If your field service technicians are long overdue for a tech upgrade, it’s time to create a more connected, automated work environment for these vital front-line associates.

Field service technicians are often the “face” of their organizations. These technicians may be the only ones who call on customers in person, making them a direct reflection of the value the company places on its customer base. 

If those field technicians are shuffling papers on a clipboard, unequipped to handle a repair or are repeatedly calling the home office with questions, customers will quickly sense the lack of alignment. Employees, too, will get frustrated with the process — a costly error in today’s constrained labor market — and the job may not get done well (or at all).

The impact goes right to your organization’s bottom line. The inability to service a job properly the first time adds costs per extra dispatch and takes employees away from other service work they could have been handling for customers. It may also hurt service contract renewals, which are often evaluated based on asset availability and response times.

In today’s tech-enabled world, there’s no excuse for service teams to not be well-supported and productive while working in the field. When your organization uses connected systems for predictive and preventative maintenance, your technicians will know they are in the right place at the right time and with the right tools and parts for every service call.

From digital twins, artificial intelligence-enabled platforms like Microsoft Copilot, enterprise resource planning (ERP) systems and other connected technologies, organizations can ensure projects are properly budgeted and accounted for and that both human and physical resources are properly managed, tracked and utilized. Technicians can diagnose problems faster, resolve issues more efficiently and keep customers better informed throughout the process.   

Connected Technician + ERP = A winning combo

Companies today are competing primarily on customer experience. This makes getting field service “right” more important than ever. Field technicians who rely on paper, manual systems and disconnected technologies tend to be less productive and are often unable to solve customer problems onsite – forcing them to work reactively rather than proactively.

The issues compound as companies expand, hiring more field service techs to serve more customers. “As your field service operations grow, the matrix required to match jobs to your people, equipment and facilities can quickly spiral out of control,” Adrian Killip, Microsoft D365 ERP Consultant at HCLTech points out. “Dispatchers can’t balance all the variables when they are tracking resources through multiple spreadsheets or disconnected systems.”

No one wants to feel disconnected, ill-equipped and underprepared for a big repair job. Yet this is exactly how many field technicians feel daily.

The digital age is providing new ways to address these challenges while also giving technicians advanced, user-friendly tools that enable more productive and enjoyable careers.

Leading field service organizations have turned to Microsoft’s Dynamics 365 Field Service and Resource Scheduling Optimization (RSO) to quickly transform their operations. Robust, data-driven automation can be deployed to any type of field or customer service team. This enables teams to address service challenges immediately and take advantage of deep data analysis to refine operations. As a global Microsoft Business Applications Partner, HCLTech provides the implementation and post-go-live support organizations need to take full advantage of their ERP investment.

By automating field service operations with Dynamics 365 Field Service, companies can provide enterprise-level support to teams as they manage service calls with a clear understanding of the customer, the target machinery and the work to be done. Communication tools enhance collaboration between dispatchers, field technicians, customers and other stakeholders who must be able to:

• Access work orders, customer data and asset information
• Review their list of appointments, plus driving directions to each location
• Capture signatures, photos, videos and voice notes
• Locate product information and guided repair instructions
• Check on the tools and parts they need, as well as how to use them in real-world situations
• Gain visibility into appointments in real-time via a customer portal
• Keep customers informed with automated service reminders and notifications via email and text messaging
• Send automated, personalized surveys after completing field service calls
• Ask Microsoft Copilot to search lengthy product manuals and find relevant answers to resolve issues faster
• Share links to work orders that automatically expand to show key details in Microsoft Teams

Fix It before It breaks

Companies are also integrating the Internet of Things (IoT) into their field service operations to head off potential issues before they become problems. This proactive approach is far more effective and affordable than the reactive “fix it when it breaks” mindset many companies have long relied on.

An IoT-based approach uses connected devices to collect real-time data on equipment performance, helping companies take smarter preventive measures to reduce downtime and avoid costly breakdowns.

“Through IoT sensors and predictive service models based on AI, companies can detect and resolve issues before they escalate,” Killip says. “They can notify customers proactively of potential issues and even intervene to resolve those issues remotely.”

Create a great customer story

Having comprehensive data on resource and work order performance at their fingertips enables the back-office and field service teams to make smarter decisions, faster.

With Microsoft’s Power Platform and HCLTech’s extensive implementation expertise, companies can leverage that data, gaining new insights into customer experiences, resource utilization, cost analysis and more.

And with Dynamics 365 and field service management solutions from HCLTech, organizations can create a customer service story that spans multiple channels, maximizes your employees’ efficiency and exceeds customer expectations.

About HCLTech

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2024 totaled $13.3 billion. To learn how we can supercharge progress for you, visit hcltech.com.