Product documentation
In a world where margins are getting smaller, the real added value of companies is providing service towards their customers. As a company you can only increase your level of service if our back office is focused on registering and guiding the daily service processes. The only efficient way of doing this is working with a Service Management module which is fully integrated into your companies back office.
Dynamics Service Management for Microsoft Dynamics 365 for Finance and Operations is the complete solution for service industries. This can either be in the service of buildings, machines, industrial equipment or facility services. The solution has been developed based on practical experience.
Dynamics Service Management is a solution for manufacturing service and professional service industries. Dynamics Service Management can support these types of organization with all the relevant service process like, object maintenance, contracting, call handling, work order management, scheduling and invoicing.
We have consequently used this knowledge to develop our horizontal solution based on Microsoft Dynamics 365 for Finance and Operations. Based on the requirements of many customer projects a standard software solution for that business function has been created. The benefit for the Microsoft Dynamics 365 for Finance and Operations users is that all divisions of a company can utilize the same standardized and intuitive user interface and have access to the same database.
Services are typically provided within a surrounding context.
This is where customer engagement is taken to a next level.
You know your customer and ask any service technician, they know their equipment as well.
The module works around the following main entities. Below a definition of each one.
The service contract defines rights and obligations towards customers for:
Service objects represent (customers) assets and (can) contain:
Whenever an interaction is requested or required in relation to service, you will want to follow-up and keep track of such interaction.
For this a service call exists. It provides:
When an interaction requires -planned- human interaction, on-site or in the workshop, a service task provides the following:
The Dynamics Service Management module is tightly integrated with the projects module of Microsoft Dynamics 365 for Finance and Operations. All the financial and logistical transactions are based on project transactions. All the data in the project module will be generated while adding data in the module. The typical end user won’t have to make any transaction in the project module.
Dynamics Service Management focuses mainly on Field Service repairs and preventative maintenance. For companies whose focus is on in-house repairs we offer a very similar solution called Dynamics Repair Center. It works in many the same ways, but focuses on the internal repair journey of the Repair objects. More information can be found here.