dynamics service management - microsoft azure · 2015. 10. 1. · • graphical scheduling based on...

for Microsoft Dynamics 365 for Finance and Operations

Dynamics Service Management

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Content

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2 / 13Dynamics Service Management

Introduction 4

Service & Installed Base 5

Service Objects 6

Service Contracts 7

Call Centre Support 8

Dispatching and Resource Scheduling 10

Quick Overview 11

Maximize First-Time Fix Percentage & increase Service Engineer Productivity


Increase service revenue creation

and cost containment

Increase contribution of service to

total company results

Improve service operational

performance and efficiency

Increase percentage installed base

under service contract

Improve levels of customer

satisfaction and retention

Enhance competitive market

differentiation

Increase in workforce productivity

and first-time fix percentage

Benefits

In challenging economic and competitive climates, it is easy to view service as a cost center.

Companies sometimes even decide to cut back the tools and infrastructure necessary to support

the growth of the service business.

To meet customer demands with the field

service organization, companies must ensure

that the right technician gets in front of the

customer at the right time and the right parts

to provide the result of issue resolution.

The best service organizations have taken the

next step in scheduling. They have evolved

from reactive scheduling to predictive fore-

casting. This pro-active service not only

prevents more assets from breaking down,

but it also shows the customer that they are

essential. The customer relationship does not

end with responding to a customer problem.

Resolution is imperative in meeting Service

Level Agreements with customers and main-

taining a healthy partnership.

Dynamics Service Management provides you

with the critical functionality to manage your

service business and supports you in realizing

and improving your customer satisfaction

level.

Introducing Dynamics Service Management

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Service & Installed Base

Many customers worldwide rely on Dynamics

Service Management to support their daily

service business processes. Dynamics Service

Management supports your service organi-

zation featuring complaints and warranty,

repairs and periodic maintenance.

At the same time, you have direct access

to all the data you need regarding service

objects, resources, contract and logistics.

Dynamics Service Management is fully inte-

grated with the Microsoft Dynamics 365 for

Finance and Operations enabling handling

service requests & initiating service acti-

vities both from a financial and a logistics

perspective.

It is based on Microsoft Dynamics Lifecycle

Services including data packages to upload

master data and best practice business

processes as well as supported by task

recordings.

Installed Base

Service is all about knowing your customer,

in order to increase customer intimacy

and customer satisfaction it all starts with

keeping track of the customer installed base.

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Providing service is always related to the

installed base of the customer, also known

as service objects. These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level ‘as main-

tained’ structure.

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures.

The object master file is also the single

source of information regarding historic

operational and financial information.

Service Objects

Service is all about knowing your

customer, in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base.

03


Service Contracts

In today’s service focused world, requi-

rements regarding service level’s and

term & conditions need to be more and

more flexible, and customer focused.

Service Management offers you the tools

to support these increasing demands with

the service contract functionality. Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch, it is all possible. The

service contract functionality allows you to

define the terms & conditions including service

level definitions, service level agreements, peri-

odic invoicing and preventative maintenance.

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract, you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle.

Day-to-Day Process

In the daily service process, it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction. Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process.

Service Contracts

04


Call Centre Support

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The process starts with registering the

customer’s request using the service call

functionality. The service calls allow you

not only to log the service request from the

customer but also provide direct feedback to

the customer about their warranty and appli-

cable contract. Together with the information

regarding the previous service calls you can

increase customer intimacy.

You can route the service calls and if needed

additional work can be identified to be

carried out by the service team. Any change

in flow-related data is recorded in the service

call history. This allows for extensive and

detailed service call fulfillment analysis.

Based on the agreed terms & conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe.


“ Dynamics Service Managament continues to be the best fit for GEA’s requirements.” Patrick Gmelig, CIO GEA Refrigeration Technologies


The service call is the first step in the

day-to-day process. Once the service call is

created the next step in the process starts

with the creation of a service task.

For this process, you can use ‘event codes’ to

identify pre-defined work packages, which

can forecast default hours, (spare-) parts,

checklists and revenue codes (for service

items) to it. While creating the service task,

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable.

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview. In this screen, you will have

a direct view of your resource availability,

open tasks including their severity and insight

into whether the required spare parts are

available. With a simple drag and drop action

from the planner, tasks can be scheduled

to the available resource. While planning,

Dynamics Service Management will help you

determine whether the resource has the skills,

requirements and or certificates as required

by the customer.

Once all the work is completed, the cost

or revenue will be posted against both

the service object as the service call, and

depending on the terms and conditions, the

customer will receive an invoice.

Dispatching and Resource Scheduling

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Objects / Sub-objects

• Graphical object builder

• Automatic creation of objects/contracts from

sales lines

• Full financial/logistic service history

• Maintenance of hierarchical object structures

• Planned maintenance, based on time or usage

volume

• Enhance warranty management

Service Contracts

• Contract quotations/confirmations

• Independent invoice schedule

• Flexible project integration

• Preventive maintenance schedule per contract

• Invoice scheduling per contract

• Request handling template with SLA specifica-

tion coverage components

• Financially integrated with projects without

overhead

• Invoicing in advance with automatic revenue

recognition

Service Calls / Tasks / Scheduling

• Standard and simplified helpdesk screen for

registering

• Flexible request-status schema including SLA

deadlines per status

• Monitoring progress and status

• Complaint classification, crediting

• Task creation based on pre-defined work

packages

• Forecasted versus realized information

• Graphical planning with drag and drop

functionality

• Graphical scheduling based on skills, require-

ments and certificates

• Support for field service and in-house repair

Overview and Analysis

• Standard and user defined queries

• Standard and user defined reports

• Financial cockpit overviews

Prerequisite

• Microsoft Dynamics 365 for Finance and

Operations

Dynamics Service Management: a quick overview

07


We are happy to advise you which solution or

technology is the best fit for your specific needs. Our

standard Dynamics Apps are available on Microsoft

AppSource and are sold, implemented and supported

worldwide by our industry experts and strategic

partners. Please feel free to contact us.

We appreciate your interest!

Want to know more? Contact HSO Innovation

Contact information

[email protected]

T +31 (0)318 507 800


1500Projects

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650Employees

Newtonstraat 27 | 3902 HP Veenendaal | T +31 (0)318 507 800 | [email protected]

HSO is a successful technology integrator with more than 650 employees and offices in North America, Europe, and Asia. HSO Innovation, as part of the HSO Group, offers new ways using new technology, new applications, new processes, and new approaches to assist our clients in becoming digital leaders in their industry. We deliver industry innovation by offering standard Dynamics Apps integrated with Microsoft Dynamics 365 and solutions and services using Microsoft Azure, Microsoft 365 and SharePoint. HSO Innovation combines this with the delivery of technology innovation services and services innovation. Our standard Dynamics Apps are available on Microsoft AppSource and are sold, implemented and supported worldwide by our industry experts and strategic partners. Our innovative solutions and premier services are based on best practices developed over the years working directly with our customers across diverse industries and verticals. For more information visit: www.hso.com/innovation

1500Projects

13Offices

650Employees


dynamics service management - microsoft azure · 2015. 10. 1. · • graphical scheduling based on...

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