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Field Service and CRM –A Dynamic Pair!Dan CefarattiField Service Practice DirectorBill KernSenior Solution Consultant
AGENDAAbout PowerObjects, an HCL CompanyField Service: Drivers for ChangeSolution OverviewBenefitsDemonstrationQuestions ?
About PowerObjectsPowerObjects was founded in 1993We have been 100% focused on CRM since 2008Recognized leader in the industryWorldwide Microsoft Partner of the Year in 2012 and 2013Our staff is diverse – hailing from 17 different countriesand speaking 31 different languagesOne of the most widely visited Dynamics CRM websitesin the world- including our blog and our free onlineDynamics CRM guidebook: The CRM Book3
Field Service: Drivers for ChangePOVRevenue x% or Over a Period IncreaseOurServiceProvide Timely and EffectiveCommunications Reduce Costs x% or Over a Period of TimeImprove First Time Fix Rate Increase Customer Satisfaction / NPSGrow Service Revenue andSales Adhere to Regulatory ComplianceEyes to the Future:“Internet of Things” withconnected Machinesof Time Increase Employee Productivity Increase Employee and Partner Satisfaction4
Field Service in Microsoft Dynamics CRM:Changing the CRM Landscape Salesforce Automation Lead ManagementSales ForecastingOperational Reporting Opportunity Management Sales Processes (Lead-to-Close) Pipeline Management CampaignsWeb Forms Surveys SocialSalesCustomerCareMarketingFieldService Trouble TicketingCase Management Customer PortalsKnowledgebase Customer HistoryUnified Service Desk Operational ReportingChat QA Reporting Scheduling/DispatchTime & Resource Service ActivitiesInventory KPIs & ReportingCustomer & Sub Contractor Portals Nurture MobilitySLA’s Marketing Automation Service AgreementsAssets/WarrantyRoute OptimizationRMA/RTVProcess Automation
Dynamics CRM Field ServiceAnalyticsDelvePower eMaintenanceParts &LogisticsWork OrdersScheduling &OptimizationOffice 365Customer &PartnerInternet of ThingsPortalsMobile lyticsOffice 365SocialEngagementAzurePower BIScheduling &OptimizationERP
Closed Loop Service LifecyclePRODUCT / SERVICEPURCHASE Service Contract Maintenanceschedule Tiered SLASERVICEISSUE Case Management KnowledgeManagement Remote deviceMonitoring Customer SelfService Entitlement CheckWORK ORDERCREATION &DISPATCHREPAIRINVENTORY Workforce routing& Optimization Partner Visibility SLA Compliance Mobile Access Work OrdersCollaboration Service History Parts Management Forward Logistics RMA & RTVManagement Van Stock Visibility PurchasingCLOSE Signature Capture Invoicing Product/ServicesPricingANALYZE TickerReportsDashboardsFailure AnalysisProfitability
Delivering Value Across the EnterpriseEXC. Management Rapid and on-demandconfiguration Robust reporting and businessintelligence Revenue expansion and growth Delivering productivity gainsOperations Management State-of-the-art routing andscheduling Advanced work processautomation and reduces backoffice Improved resource assetutilizationMobile ResourcesIT Organization Increased Productivity Flexible deployment optionswith off-the-shelf functionality Enhanced coordinationwith dispatch Highly scalable softwareplatform Electronic capture of allinfo, including signatures Comprehensive integrationwith existing appsCustomer Improved customer experience Faster response and ticketclosing Better visibility and statusinformation Differentiator driving customerloyalty
Benefits of Dynamics Field ServiceProductivity20-25%IncreaseCustomer Satisfaction Scores13-17%IncreaseService Revenue20-25%IncreaseFirst Time Fix Rates15-20%IncreaseAverage Time to Repair16-20%DecreaseField Service Costs12-16%Decrease9
Visibility into Your Business
Visibility into Your Field Organization
Our POVDEMO12
DEMO AGENDA
Service Management LifecycleInstalledBase CaseManagementWarrantyService ContractPM SchedulesProduct HistoryConfiguration Contact Center and USDCTIKnowledgebaseCustomer PortalChatWork OrderManagement Call hnicianDebrief CalendarT&MInventoryMobileOfflineBusiness Process Driven Service FlowCase Management, Break/Fix, PM, Depot Repair, etc.
Four Methods for Schedule, Assign & DispatchManual Assignment(Queue or Preferred Providers)Immediate Dispatch(Rules Based)Notify Technicianor Partner/DistributorATC CoordinatorsInteractive AssignmentSchedule BoardAutomated AssignmentResource and Route Optimization
Questions ?Dan CefarattiField Service Practice DirectorPhone: 678.404.5495Email: dan.Cefaratti@powerobjects.com
One of the most widely visited Dynamics CRM websites in the world- including our blog and our free online Dynamics CRM guidebook: The CRM Book. About PowerObjects. 3. . Marketing Automation. Dynamics CRM Field Service. Delve. Customer & Partner Portals. Scheduling & Optimization. Analytics. Office 365. Power BI. Mobile Technician Experience .
