Does your organisation need to increase project profitability or deliver highly optimised field services? This session will showcase how Microsoft's newest Dynamics 365 capabilities for project service automation and mobile field services can optimise your project delivery and field service capability.

1. Enhance your
productivity with
Dynamics 365 Project
and Field Services
Sean Bedford (Empired)
Mark Rettig (Microsoft)

2. Objectives of this
session
• Understand the benefits of
customer engagement in a
service economy
• Understand where Microsoft
fits within this economy
• High level view of what the
immediate future looks like

3. In the past
Focus on selling products and services separately
Majority of work done through company employees
Service economy
“Uberisation” as a concept starting to permeate
everything
IoT interactions becoming important
Service delivery
platform
Customer engagement in a service economy

4. Microsoft
Dynamics 365
Common application platform: PowerApps, Microsoft Flow, Common Data Model
Microsoft AppSource
Dynamics 365

6. Improve satisfaction
and productivity
of customers say valuing their
time is the most important thing
a company can do to provide
good service.1
73%
of incoming service requests
require field visits and of
those service visits,2
require secondary or
follow-up visits.226%
65%
1. Forrester Research’s Trends 2016: The Future Of Customer Service
2. Source: Field service automation trends: Best-in-Class - Aberdeen Group, Dec,2015

7. What’s top of mind for
service leaders
Customer first
Connected interactions
Empower organizations

8. Customers
Technicians
Operations

9. Detect, troubleshoot, and resolve issues remotely so a technician is
dispatched only when necessary.
Automatically Schedule work to the most appropriate resources while
optimizing to fit in the most appointments per day.
Schedule individuals, teams, or equipment for any type of appointment
including in-house, onsite, or remote.
Outbound text and phone capabilities provide automated reminders and
updates to customers while an online portal allows customers full visibility
into all service interactions.
Dispatchers view technician’s daily turn-by-turn routes to easily add nearby
appointments, and understand upcoming traffic constraints, while
organizations can choose any backend GIS provider.

10. One central place to manage my
jobs, contract or one off
• Easy to see the jobs that need to be
scheduled
• Can optimise my field
• Field technician can easily manage the
job
• Productivity improvements

13. Complex Service Industry
challenges
1. Figure 2
2. Figure 4
3. Figure 21
Decrease in new client growth over
the last 3 years 19%
Increase in employee attrition over
the last 3 years 26%
Decrease in billable employees
in the last year 35% SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™
Benchmark study data for 257 organizations with over 100 employees and an average
size of 1,315 employees.

14. What’s top of mind for
service delivery leaders
Deepen engagement
Empower teams
Optimize growth

15. Dynamics 365 for Project Service Automation
$ €

16. Maintain the customer
relationship and interactions
• Manage my resources based on skills
• Create and manage my project tasks
• Connectivity from Sales to Delivery
• One place to manage all customer
interactions
• One calendar for all my activity