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Enhance Field Service by implementing mobility! Amplify your business with proven solutions and premier services from Dynamics Software

We understand your need to streamline operations when facing increased competition and cost-cutting initiatives. We realize to maintain competitive advantage, you must accomplish more with less staff, while customers continue to demand higher service levels.

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The momentum for enhanced field service productivity has never been greater. In the mobile first and cloud first world, mobility and especially field service mobility is key in today’s professional service organizations.

Mobile Field Service is an online/offline mobile solu-tion that enables enterprises to optimize the operations of field service personnel through a unique integra-tion of Mobile Workforce Automation and a rich Service Management solution. Your field workers can interact seamlessly with the system and experts in the back office of your enterprise.

This allows personnel – online or offline – to share criti-cal information relating to customers, orders, equipment and inventory. As a result, your field workers arrive at the customer location on time with the right spare parts and information to complete their jobs quickly and efficiently.

Mobile Field Service

• Increase the number of work orders completed per day

• Improve billing cycle time and billing accuracy

• Minimize idle and mis-spent clock time

• Build incremental service based revenue streams

• Decrease inventory levels• Lower back office costs• Increase customer retention• 360 degree customer view

BENEFITS

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INCREASE CUSTOMER SATISFACTIONMobile Field Service successfully closes the loop between field workers, Dynamics Software Service Management and your customers. We mobilize your core business pro-cesses to give field personnel and office based workers real-time access to enterprise systems whether they work on a laptop or a mobile computing device.

Built in Cordova, as a hybrid app supporting Windows, IOS and Android, regardless of the user platform, the application looks and functions in the same way. This simplifies training and reduces complexity in a bring-your-own-device driven world. By using the latest tech-nologies to ensure a responsive and adaptive application, our mobile field service offering works on laptops, tab-lets and phone and will adapt automatically based on the available real-estate.

Mobile Field Service integrated with Service Management can increase customer satisfaction, grow incremental revenue and ïncrease profitability. Mobile Field Service includes: viewing service tasks, start and stop service tasks, navigate to customer location, adding materials and return hours. At the same time, service engineers have direct access to all the data they need to perform the job like information on the service objects, resources, service contracts and logistics.

KEY FEATURES• Insight in required versus available resource capacity• Agenda to view, accept/reject service tasks• Travel / navigate to the customer location• Direct access to customer, service object, service

contract and service task information• Review historical information of previous service tasks• Add materials, like spare parts, update VAN inventory• Send and receive inventory transfer orders• Add materials with barcode scanner• Complete hour registration for service task and non-

service task related work such as indirect hours• In case of weekend and/or night shift new orders can

be created directly on the mobile device• Streamlined process flow to make data entry easy • Entering notes per status• Signature capture per order or per location• Capture and store pictures• Multi-language support• Initial load on PDA (base data)• Time zone support• Support for Windows 8, Windows Phone 8, IOS, Adroid• Compatible with laptops, tablets and phones

PLANNINGAllocating the right resource to the right location within the agreed service level agreements is one of the biggest challenges for service planners.

By using Dynamics Software Service Management* as your back office, you get a graphical scheduling overview for a clear and detailed view regarding the scheduled activities for your service employees. Using this sched-uling overview, your planner has all the necessary data including real-time updates from the mobile devices.

* Dynamics Software Service Management Solution is a pre-requisite to Mobile Field Service

Figure 1: Graphical scheduling overview with drag & drop functionality

Dynamics Software Service Management can sug-gest a resource, based on the object (location manage-ment) and event code (skills management) settings you have entered into the system. Your planner first deter-mines what kind of resources (type/group of employees, machines and materials) are necessary for solving the service request.

Based on the information coming from the mobile device the service planner knows who is driving, who is on-site working or who just finished the work.

This together with the available capacity and inventory levels will help the service planner sending the right resource to the right job, increasing the first right per-centage and the customer satisfaction.

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MOBILE INTEGRATIONAfter completing the planning process in the back office and allocating the right resource to the job, the service tasks are sent to the mobile device of the service engi-neer and will appear in their agenda.

Mobile Field Service works online as well as offline, enabling field service engineers to complete their service tasks regardless of network connectivity.

Once the service tasks are received on the mobile device, the service engineers do not need to be online to compete the service task. All information is available offline and updates will automatically be sent to the back office as soon as connectivity is restored.

KEY MOBILE FEATURES• All relevant customer information can be viewed on

the mobile device• Direct access to service object data and warranty

information• Complete service tasks including the ability to take

picture from the item repaired• Review historical information of previous service

tasks• Complete hour registration for both direct and

indirect activities• Streamlined process flow to make data entry as easy

as possible• In case of weekend and/or night shift new orders

can be created directly on the mobile device

EXECUTION AND REGISTRATIONWhen your service engineer is assigned to do some work, a service task is created. Service tasks combine items, hours and work specification into one flow on the mobile device.

The complete cycle of the service task can be completed in one logical flow. The process starts with accepting the service task and traveling to the customer location. Once on-site, the actual work can start and the consumed spare parts, questionnaires and spent hours can be allo-cated to the task. Together with a picture of the repaired item, the customer can review the information and sign for approval.

As long as the service engineer is online, real-time updates are sent to the back office keeping the service planner up-to-date. After completing the task on the mobile device, the task information will automatically be sent to the back office.

INVOICING AND FINANCIAL POSTINGSAfter receiving the task information from the mobile device the information will be available in Dynamics Software Service Management for invoicing. Depending on the warranty, and/or service contracts in place, an invoice can be generated. This can take place minutes after the service engineers have completed the work on-site.

Enhance Field Service by implementing mobility!

“Our service engineers already save 1.5 hours daily which increases their productivity by 25%!”

Steven Hünneman, Taxameter

Figure 2: Mobile Field Service on a tablet

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MOBILE FIELD SERVICE: A QUICK OVERVIEW

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ABOUT DYNAMICS SOFTWAREDynamics Software offers powerful industry-focused solutions integrated in Microsoft Dynamics® AX, CRM,

Office 365 and SharePoint; supported by premium services from our highly experienced industry and domain

experts. Our solutions are sold, implemented & supported worldwide through our industry experts, premier

partners as well as selected Sales and Certified Value Added Resellers. Dynamic Software’s outstanding dedication

to customer satisfaction through the delivery of innovative business solutions saw us being named to 2014

Microsoft Dynamics Presidents Club. For more information visit dynamicssoftware.com.

Newtonstraat 27A3902 HP Veenendaal

T: +31 (0)318 - 507 800F: +31 (0)318 - 518 604

info@dynamicssoftware.comwww.dynamicssoftware.com

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Customer Information • Relevant customer information can be viewed on mobile device

Service Objects • Access to fields object ID, object description, serial number and the object warranty end date

Service Contracts • View basic contract information, like the contract type, the contract type description, the start/end date and the contract remarks

Service Tasks • Access to service task fields: task ID, task description (event code) start date/time based on task Service Level Agreement.

• Service call fields: subject, message, start date/time and the amount of planned hours on the device.• Indirect tasks / time / stopping the order whilst working on it• Register end-time• Add material to service task and send to mobile device• Add material from list (inventory) by the engineer on-site (on mobile device), only from the engineer’s

warehouse or other engineer approved warehouse• Update inventory level of the engineer’s warehouse on to the device• Consume, order or return spare parts• Limit the list of items the engineer can use in the mobile device• Receive spare parts send from the main warehouse and/or send them back• Complete questionnaires such as checklists or inspection lists• Enter travel time• Enter current mileage• Send from service task to mobile device (list of activities)• Capture customer signatures • Combination of back office status and mobile field service status to determine whether a service engi-

neer is still traveling or has arrived on-site• Updates from mobile device to AX• Historical information of the service object is available on the mobile device• Relevant task field such as statistical codes, note fields, object number, warranty date and contract end

date are available on the mobile device

Service Notes • Available fields are: note fields; progress note, internal note and solution text

Overview/Analysis • Standard and user defined queries• Standard and user defined reports