Delivering Field Service Management... on the Microsoft Dynamics Platform

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1 Delivering Field Service Management... on the Microsoft Dynamics Platform How to address the challenges and expectations of a customer as they evaluate Field Service solutions.

2 Growing Challenges and Expectations What challenges are your customers facing in their Field Service operations? Service and Operations Managers The Challenge: Improve customer service and reduce cost! Exceeding customer expectations is top priority. Sleepless nights are spent thinking of new ways to improve service quality and speed. They ve always had to manage with limited resources, but increasing competition continues to ratchet up the pressure to do more with less improve productivity, increase asset utilization, control costs. As the role of field service continues to evolve into a more strategic function, the operations manager is now called on to find new revenue opportunities, develop new income streams, and create innovative customer experiences. World-class service organizations have always had strong leadership, great people, and proven processes, but today that s not enough. Companies need powerful tools and technology to drive their field service organization forward and compete. Executives The Challenge: Move from cost to profit center. Increasing customer expectations and changes in the economics of acquiring and retaining customers have transformed the nature of field service from cost center to a strategic element of customer management and an important source of profit. Customer service and data rules Executives are focused on finding a true understanding of their customers needs and the provisioning of solutions to ensure customer satisfaction, profitability, and maximum value. They want new metrics, better data, and enhanced visibility to monitor performance and assess the value delivered by investments in field service and systems that can quickly adapt as the landscape and customer requirements change. Legacy field service management technology is a bolt-on to an ERP system to manage inventory and contracts to improve billing speed and accuracy while reducing overheads. Today, it s about the efficient delivery of service and support to customers to improve satisfaction, enhance loyalty, and strengthen future revenue streams by truly understanding what customers need, want, and what they are willing to pay.

3 IT Professionals The Challenge: IT has to make it happen. The business users have defined their requirements and shared their vision and now it s their job (once again) to turn that into reality. They ve experienced enterprise software deployments before. Multi-year development and customization projects. Complex and expensive data integration. Software packages requiring a life-time commitment to the vendor s professional services organizations. Hosted solutions masquerading as scalable cloud-based systems. Expensive annual maintenance support agreements providing little real value. The evolution of field service management Field service management solutions used to be a simple add-on to the ERP system to track inventory and drive billing. Today, field service management technology needs to address a large number of complex business processes touching sales, marketing, operations, HR, and other functions beyond the field service group. Field service management solutions need to leverage the capability of your Microsoft Dynamics CRM platform. Mobility is a crucial element of every field service solution that adds additional complexity with so many decisions to be made about hardware and software platforms, security, and management. Forward thinking organizations will also want to harness knowledge management and integrate social collaboration tools. Field Agents & Mobile Resources The Challenge: Meet clients requirements and help them better serve their customers. Agents are people-people and their clients and customers like them because it s clear to them that they re strongly motivated and eager to do the job right. Too often, however, poor technology and missing information handicap their best efforts. It causes the agent as much anxiety and frustration as it does the customers when service expectations are not met or when they have to schedule a second visit to finish a job. It doesn t have to be that way. Today, field service technology can automate the overall process and routine tasks and provide robust tools and information resources through mobile devices so they can concentrate on providing quality service and a great customer experience.

4 FieldOne Sky: The Solution FieldOne Sky Capabilities Offer Everything They Need on the Microsoft Dynamics Platform Schedule & Dispatch Multi-dimensional, dynamic scheduling tools to manage individuals, teams, and assets Automated Routing Enterprise-class automated scheduling and routing optimization Inventory Management Syncing of inventories and service needs to drive efficiency, productivity and customer satisfaction Contracts and Warranty Management Enhanced visibility and control of customer and asset information to increase service revenue Knowledge Base Knowledge sharing and capturing to improve productivity, service quality, and the customer experience Microsoft Dynamics CRM Enterprise-class CRM optimized for field service organizations Business Intelligence Insight and analysis to meet objectives, achieve goals, and continue to improve field service operations Mobile The native app capabilities field agents need to provide customers the best service using any mobile device Customer Communications Automated, multi-channel alerts and notifications to improve the customer experience Social & Collaboration Networked people sharing information to serve a network of customers Portals Access to information, processes, and statuses that impact service

5 FieldOne Sky: The Technology FieldOne Sky Technology Advanced and Adaptable Technology for Superior Field Service The FieldOne Sky platform is powered by the Microsoft Dynamics xrm Framework. The Framework provides our open architecture and flexibility, enables enterpriseclass scalability, and the ability to easily customize and personalize FieldOne Sky for your customer s unique needs. The Framework also makes it easy to integrate with other enterprise applications and systems. Extensibility Quickly added functionality to enhance your solution Enterprise-Class Infrastructure Around-the-clock assistance to ensure your field service solution operations are supported Configuration Point-and-click configurations and customizations for rapid deployment and configuration Native Apps for Mobile Devices FieldOne Sky Mobile native apps for ios, Android, and Windows provide security and rich functionality Mobile Technology Centralized enterprise management, security, and customization across all mobile platforms Integration Simplified integration to enterprise systems and resources supporting field service management Central Management & Dev. Console FieldOne Sky Mobile uses remote administration with no-code customization. Quickly create new customizations and instantly update to all mobile platforms Full Offline Capabilities FieldOne Sky Mobile s native apps better access device resources for a more robust off-line user experience Deployment CRM Online or on-premise-flexible options to fit the customer s business Rapid Development Platform Faster innovation and business growth Leverages the power of Microsoft Server, Microsoft SQL server, and the.net Framework for max performance. Native Connections to Microsoft Outlook, Office, Office 365, Microsoft SharePoint, Windows Azure, Skype, Yammer, and more.

6 You ve got them covered... What types of solutions are your customers evaluating? What are their concerns? Service and Operations Managers They might be seeking a solution that: Accelerates customer response times Increases workforce utilization and productivity Creates service process efficiencies Drives increased service revenues Reduces costs Improves scheduling quality and reduces follow-up calls They are likely concerned that: Finding a solution that would meet all their requirements is nearly impossible A solution is beyond their budget The time and effort they would have to dedicate to the implementation is too daunting They ll push for an investment that fails to meet objectives Their business is constantly changing and the system will continue to drain your budget as you pay to make modifications Executives They are probably evaluating ways to: View data in customized dashboards to track KPIs Increase visibility into field service operations Get better and more actionable customer insights Improve customer retention rates Increase field service margins Find new sources of field service revenue They are likely concerned that: The direct and indirect costs of deploying new technology in the field will be too much to justify Investments in sales and marketing will provide faster or larger returns Their field service organization will resist increased accountability and change The IT organization will balk at the complexity of a customer-focused field service management initiative The implementation time and cost will be prohibitive and disrupt their operations IT Professionals They are probably evaluating solutions that: Provide robust and easy-to-manage mobile capabilities Can be rapidly deployed in the cloud or in their data center Are easily configured to meet their businesses specific workflows and needs Integrate with existing enterprise systems Can be managed and modified without or with little external professional services costs They are likely concerned about: Complex, costly implementation projects Expensive, challenging integrations High costs for support and modifications User acceptance issues resulting in wasted time, effort, and resources Security, reliability and scalability Field Agents & Mobile Resources They want a system that: Is easy to use and simplifies their job Eliminates paperwork Ensures they are in the right place at the right time Provides them with all the information they need to complete the job Improves communication and collaboration with their teammates and dispatch Makes their work more productive and their life much easier They are likely concerned that: The system will be hard to learn and use It won t work without an internet connection They ll spend more time entering information in the system than they do on paper Performance will be spotty when connectivity is weak It won t work with or be optimized for their mobile device

7 Why is FieldOne truly different? We Were Born for Field Service Field Service is all we have been doing since we started 15 years ago. We help our customers become very successful with their field service management. Razor sharp focus and a long trajectory helping customers with a myriad of field service challenges has equipped us with the experience and know-how to develop highly effective solutions to your specific business needs. Our People Listen and Deliver We listen and adapt to your needs, not the other way around. Our sales team, sales engineers, technical experts and customer service pros all have one simple objective: meet or exceed your expectations. We do this by listening to your business needs, concerns, workflow requirements and business objectives and partnering with you to deliver remarkable service to your customers and a great ROI for your company. Our Technology Adapts Built from the bottom up, our platform is one of the most flexible, adaptable and configurable technologies in the market. We deliver an amazing level of customization without draining your budgets or burdening your IT resources. Our technology also adapts to your changing needs as you expand into new markets and geographies or add more workflows and scope to your services. We Take the Pain Away Having a robust, powerful and adaptable field service management solution in place will produce great results for your top and bottom lines. Getting there, however, can be painful and risky. It requires a lot of people, resources, training and commitment to get it right. The change will impact every aspect of your business. Our processes will help you identify, understand, navigate and successfully complete each phase of the journey. We Are Here to Support You FieldOne University handles all aspects of the learning process including courses, tests, reporting, and notifications to provide our partners and customers with a simple and hassle-free training experience. This training, alongside our library of Field Service content and marketing collateral, provides you with all of the tools you need to be a Field Service Specialist.

8 The most advanced comprehensive ADAPTABLE and scalable ENTERPRISE solution. Period. Main Office 1 International Blvd. Mahwah, NJ (866)

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