dynamics mobile service management - hso...mobile device, directly in microsoft dynamics ax 2012....
TRANSCRIPT
for Microsoft Dynamics AX 2012
Dynamics Mobile Service Management
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3
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Content
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Introduction 4
Increase Service Efficieny 5
Features 6
Mobile Integration 7
Planning & Scheduling 8
Quick overview 9
Increase the Number of Service Tasks per day by implementing Mobility!
3 / 11Dynamics Advanced Field Service
Enterprise mobility: reduce costs
while enjoying best-in-class
performance
�� Pre-configured�for�both�rapid�
implementation & adaptation to
unique business needs
Increase number of service tasks
completed per day
Benefits
Operational excellence and customer satisfaction are vital in service organizations to maintain
a competitive advantage. In today’s market, you need to accomplish more with less staff, while
customers continue to demand higher service levels.
Dynamics Mobile Service Management is
based on a mobile platform that enables
enterprises to optimize the operations of
service engineers through a unique integra-
tion of mobile workforce automation and a
rich service management solution.
Your� field� workers� can� interact� seamlessly�
with the systems and experts in the back
office�of�your�enterprise.�Key�personnel�in�the�
office� will� always� know� where� your� mobile�
workers are and what they are doing, so you
can prioritize the work.
All relevant object information can be viewed
on the mobile device with direct access to
object equipment information and history.
Introducing Dynamics Mobile Service Management
1
4 / 11Dynamics Mobile Service Management
Increase Service Efficiency
2
Dynamics Mobile Service Management
successfully closes the loop between service
engineers, Dynamics Service Management
and your customers.
We mobilize your core service business
processes to give ambulant personnel and
office-based� workers� real-time� access� to�
enterprise systems whether they work on
a laptop or a mobile device. This allows
personnel, regardless of location, to
share critical information relating custo-
mers, objects, contracts and service tasks.
As a result, your service engineers have vital
information available about the customer,
the type of object, tasks, spare part availa-
bility and much more to complete their jobs
quickly� and� efficiently.� Regardless� of� where�
they are on the premises.
Dynamics Mobile Service Management inte-
grates with Dynamics Service Management
and� improves� efficiency,� allowing� service�
engineers to analyze and repair the
service objects quicker than ever before.
View service tasks, start and stop service tasks,
show all object history, add materials, return
hours and complete checklists. At the same
time service engineers have direct access to
all the data they need to perform the job like
customer information or information on the
service objects, contracts, documents, safety
instructions and more.
5 / 11Dynamics Mobile Service Management
• All relevant object information can be
viewed on the mobile device
• Direct access to object equipment infor-
mation and history
• Designed from scratch to optimize the
user experience on a touchscreen mobile
device
• Complete service tasks including the
ability to take pictures from the object
being repaired
• Review�historical�information�of�previous�
service tasks
• Complete hour registration for direct as
well as indirect activities
• Streamline�process�flow�to�make�data�
entry as easy as possible
• In case of weekend and/or night shift
new tasks can be created directly on the
mobile device
• Agenda to view service tasks
• Accept/Reject�the�service�tasks,�service�
object, and service task information
• Add materials, like spare parts
• Complete hour registration for service
task and non-service task related work
such as indirect hours
• Entering notes per status
• Capture and store pictures
• Multi-language support
• Initial load on PDA (base data)
• Device and platform independent
• Time-zone support
3 Features
6 / 11Dynamics Mobile Service Management
Mobile Integration
4
When your service engineer is assigned to
do some work, a service call and task are
created. Service tasks combine items, hours
and�work�specifications�into�one�flow�on�the�
mobile device.
The complete cycle of the service task can be
completed� in� one� logical� flow.� The� process�
starts with accepting the service task. Before
starting or once started, the engineer can
review work instructions and safety precau-
tions, he can perform the actual work and can
register the consumed spare parts, and his
spent hours can be allocated to the task.
After completing the planning process in the
back-office�and�allocating�the�right�resource�
for the job, the service tasks become available
on the mobile device of the service engineer
and will appear in his or her agenda. Mobile
service works online, enabling service engi-
neers to complete their service tasks on a
mobile device, directly in Microsoft Dynamics
AX 2012.
7 / 11Dynamics Mobile Service Management
Planning & Scheduling
5
Balancing between priority and urgency is
one of the biggest challenges for service plan-
ners. Dynamics Mobile Service Management
can suggest a resource, based on the object
(location management) and event code (skills
management) settings you have entered into
the system.
Your� planner� first� determines� what� kind� of�
resources are necessary for solving the service
request. This, together with the available
capacity & inventory levels, will help the
service planner to send the right resource to
the� right� job,� increasing� the� first-time-right�
percentage and improving the ratio between
the preventive and corrective or breakdown
service. When the internet connection is down,
the information is stored and can be resumed
when the internet connection is restored. Even
when the same engineers want to complete
his job from another device. Together with a
picture of the repaired object, the planner can
review the information and close the service
call. After completing the task on the mobile
device, the task information is automatically
available�at�the�back-office.
By using the Service Management Solution
as�your�back-office,�you�get�a�graphical�sche-
duling overview for a clear and detailed
view regarding the scheduled activities for
your service engineers as well as the type of
service calls involved. Using this scheduling
overview, your planner has all the necessary
data including real-time updates from the
mobile devices.
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Customer Information
• Basic customer information including an over-
view of the customer contract, service objects
and service tasks
Contract Information & History
• Basic contract information including the
covered content of the contract as well as the
contract related service tasks
Object Information & History
• Relevant�object�information�and�history�of�
service tasks
Service Tasks
• Access�to�service�task�fields�such�as�description,�
event code, start/end time etc.
• Service�call�information�fields:�subject,�message,�
start date/time and the amount of planned
hours
• Indirect tasks / time / stopping the order whilst
working on it
• Register�end-time�
• Add material to service task
• Directly post material from list (inventory), only
from the engineer’s warehouse or other engi-
neer approved warehouse
• Limit the list of items the engineer can use in
the mobile device
• Easy search and auto-complete function when
looking for spare part information
• Complete questionnaires such as checklists or
inspection lists
• Directly working in Microsoft Dynamics AX 2012
from any mobile device
• Automatic adjustment of screen layout and
size, depending on the type of device used
• Historical information of the equipment is
available on the mobile device
• User manuals and safety cards can be viewed
from the mobile device
• Relevant�task�field�such�as�statistical�codes,�
note�fields,�object�number,�warranty�date�and�
contract end date is available on the mobile
device
• Flexibility to adjust screen layout, type of
information:�remove�redundant�fields�and�add�
other relevant information stored in Microsoft
Dynamics AX 2012
Messaging
• Type messages on the mobile device to inform
about relevant issues or use standardized codes
Overview/Analysis
• Standard�and�user-defined�queries�and�reports
Prerequisite
• Microsoft Dynamics AX 2012
• Dynamics Service Management
Dynamics Mobile Service Management a quick overview
6
9 / 11Dynamics Mobile Service Management
Our Dynamics Apps are sold, implemented and
supported worldwide by our industry experts and
strategic partners. We are happy to advise you
which� solution� or� technology� is� the� best� fit� for�
your� specific� needs.� Please� feel� free� to� contact� us.
We appreciate your interest!
Want to know more? Contact HSO Innovation
T +31 (0)318 507 800
www.hso.com/innovation
1500Projects
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[email protected] | www.hso.com/innovation | T +31 (0)318 507 800
HSO Innovation offers new ways, using new technology, new applications, new processes, and new approaches to assist our clients in becoming digital leaders in their industry. HSO Innovation designs, develops, sells and maintains strategic and differentiating Dynamics Apps that drive outstanding results for our clients using Microsoft Dynamics 365. Combined with our wide range of Premiere Services that are offered on Microsoft Azure we improve�overall�business�efficiency.�Our�Dynamics�Apps�and�Premier�Services�are�based�on�best�practices�developed�over�the�years�working�directly�with our customers across diverse industries and verticals.
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Projects
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Offices
900+
Employees