There has been a marked shift in the way customers view “good service” in recent years. Everything- as-a-Service is becoming part of the conversation, and this directly affects field service.
Simultaneously improving BOTH customer satisfaction AND resource productivity is a challenge. In the past, if you spent a lot of time with a customer to make them happy, your productivity decreased, or vice versa: if you tried to fit a few more appointments in each day, you may compromise on quality work or customer interactions. Today, however, with Dynamics 365 for Field Service enabling digital transformation – field service organisations can do both – improve customer satisfaction and improve resource productivity.