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Maximize first-time fix percentage, increase service engineer productivity & deliver superior service!Optimize business processes and drive business growth with our proven solutions and premier services

In challenging economic and competitive climates it is easy to view service as a cost center and to cut back the tools and infrastructure necessary to support service business growth.

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In order to meet customer demands with the field service organization, firms must ensure that the right technician gets in front of the customer at the right time and the right parts to ensure the end result of issue resolution.

The best organizations move even beyond scheduling the right technician for a job. They have looked to become more preventive and predictive in field service as opposed to previous break/fix structures. This pro-active service not only prevents more assets from breaking down, it also shows the customer that they are important.

The customer relationship does not end with responding to a customer problem. Resolution is imperative in meeting SLA’s with customers and maintaining a healthy partnership.

Service Management provides you with the key functionality to manage your service busi ness and supports you in realizing and improving your customer satisfaction level.

• Increase service revenue creation 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 satifaction and retention

• Enhance competitive market differentiation

• Increase in workforce productivity and first-time fix percentage

BENEFITS

Service Management

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SERVICE MANAGEMENT Nearly 200 customers worldwide rely on Service Management to support their daily (Field) service business processes. 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 the service objects, resources, contract and logistics.

Service Management is fully integrated with the Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Project Management and Accounting module enabling handling service requests & initiating service activities both from a financial and a logistics perspective.

It is fully 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.

Figure 1: As maintained object structure

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.

SERVICE OBJECTSProviding 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 complex installation consisting of many objects and components in a flexible multi-level ‘as maintained’ structure.

Service Management offers you several ways to register these objects in relation to the service you want to provide including a graphical object builder for the more complex structures.

The service object master file allows you to keep track of all the relevant service object data such as; end user and owner information, customer and vendor warranty details, financial dimensions, default settings for i.e. standard travel, etc. In addition to pre-defined fields it is also possible to activate flexible property sheets to be able to store more object relevant data.

The object master file is also the single source of information regarding historical operational and financial information.

SERVICE CONTRACTSIn 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 the views such as the service contract cockpit view to analyze the different phases of your contract life cycle.

Figure 2: Service contract cockpit view

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THE DAY-TO-DAY SERVICE PROCESSIn the day-to-day 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.

Figure 3: Service Call Summary

Service Management supports the field service processes as well as the processes required for the workshop repair process.

CALL CENTER MANAGEMENTThe 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 previous service calls you can increase customer intimacy.

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.

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.

DISPATCHING AND RESOURCE SCHEDULINGThe 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 have default hours, spares, checklists and revenue attached to it.

While creating the service task, the applicable terms and conditions will be automatically applied making 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, the tasks can be scheduled for the available resource. While planning, Service Management will help you determine whether the resource has the skills, requirements and/or certificates as required by the customer.

Figure 4: Graphical scheduling overview with drag & drop functionality

Once all the work is completed, the cost/revenue will be applied to the object and depending on the terms and conditions, the customer will receive an invoice.

Optimize first-time fix & service engineer productivity

We are streamlining efficiency and utilization using the Dynamics Service Solution!

Phil Wood, Rotork

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 / Analysis • Standard and user defined queries• Standard and user defined reports• Financial cockpit overviews

Integration • Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Project Management and Accounting

• Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Human Resources• Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Accounts Payable• Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Accounts Receivable• Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Sales and Marketing• Microsoft Dynamics 365 for Finance and Operations, Enterprise edition Procurement and

Sourcing

Pre-requisites • Microsoft Dynamics 365 for Finance and Operations, Enterprise edition• Previous versions are also available for AX 4.0, AX 2009, AX 2012, AX 2012 R2, AX 2012 R3

W W W. DY N A M I C S S O F T WA R E. CO M / S E R V I C E

SERVICE MANAGEMENT: A QUICK OVERVIEW

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