4 Field Service Solutions Changing The Future

By Matt Kresch, Director of Product Marketing for Service by Microsoft Dynamics CRM

Field service is undergoing dramatic change. Customer expectations are rising. Mobile is transforming how customers and agents interact, and apps like Uber are setting the bar very high. That's just the beginning. The Internet of Things, algorithm-derived scheduling, real-time data, and broad integration will streamline operations, improve customer experience, and drive value for businesses.

Each of these solutions addresses ongoing problems facing field service operations. Companies that don’t deploy such solutions skillfully will be outpaced by their competition.

Here’s an example. What happens if, say, a part on an expensive piece of customer equipment begins to fail? If it’s not caught early on, the problem could become critical. Field agents scramble and try to fix the equipment before SLA penalties are triggered. If it’s under warranty, the work is not billed. The customer suffers unplanned downtime, and the supplier business incurs penalties and costs.

But when field service organizations bring these powerful solutions to bear, it’s a different story.