Category Archives: Field service management

Bob Stutz, Field service management, FieldOne, M&A, Microsoft, News & Analysis

Microsoft buys FieldOne in field service management software play

Microsoft has acquired FieldOne to strengthen its Dynamics CRM offering

Microsoft has acquired FieldOne to strengthen its Dynamics CRM offering

Microsoft has acquired field service management FieldOne Systems in a move aimed at complementing its Dynamics CRM customer service capabilities.

The cloud-based field service management software is already built on Microsoft technology on the back and front-end (Dynamics CRM), making integration with Office 365 somewhat more straightforward than it would be otherwise.

“Their industry-leading solution specializes in delivering a full set of capabilities that include work order management, automated scheduling, asset contract, inventory and procurement management, workflow capabilities and mobile collaboration – providing enterprises with a comprehensive modern field service solution,” explained Bob Stutz, corporate vice president of Microsoft Dynamics CRM.

“FieldOne is a great fit for Dynamics CRM adding to our extensive customer service capabilities – which includes chat, knowledge management and self-service functionality from Parature which we acquired in January of 2014.  Like Parature, FieldOne is offered to customers as a cloud service. It’s built on Microsoft technology for fast integration, it already works great with other Microsoft productivity offerings like Office 365 and SharePoint, and has cross-platform capabilities meaning it can work on different devices enhancing the mobile experience which is so critically important in field service management.”

Microsoft said the FieldOne acquisition is a “major step” towards helping it round off its customer services software portfolio. The move is reminiscent of a similar acquisition made last year by Oracle when the database and ERP giant bought TOA technologies, which it rolled into its Service Cloud offering.

Business Processes, Customer Relationship Management, Customer service, Field service management, Human Resources

Essential Features of Field Service Management Software

Field management software is a system that helps in the running of the business. It takes complete charge of dispatching activities. With this system one can ensure that his material will reach its destination on time.

A dispatcher needs to a keep tab with the driver on where the vehicle is and when will it reach. Constant phone calls connect them. But with this technology, the dispatcher does not have to worry. He can access the vehicle’s information as and when needed. The system helps in field service management and makes the administrator’s task simpler and stress-free. Some of the most important features to look for while buying field management software are:

Client Management

This feature helps you maintain records of your clients including your client’s contact details, purchase history and choices for a lifetime. Any feedback or note can also be stored. You can access the data anytime you want. This will help you to stay informed even on old client related matters thus helping you build strengthened relationships with your client.

Scheduling

This feature is the most vital part of the system. It helps you track the exact location of your vehicle. It also suggests which route to take while travelling. This saves the fuel costs and time taken for hunting the place. You can inform the customer about the exact time your representative will take to reach. This ensures that your delivery is made on time. Also, you can keep proper track of the schedule, work processes, breaks, and completion of any projects. The scheduling system helps you provide your customer with the best of service, thus building on the trust factor.

Billing

Your accounting team can relax as this feature in the system keeps an accurate record of your transactions and is capable of preparing instant bills. It helps to abolish the cumbersome paperwork. The system can take electronic signatures and work orders with an assurance that the data won’t be lost. Papers can be lost or damaged, but electronic data gets stored for a lifetime. Moreover, the customer can also pay your bills through electronic means. Time taken to complete a certain task and the amount of hours that a particular employee dedicates to the office are also evaluated.

Task Management

It is a feature that acts as a planner for your employees’ tasks which provides workforce management solutions. Employees can have their whole planner ready and inform you regarding the progress of each task. You can give them a deadline to inform when a specific task is expected to be complete. They can notify you once a particular task is completed while you can update them about the task that needs to be done on priority. Thus, all the tasks carried out by the employees can be easily monitored using the Task Management system.

Business Intelligence

This feature helps you to develop your business by giving analytic reports of your activities. It will help you identify your shortcomings and work on it beforehand. You can understand your own business better, which will help you to progress and keep abreast with consumer demands and expectations. You can also keep a check on your cash intake and expenditures on a regular basis.

Good field management software will help your business in many ways. It helps you to do away with unwanted tasks by acting as a waste management software too. The efficiency will boost customer satisfaction, and a happier customer is sure to bring more customers, more business and more profits to you.

Click here to get more information on Field Service Management.