations can now quickly and easily define and set up contracts, so sales folks can be more creative when it comes to selling different service level agreements to customers, helping drive increased revenues.
In addition to that, mobile tools now allow technicians, that most trusted advisor out in the field, to go ahead and up-sell and cross-sell different products and services when they’re out and dealing with the customer out in the field. A third major trend that we see is the desire to decrease service cost. For example, instead of sending technicians from one end of the city to another, we have the capability to ahead and define and set up route optimization. By leveraging the tools in Dynamics CRM, we’re able to get the parts to where we need, manage technician inventory properly, and then we can now account for all those parts and transactions that have occurred at the customer site.
The major trend that we see if the focus on the mobile workforce. Technicians today, in their personal lives, they’re carrying around mobile phones, tablets. We need that for work, too, but not only from an appearance standpoint, but how important it is from an accuracy standpoint. Also from an accuracy standpoint, think about billing, invoicing. Cash is king, so the quicker we get a more accurate invoice out, we’re reducing our DSO, all at the same time, keeping the customer happy and providing accurate information when it comes to billing and invoicing that customer.
Of course, a technician showing up at your doorstep with a pencil and paper just isn’t going to work anymore. The last major trend that we’re seeing is that eye to the future, or the Internet of Things. It’s reality today. Imagine, if you will, a machine has an issue. Before it breaks, a signal can be sent. That signal can then drive a work order within Dynamics CRM, dispatching a technician, providing the ultimate in customer satisfaction. Much quicker than folks have adopted to mobile devices, they are adopting to the internet of things because it’s there, it’s available. From Azure, capturing that key information into Dynamics CRM, dispatching a technician, and then ultimately predicting when that machine will fail, providing the ultimate in customer satisfaction. Please join me, Microsoft, and Forrester for a webinar on May 11th where we discuss these topics and more in depth. Thanks for watching the CRM Minute.