Case study field services - dynamics 365 customer engagement (crm)

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Contents
 Intro
 Case study 1
 Case Study 2

Case Study - 1
Handicare has implementation Microsoft Dynamics 365 for Field Service.
Handicare started to notice results in the cooperation between the field
service team and the office, in terms of improved efficiency, transparency,
and customer happiness.

About Client
 Handicare is one of the world’s largest providers of resources for the
disabled and elderly
 With nearly 1,000 employees, Handicare manufactures stairlifts,
bathroom safety products, and patient handling devices etc
 Product installations represent a large portion of Handicare’s field service
operations, and annual maintenance appointments ensure reliable
operation of the devices and equipments.

Challenges
1. Competitive pressure to reduce quote-to-delivery time on new
installations.
2. The management of service level agreements (SLAs) and billing cycles
across different countries with varying regulatory environments.
3. Revenue leakage due to poor analysis of contract commitments.
4. Limited business growth and capacity planning due to lack of real-time
updates

The Solution
 Microsoft Dynamics 365 for Field Service was chosen because Handicare
felt it was best for its global business that includes a variety of
regulations, standards, and customer expectations within each country.
 Field Service was implemented in The Netherlands and UK locations in
less than six months.

Results
 Quote-to-delivery time was reduced significantly.
 Implementing Field Service also improved measurements of customer
satisfaction, market insight, win rate, and billed revenue while reducing
unbilled prep work and third-party costs.

Results
 Field Service works seamlessly across geos, languages, and currencies.
 Previously, issues surrounding regional billing regulations made it
challenging for techs to know when repairs were covered by the standard
SLA without having to sift through paperwork back at the office first.
 With a global solution capable of managing such intricacies, firsttime fix
has improved as the techs now have relevant contract info at their
fingertips.

Watch Video
HandiCare’s implementation of Field Service
 https://youtu.be/Fr-DaVL2hTo

Case Study - 2
 UBC is medical insurance company that implemented FieldOne, an early
version of Microsoft Dynamics 365 for Field Service.
 Handicare started to notice results in the cooperation between the field
service team and the office, in terms of improved efficiency,
transparency, and customer happiness.

About Client
 United BioSource Corporation is a global scientific and medical affairs
organization that collaborates with Pharmaceutical companies to develop
and commercialize their products.
 Their services involve multiple lines of business that clients can select
from based on the needs of their drug program.
 Some of their services involve assisting physicians and patients in
obtaining patient medication and subsequent monitoring effectiveness
and outcomes.

Challenges
1. Scheduling Field Nurses to patient locations based on their location and
availability.
2. Dispatching physicians and Field Nurses based on their skill set and
proximity to the patient location.
3. Prioritizing patients based on criticality level and drug program.

The Solution
 UBD Implemented FieldOne with their existing Dynamics CRM 2013
implementation.
 FieldOne was an extended version of Service Scheduling functionality in
Dynamics CRM customer service module

The Solution
UBC CRM users:
 Nurses (RN)
 Lead Nurses (Lead RN)
 Field Nurses (FRN)
 Supervisor
 Program Manager

Results
 Time to schedule resources are reduced.
 Scheduling field nurses based on their skill sets and drug programs make
it easier.
 Faster turn around time and invocimng.

Resco Mobile App
 Resco has developed a mobile app for Microsoft Dynamics CRM.
 This app is particularly useful for people like account managers or
technical staff such as service engineers who are on the road or who visit
customers on a daily basis.
 The app provides access to the data of Microsoft Dynamics CRM.

Resco Mobile App - Features
 Taking photographs and adding these to a customer’s file
 Access to customers, contacts, leads, quotes, agenda etc.
 Completing forms to be signed by customers
 Clicking on an associate and navigating to their address
 Can use CRM data offline, without an internet connection. Data
automatically synchronises upon renewal of the connection

Resco Mobile App - Features
 Case Study on Resoc Mobile App
 https://www.dynamicpeople.nl/en/microsoft-dynamics-crm/add-
ons/resco-mobile-crm/

Case study field services - dynamics 365 customer engagement (crm)

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