Business Services

Automate manual processes, share best practices, and track service inventory by integrating information, people, and resources. Field Services for Microsoft Dynamics AX connects your office and field staff with the information they need to help reduce response times, lower costs, and improve first-time fix ratios so that you can increase customer loyalty, turn services into profit, and build competitive advantage.

KEY FEATURES:

Work order lifecycle management

  • Get at-a-glance insight into urgency and status
  • Enable rapid-response call taking
  • Streamline the work order lifecycle, including call taking, work order creation, assignment, dispatch, closure, and billing
  • Reduce manual processes, paperwork, keying errors, and redundant data entry
  • View and manage work orders by customer, location, schedule, or assigned resources

Call center management

  • Quickly capture service needs
  • Rapidly access customer, site, and equipment information
  • Automatically generate work orders to expedite service calls

Scheduling and dispatch

  • Track resource commitments and match tasks to the best available resources
  • Create daily or weekly schedules using drag-and-drop tools or automated best-fit assignments

Contract and Software License Agreement (SLA) management

  • Manage service contract terms, including different billing rates
  • Maintain hierarchical relationships among customers and locations
  • Automate escalations and invoicing

Warranty management

  • Track manufacturer and vendor warranties against assets
  • Provide field staff with visibility into terms and expiration dates
  • Help ensure that service and billing comply with warranty terms

Crew and performance management

  • Make assignments based on personnel qualifications, certifications, and experience
  • Automate crew calendars and timekeeping
  • Generate employee scorecards

Project coordination

  • Manage interdependent tasks
  • Incorporate time constraints, resource availability, and skill sets into planning and scheduling

Inventory management

  • Manage inventory records automatically based on field use or en route purchasing
  • Forecast materials requirements
  • Take advantage of bulk and just-in-time (JIT) ordering.
  • Reduce write-offs by tracking inventories at fixed locations and in vehicles

Asset tracking

  • Accurately identify assets using bar codes or serial numbers
  • Track asset location, maintenance needs, and repair history

Mobile device interface

  • Support a variety of Windows Mobile platforms and devices including Pocket PC, Pocket PC Phone Edition, Tablet PC, and smartphone

Customer visibility

  • Enable customers to view work order status, receive e-mail updates, and make new service requests
  • Use Windows SharePoint Services or standard Web services

MapPoint integration

  • Quickly locate resources
  • Provide field staff with dynamic, street-level maps

Business intelligence

  • Analyze productivity, utilization rates, and profitability
  • Generate at-a-glance performance scorecards
  • Obtain reports and rollups on the fly using online analytical processing (OLAP) cubes.

Customization tools

  • Customize to the terminology, equipment, and processes that your business uses
  • Accommodate future growth
  • Integrate with other Microsoft and third-party solutions