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Dynamics Day 2016 - enhance your productivity with Microsoft Dynamics 365 Project Services and Field Services


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Does your organisation need to increase project profitability or deliver highly optimised field services? This session will showcase how Microsoft's newest Dynamics 365 capabilities for project service automation and mobile field services can optimise your project delivery and field service capability.

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Dynamics Day 2016 - enhance your productivity with Microsoft Dynamics 365 Project Services and Field Services

  1. 1. Enhance your productivity with Dynamics 365 Project and Field Services Sean Bedford (Empired) Mark Rettig (Microsoft)
  2. 2. Objectives of this session • Understand the benefits of customer engagement in a service economy • Understand where Microsoft fits within this economy • High level view of what the immediate future looks like
  3. 3. In the past Focus on selling products and services separately Majority of work done through company employees Service economy “Uberisation” as a concept starting to permeate everything IoT interactions becoming important Service delivery platform Customer engagement in a service economy
  4. 4. Microsoft Dynamics 365 Common application platform: PowerApps, Microsoft Flow, Common Data Model Microsoft AppSource Dynamics 365
  5. 5. Improve satisfaction and productivity of customers say valuing their time is the most important thing a company can do to provide good service.1 73% of incoming service requests require field visits and of those service visits,2 require secondary or follow-up visits.226% 65% 1. Forrester Research’s Trends 2016: The Future Of Customer Service 2. Source: Field service automation trends: Best-in-Class - Aberdeen Group, Dec,2015
  6. 6. What’s top of mind for service leaders Customer first Connected interactions Empower organizations
  7. 7. Customers Technicians Operations
  8. 8. Detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary. Automatically Schedule work to the most appropriate resources while optimizing to fit in the most appointments per day. Schedule individuals, teams, or equipment for any type of appointment including in-house, onsite, or remote. Outbound text and phone capabilities provide automated reminders and updates to customers while an online portal allows customers full visibility into all service interactions. Dispatchers view technician’s daily turn-by-turn routes to easily add nearby appointments, and understand upcoming traffic constraints, while organizations can choose any backend GIS provider.
  9. 9. One central place to manage my jobs, contract or one off • Easy to see the jobs that need to be scheduled • Can optimise my field • Field technician can easily manage the job • Productivity improvements
  10. 10. Complex Service Industry challenges 1. Figure 2 2. Figure 4 3. Figure 21 Decrease in new client growth over the last 3 years 19% Increase in employee attrition over the last 3 years 26% Decrease in billable employees in the last year 35% SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™ Benchmark study data for 257 organizations with over 100 employees and an average size of 1,315 employees.
  11. 11. What’s top of mind for service delivery leaders Deepen engagement Empower teams Optimize growth
  12. 12. Dynamics 365 for Project Service Automation $ €
  13. 13. Maintain the customer relationship and interactions • Manage my resources based on skills • Create and manage my project tasks • Connectivity from Sales to Delivery • One place to manage all customer interactions • One calendar for all my activity