Original article by Jim Hare
What do you get when you cross an enterprise-class customer relationship management application with a field service management software product? Apart from a very long sentence, that is?
Firstly, a combination of these two software types is far more than the sum of its parts. If you’re at the helm of a larger field service company, enterprise customer relationship management, along with a field service management solution also developed for enterprise, will probably be the only two major software applications you need to support business growth and competitiveness.
Customer-centric service with CRM
For example, a decent enterprise-class customer relationship management product will probably come with the following features and functionalities, all of which can benefit your service, as well as your sales and marketing teams:
- Contact, account, quotation, and opportunity management functionalities
- Chat and collaborative tools
- Business intelligence dashboards and reports
- Case management
- A knowledge base accessible to staff and customers
- Workflow management
That’s a pretty long list of management features, which of course is necessary for any single platform to support a business with multiple departments and functional teams. It’s also worth noting that some enterprise customer relationship management solutions provide extra modules to extend functionality. Field service management add-ons, for example, are commonly available from customer relationship management vendors.
Speed, efficiency, responsiveness with FSM
Compared with a full field service management solution, though, customer relationship management add-ons are seldom much of a match. That’s not to say such an add-on wouldn’t provide adequate functionality to manage your field service enterprise, but it won’t offer the extensive range of specialised industry capabilities that a best-of-breed field service management application provides. For instance, an enterprise field service platform will be likely to include the following solutions:
- Automated technician scheduling and dispatch
- Automated routing
- Service-agreement record-keeping
- Enterprise mobility
- Inventory management
- Business intelligence and predictive analytics
- Customer communication management and access portals
Microsoft Dynamics Field Services empowers customers to execute their field service management strategy by enhancing the efficiency and effectiveness of valuable resources. Its set of configurable tools includes centralized scheduling and dispatching, native mobile apps, and integrated back-office functions. The Field Services solution improves customer satisfaction rates, enhances productivity, and drives revenue.
As you can probably see from comparing the two lists of software features and capabilities, there may be a little overlap. However, together the two platforms take care of your two most important business considerations – building and maintaining solid customer relationships and performing efficient, cost-effective field services.
One platform to solve it all
What if your enterprise could access a single solution to manage, administer and control all the activities covered by customer relationship management and field service management software? Imagine a vertical platform that provides tailor-made workflows to streamline physical processes, with an emphasis on customer-centricity and service excellence, as well as the predictive intelligence to help you identify cost-saving opportunities. That’s what you call a powerful combination.
That’s also exactly what you can expect with the union of FieldOne and software giant Microsoft, as the two companies merged the ever-popular Microsoft Dynamics customer relationship management platform with enterprise field service management application FieldOne Sky.
The seamless integration of these two products now offers a single solution, offering all the capabilities your company needs, whether field service is your core business or an activity you offer to support your products. Enterprise customer relationship management, field service management and more – that’s surely a sound footing for the transition to customer-centric, predictive models of field service.
Can save your business money across the board, while at the same time increasing the productivity of your field service technicians as well as the efficiency of your systems and procedures. Contact Resolve Immix today to improve the return on investment of your business.