Dynamics Service Management. for Microsoft Dynamics 365 for Finance and Operations

Transcription

1 for Microsoft Dynamics 365 for Finance and Operations

2 Content Introduction 4 Service & Installed Base 5 Service Objects 6 Service Contracts 7 Call Centre Support 8 Dispatching and Resource Scheduling 10 Quick Overview 11 2 / 13

3 Maximize First-Time Fix Percentage & increase Service Engineer Productivity 3 / 13

4 01 Introducing Benefits Increase service revenue creation 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 essential. The customer relationship does not service organization, companies must ensure end with responding to a customer problem. that the right technician gets in front of the Resolution is imperative in meeting Service customer at the right time and the right parts Level Agreements with customers and maintaining a healthy to provide the result of issue resolution. partnership. 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 The best service organizations have taken the next step in scheduling. They have evolved from reactive scheduling to predictive forecasting. This pro-active service not only prevents more assets from breaking down, but it also shows the customer that they are provides you with the critical functionality to manage your service business and supports you in realizing and improving your customer satisfaction level. satisfaction and retention Enhance competitive market differentiation Increase in workforce productivity and first-time fix percentage 4 / 13

5 02 Service & Installed Base Many customers worldwide rely on Dynamics Service Management to support their daily service business processes. Dynamics Service Management supports your service organization 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. is fully integrated with the Microsoft Dynamics 365 for Finance and Operations enabling handling service requests & initiating service activities 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. 5 / 13

6 03 Service Objects 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 maintained structure. 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 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. offers you several ways to register these objects related to the service you want to provide including 6 / 13

7 04 Service Contracts Service Contracts In today s service focused world, requirements 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, periodic 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 dispatching 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. 7 / 13

8 05 Call Centre Support 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 applicable 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. 8 / 13

9 Dynamics Service Managament continues to be the best fit for GEA s requirements. Patrick Gmelig, CIO GEA Refrigeration Technologies 9 / 13

10 06 Dispatching and Resource Scheduling 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 scheduling 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, 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. 10 / 13

11 07 : a quick overview 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 specification 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, requirements 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 11 / 13

12 Want to know more? 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! Contact HSO Innovation Contact information T +31 (0) / 13

13 1500 Projects 13 Offices 650 Employees Newtonstraat HP Veenendaal T +31 (0) innovation@hso.com 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: 2 / 13