Organizations today are compelled to think and rethink how to keep customers satisfied and at the same time, ensuring a cent percent uptime and hyper-speed service delivery. Innovation seems to be the only key to find an answer to this riddle and it seems to be a necessity even in field service.
Field service has emerged as an essential determinant of customer service— whether it’s retail or telecommunications, manufacturing or utilities. There is a need to move away from break-fix models to proactive and predictive service, and the ability for the field staff to have a 360-degree view of customers to help target the right customers with the right set of solutions.
Connected field service is a new immersive model that requires an investment in people and technology. This is a huge move which involves a change from legacy systems to cloud-based services and solutions, Internet of Things (IoT) integration, mobile-connected field teams and Mixed Reality technologies. But what about the timing and ROI? What can be considered the optimal service model? What technology stack will provide long-term returns? And how soon will the investment pay off? These are some valid questions to ponder on.
MacDonald Miller Facility Solutions, a professional services company, revolutionized their facilities using Microsoft Dynamics 365 for Field Service, along with Microsoft Azure IoT services and Microsoft partner ICONICS Smart Building Software. They discovered that by taking a more hands-on approach to customer care, they could save time, money, and maintain their position as an industry leader, irrespective of the complications that naturally arise from juggling multiple interlocking and complex systems.
The adoption of Microsoft Dynamics 365 for Field Service will assimilate your disparate systems into one easily accessible location and CRM for information, diagnostics, and repairs. With this technology at their disposal, technicians would be equipped with a full history when they were deployed, and with all the necessary tools to make a repair. By integrating this solution with Azure IoT Hub into their already tech-savvy workflow allowed them to reduce the time-to-completion for service calls by nearly two weeks, increase profits for their customers, and save even more energy.
So far, it has been noted that an average customer has 10-20% energy savings.
Elevating customer experiences is the pivotal factor in digital transformation and your business decisions should be based on factors that help you achieve memorable customer experience. Deliver a seamless, end-to-end service experience with Dynamics 365 for Field Service with added advantages for your business such as reduced operational costs, faster resolutions to issues and positive onsite experiences. MacDonald Miller Facility Solutions is now a leader in creating exceptional customer experiences, you could be the next! Book your free demo today with iSYS Solutions!