PowerObjects Service Innovation SeriesField Service and CRM – A Dynamic Pair!
Dan CefarattiField Service Practice Director
Bill KernSolution Architect
PowerObjects: Agenda
About PowerObjects, an HCL Company
Field Service: Drivers for Change
Solution Overview
Benefits
Demonstration
Discussion
Field Service: Drivers for Change
• Increase Service Revenue x% or $ Over a Period of Time
• Reduce Costs x% or $ Over a Period of Time
• Increase Employee Productivity
• Increase Customer Satisfaction / NPS
• Increase Employee and Partner Satisfaction
• Adhere to Regulatory Compliance
Provide Timely and Effective
Communications
Improve First Time Fix Rate
Grow Service Revenue and
Sales
Eyes to the Future:
“Internet of Things” with
connected Machines
PowerObjects: Why PowerObjects
Satya NadellaCEO Microsoft
1,175 Active Microsoft Dynamics CRM Customers
300 + Onshore / 50 + Offshore Microsoft Dynamics CRM Resources
50 + Offshore Microsoft Dynamics CRM Resources (Chennai, India)
Largest Dedicated Microsoft Dynamics CRM Support Desk
250,000 PowerPack Users Worldwide
PowerObjects: Our Practices
#1 GrowthHeavy InvestmentsExpansionDelivery Center
Customer Care Field Service Project Service
Engineered Assets & Accelerators
Educational & Training Curriculum
Microsoft Product Team Alignment
Webinars & Events
Delivery Onboarding
PowerObjects: Alignment with Microsoft
PowerObjects: Microsoft Alignment
PowerObjects is a Top Microsoft Dynamics CRM partner and
we work very closely with the Microsoft Services Product Team’s
in both Redmond, WA and the Delivery Center in India, in addition
to the GM of Worldwide Incubation for Microsoft.
We have helped Microsoft build assets & accelerators for
the product, including the Skype integration, and our offshore
team does core development on the product with the
Redmond and India product teams.
PowerObjects collaborates with the Microsoft Product Team on
a weekly basis for touchpoints on various projects, new ideas
and innovation, and help think through sequencing and
prioritization of functionality and solutions for future releases.
Microsoft Dynamics CRM: Changing the CRM Landscape
• SalesforceAutomation
• LeadManagement
• OpportunityManagement
• SalesForecasting
• Reporting
• Sales Analytics• Campaigns• Web Forms• Surveys• Social• Nurture• Marketing
Automation• Workflow
• ProjectManagement
• Time& Expense
• ResourceUtilization
• ResourceManagement
• Billing• Project
Profitability• Project
Reporting• Project
Analytics• Collaboration
• Global Case Management
• Omni-channel: Phone, Email, Chat, SMS/Text, Mobil, Portal to Case, Fax, Social Engagement, Field, IoT
• Knowledge
Management • Agent Desktop• Agent Scripting• Session
Management• Inquiry Type
Segmentation• Application
Unification
• Scheduling & Dispatch
• Work OrderManagement
• AssetManagement
• OperationalReporting
• Analytics• Mobility
• SLA’s• Knowledge Base• RMA / RTV• Warranty
Tracking• Inventory
Management• T & E• IoT
PowerObjects: Our Customers
PowerObjects: Customer Service Clients
Our core focus is Microsoft Dynamics CRM, and we handle everything from
standard implementations to creating a complex line of business applications
using CRM as an “xRM” platform. PowerObjects can offer you a solution that fits
your organization, including Hosted CRM, On-Premise CRM, and xRM.
We’ve spent over a decade honing our skills and approach to develop and
deliver CRM solutions for our clients. Our approach is both unique and
successful. With numerous successful CRM / xRM projects under our belt, we
combine the right focus with the right people and the right processes to bring
value to every organization we work with.
Our Customer Service Experience
Mobile Technician Experience
Service
Agreements
Scheduling &
Optimization
Parts &
Logistics
Asset
Mgt.
Analytics
Knowledge
Management
Portals
Work Orders
Internet of Things
Preventive
Maintenance
SharePoint Office 365Social
EngagementAzure Power BI ERP
?
Dynamics CRM Field Service
Insert Customer Logo Here
Dynamics CRM Service Innovation
Delivering Value Across the Enterprise
EXC. Management Operations Management Mobile Resources IT Organization Customer
• Rapid and on-demandconfiguration
• Robust reporting and businessintelligence
• Revenue expansion and growth
• Delivering productivity gains
• State-of-the-art routing and scheduling
• Advanced work process automation and reduces back office
• Improved resource asset utilization
• Increased Productivity
• Enhanced coordination with dispatch
• Electronic capture of all info, including signatures
• Flexible deployment options with off-the-shelf functionality
• Highly scalable software platform
• Comprehensive integration with existing apps
• Improved customer experience
• Faster response and ticket closing
• Better visibility and status information
• Differentiator driving customer loyalty
Average Time to Repair
16-20%
Decrease
13-17%
Increase
20-25%
Increase
15-20%
Increase
12-16%
Decrease
Customer Satisfaction Scores
Productivity
First Time Fix Rates
Field Service Costs
20-25%
Increase
Service Revenue
Dynamics CRM Field Service Benefits
Our POV
13
Demo
Field Services Presentation
Methods to Schedule, Assign, and Dispatch
Immediate Dispatch(Rules Based)
Manual Assignment(Queue or Preferred Providers)
Interactive AssignmentSchedule Board
Automated Routing Engine
ATC Coordinators Notify Technicianor Partner/Distributor
Service Management Lifecycle
• Warranty• Service Contract• PM Schedules• Product History• Configuration
• Contact Center and USD• CTI• Knowledgebase• Customer Portal• Chat
• Call Center• Escalations• Scheduling• Optimization• Dispatch
• Calendar • T&M• Inventory• Mobile• Offline
Business Process Driven Service FlowCase Management, Break/Fix, PM, Depot Repair, etc.
Technician
Debrief
Work Order
Management
Case
Management
Installed
Base
Mobile
