Service Management Done Right with Business Central

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Providing ongoing service to customers is an important part of any business, and one that can represent a source of customer satisfaction and loyalty – to say nothing of the addition to revenue. Still, tracking and managing service are actions that are not always easy, and Dynamics 365 Business Central has come to the rescue with a set of tools to help and support repair shop/field service operations. These tools can even be used in business scenarios including complex customer service distribution systems, industrial service environments with bills of materials and high-volume dispatching of service technicians with requirements for spare parts management.

Service management tools as provided by Business Central allow for:

  • Scheduling of service calls and the set-up of service orders
  • Tracking of repair parts and supplies
  • Assignment of service personnel based on skill and availability
  • Provision of service estimates and service invoices

What’s more, coding can be standardized, contracts can be set-up, discounting policies can be configured and route maps for service employees can be created.

Some News About Dynamics 365 Business Central

Before we dive into the specifics regarding how it applies to service order management, we’d like to share some tidbits about Dynamics 365 Business Central to further demonstrate its capability prowess. On April 2 of this past year, Business Central became available in 14 countries, bringing the full power of Dynamics NAV to the cloud, including existing functionality of Dynamics 365 for Finance and Operations, Business Edition and new advanced functionality from Dynamics NAV.

Along with new capabilities, the application includes an all-new user experience that makes it easy to get started; indeed, we here at DMS iTech can concur that with a familiar Microsoft Office 365 user interface, personalized feeds and smart notifications, Business Central enables users to work smarter and be more productive than ever before.

That said, let’s now take a look at Business Central’s service order management features as covered in its Essential licensing scheme:

  • Service Orders – With Dynamics 365 Business Central, you can register your after-sales issues including service requests, services due, service orders and repair requests.
  • Service Price Management – Set up, maintain and monitor your service prices.
  • Service Item Management – Record and keep track of all your service items, including contract information, component management and BOM reference and warranty information.
  • Service Contract Management – Record details regarding service levels, response times and discount levels, as well as with regard to the service history of each contract, including used service items and parts/labor hours.
  • Planning – Assign personnel to work orders and log details such as work order handling and work order status.
  • Dispatching – Manage service personnel and field technician information while filtering according to availability, stock items and skills.

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