Onsite Service with real-time DATA based on filed service

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Problem Statement

What is the best solution and what are the features that should be implemented to provide a powerful solution for empowering the organization that deliver on site services to deliver real value to customers, while reducing time and maximizing quality of service? 

Solution Objectives

The design objectives are to build a friendly solution for our customer. One objective is to replace all the work-load currently existing and avoid data duplications and redundancy. Our focus is to maintain a 360-degree view of technicians during work and getting real-time data for proper delivery of customer satisfaction.

• Create accounts with needed information
• Eliminate duplications
• Organize appointments and follow-ups
• Manage resources
• Create agreements and schedule work orders
• Automate follow-ups
•  Keeping track of resources
•  Keeping track of service tasks status
•  Book resources
•  Automate Work order scheduling
• Automate email notifications
• Communicate an accurate arrival time to customers

Solution Design

The objectives and customer expectations of the solution allowed us to handle all operations needed while dividing the project into 4 major parts:

• Account Management
• Agreement Management
• Work order resource booking and scheduling
• Invoicing & Payment Terms

Account Management

The core of Microsoft Dynamics 365 functionality is relationship management. It is designed to manage business-to-business (B2B) relationships (relationships with other organizations and the contacts working at those organizations) and business-to-consumer (B2C) relationships (relationships with individuals not associated with a specific organization). These relationships ought to be managed using the account and contact records in Dynamics 365.

Account List and Contact List

Account and contact lists can be imported into Dynamics 365 using Excel Sheet Templates.

Customized fields

The account form is customized in a way to capture all information stated by the organization that help their business (E.g. Account Type)

Agreement Management

This part was designed to handle customers contracts on which the organization define the scope of work and details related to their agreement. Agreement scheduling was designed related to agreement to help us automate work orders creation and booking. 

Work Order Resource Booking & Scheduling

The most important process in Field Service is the work order process where work orders are:

• Created
• Scheduled to resources
• Performed by field technicians
• Completed and reviewed

The solution uses the out-of-the box concept however the work order creation process is fully automated according to work order type and work order status along with the booking process bases on certain number of days and conditions.

The assigned resource is able to see his work orders on the schedule board on his device where he is able to fill the booking information (e.g. check in, check out, complete task, attach photos, videos, voice notes, request follow up,…)

Invoicing & Payment Terms

This part is to generate customer’s invoices and register payments. This was also automated by defining agreement values and payment methods on agreement. Invoices and payments are generated due to a trigger defined by the organization.

Furthermore, reports and template were designed to handle forms that might be sent to the client such as invoice.