More service quality with Microsoft D365

It's not easy to differentiate yourself from your competitors: today, one innovation follows another, trends change rapidly and customers are more volatile than ever. The clear recipe for long-term customer loyalty is a consistently outstanding customer journey – from the first contact to after-sales service. Companies can score particularly well in the service sector. Trust is enjoyed by those who help in a quick and uncomplicated manner. In a B2C as well as in a B2B environment.

Excellent services with Microsoft D365

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Microsoft Dynamics 365 for more service quality

Scoring points with service seems obvious. In reality, however, it is often more complicated than you might think. An expert technician must arrive at the service point at the right time with the correct materials. At the same time, "false alarms" – i.e. problems that do not require the assistance of a technician – should be detected at an early stage and a suitable alternative solution suggested to the customer. Long paper processes often stand in the way of the optimal handling of a service process; sometimes it can be personnel, who are excellent in their field, but not necessarily IT-savvy. For this reason, it is essential that the IT infrastructure is perfectly adapted to the users.

Simple skill and knowledge management, optimized object documentation and simple apps for seamless tracking of operations make it possible to continuously optimize service quality. In this way, you accelerate the successful processing of service assignments: this benefits not only your customers but also you, due to accelerated turnover. With technologies from the Microsoft Stack and Microsoft D365 for Field Service, an ERP system adapted to the service industry, you will be able to take advantage of digitization benefits.

It's not easy to differentiate yourself from your competitors: today, one innovation follows another, trends change rapidly and customers are more volatile than ever. The clear recipe for long-term customer loyalty is a consistently outstanding customer journey – from the first contact to after-sales service. Companies can score particularly well in the service sector. Trust is enjoyed by those who help in a quick and uncomplicated manner. In a B2C as well as in a B2B environment.

Scoring points with service seems obvious. In reality, however, it is often more complicated than you might think. An expert technician must arrive at the service point at the right time with the correct materials. At the same time, "false alarms" – i.e. problems that do not require the assistance of a technician – should be detected at an early stage and a suitable alternative solution suggested to the customer. Long paper processes often stand in the way of the optimal handling of a service process; sometimes it can be personnel, who are excellent in their field, but not necessarily IT-savvy. For this reason, it is essential that the IT infrastructure is perfectly adapted to the users.

Simple skill and knowledge management, optimized object documentation and simple apps for seamless tracking of operations make it possible to continuously optimize service quality. In this way, you accelerate the successful processing of service assignments: this benefits not only your customers but also you, due to accelerated turnover. With technologies from the Microsoft Stack and Microsoft D365 for Field Service, an ERP system adapted to the service industry, you will be able to take advantage of digitization benefits.



Our service expertise

Consulting according to best practices

Conception of an optimal service process

Know-how in the entire Microsoft technology stack

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Our service portfolio at a glance

Consulting and conception

We always make it a priority include your key users in our consulting. This is how we ensure that the solution really suits your company. As a rule, we recommend a rapid prototyping procedure for concept creation, with subsequent testing and validation by the key users.

Implementation

Our team, whose consulting and development services are certified by Microsoft, uses agile methodologies to implement your solution.

Application Management Services

Our experts monitor your systems proactively and according to current ITIL standards. In addition, we offer guaranteed response times for the ongoing operation of your solution in the cloud.

Your challenges – our solutions

It turns out that the on-site technician does not have enough know-how for the repair.

Even with the best service planning, such surprises are inevitable. They can, however, be reduced to a minimum with efficient skill management to ensure that technicians are properly placed. Should a disruption still occur, the field service agent can easily request help from 3rd level support. With the help of mixed reality glasses, 3rd level support staff members can give precise instructions to the field service agent: through his screen, he sees the same as the wearer of the glasses on site. The service technician receives crystal clear instructions for rectifying the fault by means of a visual display in the field of vision.

Spare parts are missing on site.

A classic among the problems encountered during service calls. A continuous qualification of the problem and its solution is what creates a remedy.  This results in a continuous object history as well as a knowledge database, which makes it is easy to plan in advance which parts are needed.

Paper processes slow down the billing for repair services.

Media disruptions slow down the processes and are a source of errors: illegible handwriting, errors during transfer into the system and lost paper slips are common daily occurrences. Today, however, it is possible to access an offline version, even in remote regions without a network, in order to enter data directly into the central ERP. This data is automatically transmitted as soon as the device reconnects to the network. Intuitive interfaces and technical assistance, such as photo documentation, simplify the process.

My employees are opposed to new systems.

A challenge that we meet again and again. But the advantages of Microsoft Dynamics 365 speak for themselves: your employees can work with an integrated landscape, without information islands and with a uniform interface and logic. They can easily transfer their knowledge and methods from other Microsoft applications to the new system, which drastically simplifies familiarization. On any device, of course. Active change management during the course of the project helps to increase employee acceptance of the new system. We are happy to support you.

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An overview of the most important functions

Skill and knowledge management

Ensure that each problem is assigned to the appropriate technician. This will speed up incident processing, increase customer satisfaction, and enable you to invoice your work more quickly.  

Acceptance of service orders

Ensure optimum service and offer your customers the opportunity to reach you at any time, via any channel. Your service employees have access to all relevant information, in order to process the inquiry quickly and in a targeted manner - and to wow your customers.

Continuous object documentation

Make sure that your employees are always informed about the current status of all items. Thanks to consistent documentation, intelligent algorithms, and possible sensor connection, you can identify problems before they occur and perform predictive maintenance. The advantages are obvious: you reduce downtimes to a minimum and can better plan service calls.

Invoicing

Do you offer your customers modern service-based billing? Billing can be based on various sensor parameters. Billing models with prepaid contingents are also possible. Your customers can easily select the billing model that suits them in the customer portal.