How does field service software increase customer satisfaction?

Field service organizations are constantly searching for ways to improve customer satisfaction. A customer’s experience with your business can make or break the relationship. If you’re not aware of the impact of customer service, a study by Microsoft found that 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company.

Leveraging field service software, particularly Microsoft Dynamics 365 Field Service, can lead to a drastic increase in satisfaction, cross-selling, and retention. How? We’re outlining the ways in which D365 Field Service can help businesses enhance field service customer satisfaction.


D365 Field Service equips field technicians with tools to make them more effective on and off the worksites. The easier it is for technicians to do their job, the faster they will help your customers. No matter where they’re working, the Field Service mobile app allows technicians to:

  • Manage work orders and appointment schedules
  • Access customer data and maps
  • Capture photos, videos, and voice notes

Enable technicians in the field

Source: Microsoft

If they need in-context help while working, Field Service can capture asset information while Dynamics 365 Remote Assist and other mixed-reality tools provide real-time remote assistance. Plus, users can link knowledge articles with products to increase first-time fix rates.

Enhance technician productivity

Source: Microsoft

Having these resources at technicians’ fingertips enables them to streamline processes and become more efficient, which is exactly what customers need while trying to manage their business.


If you want customers to 1. continue working with you AND 2. refer your services to others, you need to treat each one as your number one priority. D365 Field Service helps you accomplish this with personalized customer experience features. Keep customers updated in real time with on-time scheduling and location information. They’ll be able to see where the technician is and their estimated arrival time. For customers who are always on the go, Field Service’s self-service scheduling gives them the option to choose the appointment time that works best for them.

Engage with your customers

Source: Microsoft


The AI and automation capabilities in D365 Field Service will change the way your service team operates. Manual, semi-automated, or fully automated scheduling combined with AI-enabled scheduling recommendations helps dispatchers choose the right technician for each job. When it’s time to schedule, a drag-and-drop schedule board and interactive map will help assign the nearest available technician. The schedule board is also convenient for minimizing travel time, maximizing utilization, and responding to delays, cancellations, and urgent work.

Dispatch the right technician

Source: Microsoft

Are you getting loads of service calls? D365 Field Service minimizes them with its Internet of Things (IoT) sensors, which allow users to remotely detect and resolve issues before customers become aware. Field Service’s preventive maintenance also automatically generates recurring maintenance appointments for equipment. This predictive model eliminates the alternative break-and-fix scenario.

Avoid service calls

Source: Microsoft

If your organization is trying to find a solution that improves customer satisfaction, Microsoft Dynamics 365 Field Service could be your answer. Schedule a demo with one of our team members to learn more about the features and see them in action. As a Microsoft Gold Partner, Opal Business Solutions can provide you with expert assistance at every step. Click below for more information on D365 Field Service.

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