Bridge the Gap - Connecting Business Applications and Devices / Microsoft Sinergija 18
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Connecting Microsoft Dynamics 365 Field Service platform with IoT devices with Azure Services. Gather IoT data in Dynamics 365 platform to control devices and run business processes. Presentation on Microsoft Sinergija 18 conference.
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Bridge the Gap - Connecting Business Applications and Devices / Microsoft Sinergija 18
- 1. Bridge the Gap Connecting Business Applications and Devices Miloš Stoiljković – Lead IoT and Security consultant, Comtrade System Integration Vladimir Ljubibratić - Deputy Delivery Director, Comtrade System Integration
- 5. Improved first time fix rate from always having the part, instructions, and skills to succeed before arriving onsite Increased customer satisfaction due to more accurate arrival times, transparency of work performed, and preventative maintenance. Decrease in average travel time by scheduling jobs to closest technicians saves time and reduces fleet maintenance costs Increase service calls per technician with optimized schedules and standardization and measurement of onsite visits Utilizat Border indicates Estimated travel time Color indicates status
- 7. KNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS REAL-TIME CUSTOMER VIEW REPAIR STATUSREPORT A PROBLEM Broken pump Submit Experienced On duty In the area REAL-TIME CUSTOMER VIEW REAL-TIME CUSTOMER VIEW REPAIR STATUS
- 8. What is the Internet of Things? $1.5M average increase in operating income for digitally transformed enterprises 10% of the data on earth will come from IoT by 2020 30B connected devices by 2020 $10B market for business process automation tools by 2020 Build Things Take Action Control Anything Gain Insights
- 9. …noisy So many options …confusing So many possible decisions …big So many devices and so much data How (where) do we get started? Who can really help us? Do we need to start over? Should we wait? What technology do we need?
- 10. Services help you make sense of the data: Microsoft Azure IoT services Azure Machine Learning | HDInsight | Power BI Things produce data…You have things… Other devices & line-of-business assets Windows devices
- 11. Collect and secure large amounts of data from your assets in the cloud for analysis Monitor and track the health of your assets to reduce costs Connect disparate line-of-business assets to automate and improve business processes Things
- 12. Create operational intelligence to improve performance and decision-making Apply historical data to new problems to successfully predict future behavior and trends Analyze data from multiple sources in near real time to drive revenue Things
- 13. Leverage advanced analytics to create new business models and revenue streams Create insights for the right people in your company to access and act on Convert the raw data from your “things” into actionable insights and business results. Things
- 14. Components Connectivity Data AnalyticsThings Action
- 15. Mobile Client Register device, Device commands Registration status, IoT alerts Register asset Customer Azure Account Direct query Database: Azure SQL, DocumentDB, etc. Stream Analytics AzureStorage: Blob, Table, etc. IoT Hub Queue Connector CRM Connector Logic Apps Power BI Dashboard Tiles Dynamics 365 (Online) Connect Field Service IoT FS Adapter Service Alert Workflow Field Service Azure Service Bus Device Provisioning ServiceDevice Mobile Application Web Application Azure Active Directory
- 16. AZ3166 Device
- 17. Demo 1
- 18. Dynamics 365 Azure IoT Suite Dynamics Portals Field Service Mobile App Resource Schedule Optimization Solution Bing Maps CONNECTED FIELD SERVICE Particle Cloud thingworx Cloud Mixed Reality Technician View
- 19. 62% State of Customer Service Report, Microsoft, 2016 50% 2014 Service Transformation: The Business Case, SAP [Field Service Organizations] now want to create a long tail of services that capitalizes on internet- enabled devices, involves intricate levels of services, and goes beyond fix-it-when-it's-down… Detect, troubleshoot, and resolve issues remotely before the customer knows of an issue and dispatch a technician only when necessary. Repair, clean, or replace parts when needed instead of on a preventative maintenance schedule. Automate work order creation when self-healing steps don’t resolve the problem. Automatically dispatch the best technician.
- 21. Receive job Schedule & dispatch Customer contact Perform service Collect payment Complete work order
- 22. Improve efficiency Asset Monitoring Enable innovation Transform your business Elevator Azure Event Hub Azure Stream Analytics Route Technician This way you reduce downtime for customers and improve customer loyalty
- 23. USAGE Reduce downtime with proactive alerts from connected devices. • Collect and catalog meaningful product data • Predict and proactively prevent breakdowns with advanced analysis 1
- 24. USAGE KNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS REAL-TIME CUSTOMER VIEW Address issues faster by remotely monitoring devices and keeping customers in the loop. • Automatically determine if mobile technicians are needed • View product usage, issues and repair history from a central portal • Diagnose problems and access repair and process guides 2 Reduce downtime with proactive alerts from connected devices. • Collect and catalog meaningful product data • Predict and proactively prevent breakdowns with advanced analysis 1 REPAIR STATUSREPORT A PROBLEM Broken pump Submit
- 25. USAGE KNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS REAL-TIME CUSTOMER VIEW REAL-TIME CUSTOMER VIEW Address issues faster by remotely monitoring devices and keeping customers in the loop. • Automatically determine if mobile technicians are needed • View product usage, issues and repair history from a central portal • Diagnose problems and access repair and process guides 2 Reduce downtime with proactive alerts from connected devices. • Collect and catalog meaningful product data • Predict and proactively prevent breakdowns with advanced analysis 1 REPAIR STATUSREPORT A PROBLEM Broken pump Submit Reduce maintenance costs by dispatching the right technician only when needed. • Reduce on-site visits with remote expert assistance • Send technicians once by verifying expertise, availability and location • Update technician devices with route navigation Experienced On duty In the area 3
- 26. USAGE Ensure your service techs are fully equipped to deliver a first-time fix. • Accelerate repair times by providing resolution guidance and connecting techs with product experts • Enable upsell and cross-sell opportunities by providing techs with product and service information 4 KNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS REAL-TIME CUSTOMER VIEW REAL-TIME CUSTOMER VIEW Address issues faster by remotely monitoring devices and keeping customers in the loop. • Automatically determine if mobile technicians are needed • View product usage, issues and repair history from a central portal • Diagnose problems and access repair and process guides 2 Reduce downtime with proactive alerts from connected devices. • Collect and catalog meaningful product data • Predict and proactively prevent breakdowns with advanced analysis 1 REAL-TIME CUSTOMER VIEW REPAIR STATUS REPAIR STATUSREPORT A PROBLEM Broken pump Submit Reduce maintenance costs by dispatching the right technician only when needed. • Reduce on-site visits with remote expert assistance • Send technicians once by verifying expertise, availability and location • Update technician devices with route navigation Experienced On duty In the area 3
- 27. USAGE Ensure your service techs are fully equipped to deliver a first-time fix. • Accelerate repair times by providing resolution guidance and connecting techs with product experts • Enable upsell and cross-sell opportunities by providing techs with product and service information 4 KNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS REAL-TIME CUSTOMER VIEW REAL-TIME CUSTOMER VIEW Address issues faster by remotely monitoring devices and keeping customers in the loop. • Automatically determine if mobile technicians are needed • View product usage, issues and repair history from a central portal • Diagnose problems and access repair and process guides 2 ROLE REPORTING FIX RATE % VP ENG. VP SALES Customer C. Service 96% FIRST TIME RESOLUTION % MODEL #SERVICE TYPE PRODUCT RELIABILITY REAL-TIME CUSTOMER VIEWEXECUTIVE VIEW SERVICE ORDER STATUS SATISFACTION SURVEY Reduce downtime with proactive alerts from connected devices. • Collect and catalog meaningful product data • Predict and proactively prevent breakdowns with advanced analysis 1 REAL-TIME CUSTOMER VIEW Gain enhanced visibility into product, service, company performance and customer satisfaction. • Track employee performance by generating role-specific reports • Improve decision making and maintenance plans by gleaning insight from internal use and repair data and external data • Determine product weaknesses, usage issues, or service tech knowledge gaps • Offer visibility into parts availability, even across borders • Improve customer loyalty with customer feedback 5 REPAIR STATUS REPAIR STATUSREPORT A PROBLEM Broken pump Submit Great work! Reduce maintenance costs by dispatching the right technician only when needed. • Reduce on-site visits with remote expert assistance • Send technicians once by verifying expertise, availability and location • Update technician devices with route navigation Experienced On duty In the area 3
- 28. USAGE Reduce maintenance costs by dispatching the right technician only when needed. • Reduce on-site visits with remote expert assistance • Send technicians once by verifying expertise, availability and location • Update technician devices with route navigation 3 4 Experienced On duty In the areaKNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS Address issues faster by remotely monitoring devices and keeping customers in the loop. • Automatically determine if mobile technicians are needed • View product usage, issues and repair history from a central portal • Diagnose problems and access repair and process guides 2 FIX RATE % MODEL #SERVICE TYPE SERVICE ORDER STATUS SATISFACTION SURVEY Reduce downtime with proactive alerts from connected devices. • Collect and catalog meaningful product data • Predict and proactively prevent breakdowns with advanced analysis 1 REPAIR STATUSREPORT A PROBLEM Broken pump Submit Great work! Gain enhanced visibility into product, service, company performance and customer satisfaction. • Track employee performance by generating role-specific reports • Improve decision making and maintenance plans by gleaning insight from internal use and repair data and external data • Determine product weaknesses, usage issues, or service tech knowledge gaps • Offer visibility into parts availability, even across borders • Improve customer loyalty with customer feedback 5 REAL-TIME CUSTOMER VIEW REAL-TIME CUSTOMER VIEWEXECUTIVE VIEW GPS REAL-TIME CUSTOMER VIEW UPGRADE RECOMMENDED 96% REAL-TIME CUSTOMER VIEW Wearable HoloLensHoloLensHoloLens PRODUCT INSIGHT Ensure your service techs are fully equipped to deliver a first-time fix. • Accelerate repair times by providing resolution guidance and connecting techs with product experts • Enable upsell and cross-sell opportunities by providing techs with product and service information Improve collaboration with wearables and augmented realities. Create cross-sell and upsell opportunities and monetize the data you collect. Improve success rate of product innovation by incorporating insights into the design process. Create new revenue streams (e.g. monitoring subscription-based services). Deepen customer loyalty by sharing insights on operational improvement and efficiency gained from use data across the installed base.
- 29. Demo 2
- 30. Ocenite predavanje kako bismo izabrali najboljeg predavača na Sinergiji 18! Popunite konferencijsku anketu i učestvujte u velikoj nagradnoj igri!