SERVICE MANAGEMENT

Transform your service operation and provide a quality service to your clients. Manage your service contracts, inventory and service repairs to deliver a personalised experience to foster client loyalty.

client service experience

Build your firm’s reputation

Build your firm’s reputation one client service experience at a time.

Clients today are looking for highly responsive and transparent service delivery, with clear economic value. Dynamics 365 Business Central Service Management will help providers meet and exceed these expectations by delivering reliable and reputation-enhancing service experiences.

The solution will help you organise your service resources for optimum efficiency, forecast and track parts consumption, proactively manage contracts and service agreements, and gain tighter control over costs. In addition, you’ll be able to build and establish long-term relationships with your customers with service-contract management and consistent logging and tracking of equipment and services.

Dynamics 365 Business Central service management also helps you manage a broad range of other business areas according to your needs. You can add functionality as you need it and grow at your own pace. Respond quickly to customer-service requests and use information from across your business using Dynamics 365 Business Central to make profitable decisions about the costs, inventories, workloads, and financial returns of your service operation.

Service Industry

Challenges in your industry

Optimising your operations

resource coordination

Service Management involves multiple levels of coordination, in addition to mechanical and administrative aspects, companies need effective strategies to meet customer expectations, balance the workforce, and stay profitable.

High operational costs

High operational costs negatively affect margins.

Poor monitoring capabilities

Poor monitoring capabilities and disconnected data prevent service management companies from reducing cost of service and remaining competitive.

Inefficient collaboration and analysis capabilities

Inefficient collaboration and analysis capabilities in service item management delay decision-making and hinder productivity.

Handle the volume and complexity

Systems that are not designed to handle the volume and complexity of machine-generated signals inhibit the ability to use IoT data in the customer engagement processes.

Disconnected data

Disconnected data across regions and products makes accurate analysis difficult and time consuming.

Empowering your employees

Lack of support for mobile workers

Lack of support for mobile workers decreases productivity potential and reduces innovation.

Customer data residing in silos

Customer data residing in silos prevents the sharing of customer information between functions.

Limited analytics capabilities

Limited analytics capabilities result in incomplete insight into service effectiveness and contract profitability.

Lack OF insight

Lack of industry, customer, and product insights inhibit the ability to make
informed roadmap decisions.

Potential threat of losing intellectual property

Potential threat of losing intellectual property inhibits efficient collaboration.

Engaging your customers

Lack of consistent customer experiences

Customers’ expectations for service have risen to include a seamless and consistent customer experience regardless of which communication channel or touchpoints they use throughout their journey.

Disparate processes and systems

Disparate processes and systems across functions and channels create inconsistent customer experiences across marketing, sales, and service.

SERVICE MANAGEMENT SOLUTIONS

Respond quickly to customer-service requests and use information from across your business using Microsoft Dynamics 365 Business Central to make profitable decisions about the costs, inventories, workloads, and financial returns of your service operation.

Service Management Business

Solution capabilities

dynamics 365 business central

Embedded in the Dynamics 365 Business Central Platform enabling all Dynamics 365 Business Central ERP capabilities.

More Information

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Financial management and accounting

Manage your cash, assets and banking.

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Supply chain

Track and manage, your production, inventory, orders and vendors.

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Projects

Create estimates, track projects and manage capacity.

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Business Intelligence and Reporting

Get a holistic view of your business making informed decisions.

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Support for international currencies

Compete globally using multiple currencies and languages.

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Flexible deployment

Deploy on-premises or in the cloud, whichever model best suites your business.

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Sales and service management

Manage your contacts and sales opportunities.

Service Management

Service item management
- Services items
- Contract information
- Component management
- BOM reference and warranty information
Service order management
- Register after sales issues
- Service requests
- Services due
- Service orders
- Repair requests
Service price management
- Maintain and monitor service prices
- Price groups
- Price calculation structures
- Fixed prices, minimum or maximum prices