Empower your service reps with Field Service Anywhere mobility
Field Service Anywhere for Microsoft Dynamics GP helps service reps save time and improve customer interactions
Your field services organization is a significant business investment—trained people, mobile communications devices, tools, materials, and vehicles. You want to help ensure that you gain an optimal return on that investment. To accomplish this goal, it's important that your field service representatives provide excellent service to your customers, at all times, in the most efficient manner. That means helping to make their time with customers the best experience possible and providing them with access to company information and resources from the customer or service site. In addition, you want to reduce the time service representatives spend traveling between locations.
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Increase customer loyalty with more efficient service
With Field Service Anywhere for Microsoft Dynamics GP (formerly Microsoft Great Plains), you can give your service representatives an easy, satisfying way to make the best use of valuable customer time and reduce needless travel between your business and customers' business locations. Using mobile devices, representatives can access real-time customer contact and account information and create, receive, and follow new service calls. They also can track parts, labor hours, and costs associated with a service call. With these capabilities in the reps' hands, they can focus more on satisfying customer needs and address more customer concerns in one short visit. The result: Increased customer service levels, higher customer satisfaction and retention, increased service profitability, and a competitive advantage for your business.
Field Service Anywhere for Microsoft Dynamics GP presents a familiar, comfortable user interface to the people in the field. In many cases, it requires minimal training for your service representatives and offers mobile service management capabilities immediately upon implementation. Service technicians can easily access their assigned service calls and focus on customer needs.
The Job Summary screen in Field Service Anywhere provides the relevant assignment details for a service rep.
| • | Deliver services faster A service representative's ability to access customer and service call information without spending nonbillable research time allows dispatch to schedule appointments more efficiently and provides customers with the services they want, sooner. |
| • | Minimize the time and cost of phone calls between technicians and dispatchers. Customers expect service representatives to spend time attending to their needs, not distracted by time on the phone with the office. Now, representatives can minimize phone time with dispatch. |
| • | Equip service representatives with current business information Synchronization can be manual or scheduled to the minute, so field service providers can be aware of the most current events that impact customers. |
| • | Capture signatures and expenses Customers can sign-off on service orders electronically. And service technicians can use online expense forms to track their expenses. This can help reduce paperwork and redundant data entry, and accelerate accounting processes. |
| • | Offer all pertinent information in real time Customers don't have to constantly reiterate their stories because the service technicians can be up to date on any situation before meeting with the customer. Using Field Service Anywhere, technicians can review contact and address information, service call histories, installed equipment and serial numbers, service contract details, available inventory items and their prices, and trunk stock inventory. |
| • | Maintain stringent quality control Service representatives can note the time of arrival at a customer site along with the time of completion. They can update service calls in Field Service Anywhere with one-time entry of labor hours, expenses, parts, and ancillary charges. Service managers can review the information in Microsoft Dynamics GP, evaluate the effectiveness of the company's service delivery, and make adjustments quickly. |
Grow a more profitable services business
Field Service Anywhere can be a critical component of your services delivery infrastructure. As your business grows, customers expect more service leadership from you. Your business management solution, Microsoft Dynamics GP, grows with you, supporting your growth every step of the way. And Field Service Anywhere scales right along.
The Field Service Anywhere Jobs Scheduled screen gives an overview of currently scheduled service appointments.
| • | Expand your services practice Field Service Anywhere easily scales to more than 1,000 mobile users, so you can empower a fast-moving, growing number of field service employees to advance the business. |
| • | Run consistent, streamlined business processes With Field Service Anywhere, you can extend your company's preferred ways of doing business into field operations and maintain quality and accountability in the field just like in the office. |
| • | Use your resources productively Service representatives can accept, reject, or reassign work orders from the field based on their own and team members' availability. New assignments can go to a representative who is already close to the customer site. |
| • | Increase the return on your services investment Not only does Field Service Anywhere come at a reasonable cost, the functionality has minimal requirements for support, maintenance, and training. However, streamlined processes and faster service delivery can make a strong contribution to the company's financial performance and help you transform services delivery from a cost center to a profit generator. |
| • | Offer services anywhere you want to Service representatives can connect to Microsoft Dynamics GP with a wired, WiFi, or wireless connection, and then synchronize Field Service Anywhere over the Internet or a virtual private network. Field Service Anywhere runs in both online and offline modes. |
| • | Maintain the integrity and value of business information Field Service Anywhere uses effective encryption to safeguard your company's and customers' sensitive, confidential data. |
Next steps
Field Service Anywhere integrates with Microsoft Dynamics GP 9.0 and later versions. For those enrolled in a Microsoft Dynamics service plan, it is available as a straightforward download from Microsoft Dynamics CustomerSource, as an extension to Service Call Management for Microsoft Dynamics GP. Field Service Anywhere runs on select Pocket PCs and Pocket PCs with phone capabilities that use Windows Mobile 5.0 software. Later in 2007, Microsoft will release a version of Field Service Anywhere for PCs and laptops running the Windows XP operating system and for SmartPhones running Windows Mobile 5.0.
