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F ield service organisations must keep customer satisfaction at a high level, have control over margins and also keep operational costs low. They should also make every effort to fully understand their employees and service requirements so that the right engineer arrives at the right time with the right skills and the right materials to ensure customer satisfaction and retention of service contracts and therefore revenue.

With technological developments such as IoT and artificial intelligence, there are multiple revenue models. However, operational efficiency and making the right strategic choices will always be at the heart of field service profitability. Gartner's Field Service Management unit was reporting back in 2016 that 80% of organisations with more than 75 field service engineers would miss more than 20% of available efficiency due to incomplete integration or ability to design workflows.

Therefore, software with a complete integration of field service functionalities form the basis for future profitability. Microsoft Dynamics 365 with Field Service has taken much of the calculation work from Dynamics NAV, Dynamics AX, and Business Central. Organisations are making progress in:

• Optimising processes and increasing margins
• Increasing the occupancy rate of your technicians
• Improving the follow-up of SLAs
• Improving first time fix rates and thus more customer satisfaction
• Reducing mileage and CO2 emissions
• Improving inventory management

WHEN IS THE TIME TO INTEGRATE A SPECIALIST SCHEDULING ENGINE?

FLS develops dynamic field scheduling and route optimisation (job management) solutions that enable best-of-breed digital transformation within your instance of Microsoft Dynamics to achieve all-new levels of productivity and customer engagement. This is where field service organisations with 100s to 1000s of field resources supercharge their scheduling operations. FLS has 30 years' experience in the development and implementation of dynamic scheduling solutions.

FLS' Microsoft integration gives you seamless access to the unique schedule and route optimisation algorithm, PowerOpt within your Microsoft Dynamics environment. It is implemented in just days yet enables the most accurate planning of appointments and routes that are cost-optimised using actual traffic-based driving speeds for every road segment. Increased customer experience and a 20-50% productivity improvement is easy to realise with FLS' globally unique algorithm.