Explore a Dynamics 365 Field Service business scenario
Contoso Coffee is a global coffee distributor. They produce their own line of gourmet coffee and residential and commercial coffee machines. Their gourmet line of coffee and their coffee machines are sold through multiple retail channels. These channels include the Contoso Coffee retail stores, which are often located in premium locations, premium food resellers, and through the Contoso Coffee website. To ensure that customers can resolve issues with the products they purchase from Contoso Coffee, Contoso Coffee maintains a customer contact center where customers can resolve issues with their machines.
Contoso Coffee recently released their A1-100 smart coffee machine. Both commercial and residential customers use the A1-100. This Internet of Things (IoT) enabled device includes integrated sensors for monitoring things such as waterflow, temperature, and even can suggest when it's time to order more coffee.
Most maintenance and service on coffee and espresso machines can be done remotely. There are times, however, when technicians are dispatched to service equipment in the field or provide preventative maintenance. For example, once a year Contoso Coffee dispatches a technician to perform an annual inspection. During the inspection, the technician puts the machine through a cleaning cycle, replaces any items that have excessive wear, and perform any other required maintenance tasks. Contoso Coffee uses Dynamics 365 Field Service to manage and execute customer work orders.
Adventure Works is one of Contoso Coffees customers. They have coffee bars at many of their flagship retail locations. One of their A1-100 coffee machines is experiencing an overheating issue that causes it to shut down. After attempting to resolve the issue remotely, one of Contoso’s support representatives realized they needed to have a technician dispatched. With Dynamics 365 Field Service, the agent can convert a case into a work order with a single click.
Once the work order is created, the Contoso Coffee’s dispatcher uses the assisted scheduling capabilities of Dynamics 365 Field Service to quickly identify nearby available technicians with the skills to work on A1-100 machines. During the process, the dispatcher identifies a technician who isn't only qualified but has some availability later today.
Once the work order is assigned to the technician, they can easily access it using the Dynamics 365 Field Service Mobile application. When the technician arrives at Adventure Works, they're provided with a detailed task list of what they need to do while onsite. The work order also indicates the products and services to be performed. As the necessary tasks are completed, the technician can easily mark them off using the mobile application. Once the work is completed, the technician can capture customer signatures right within the application. By having all this information in one location, the technician can solve customer issues faster, and be more productive.
Dynamics 365 Field Service business scenario
Now that we see how Dynamics 365 Field Service can help Contoso Coffee’s field technicians, let’s take a deeper look at some of the different components of Dynamics 365 Field Service.