Service Evolved – Episode 7: How smarter scheduling can help to get the right tech for every job

How can dispatchers and field service managers help more customers with less effort? It’s not easy to schedule the right service technicians for each customer work order, every day. But with a modern toolset and the help of intelligent technologies, service organizations are better equipped to schedule more efficient routes that improve the employee experience and better support customer needs.

In this episode of Service Evolved, learn from Microsoft’s Vinay Nalam about exciting changes coming to the Dynamics 365 for Field Service Schedule Board and next-gen Resource Scheduling Optimization (RSO). Our hosts and guest describe how integrated technologies are enabling service departments to make more informed decisions, improve processes, and enable a more responsive customer experience.

Together with their special guest Vinay Nalam, hosts Scott LeFante and Dan Cefaratti discuss:

  • The impact of visual design and color schemes on usability for scheduling
  • Automatic, intelligent scheduling based on company business goals
  • Predictive travel time features that reflect real-world traffic
  • How AI and ML algorithms enable more accurate work duration predictions

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field service digital transformation 

Scott LeFante
Director of Field Service Architecture, Avanade

Scott is part of Avanade’s Digital Sales & Service team and a two-time Microsoft Business Applications MVP. He is an experienced CRM/CE professional and a Microsoft Dynamics expert in Field Service / Connected Field Service, Project Service Automation and Customer Service. Scott is responsible for the successful delivery of Microsoft Dynamics 365 Field Service projects, fostering ongoing relationships within the customer base, Field Service/CRM team management and support.


field service digital transformation 

Daniel Cefaratti
North America Field Service Lead, Avanade

Dan has 20 years of experience in the CRM, ERP, and Field Service industry. He leverages his expertise to help customers succeed in deploying Field Service solutions by driving best practices and business strategy. He has helped customers transform their business from being perceived as a cost center, to more of a profit center by creating a proactive, predictable process that streamlines the Field Service digital thread. Dan has a strong passion for Field Service and has helped this space innovate with mobility, predictive analytics, mixed reality, and route optimization, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.


Special Guest

Vinay Nalam 

Vinay Nalam
Program Manager – Dynamics 365 Resource Scheduling, Microsoft

Vinay Nalam is a program manager in the Microsoft Dynamics 365 for Field Service team, specifically working in the Resource Scheduling space. During his 8+ year tenure at Microsoft, has been an integral part of the Dynamics 365 Product engineering team and the Core Services Engineering team.

Service Evolved – Episode 6: Get a better view of assets with Microsoft field service

Microsoft’s Dan Gittler shares new features to help service organizations locate and track assets.

Service Evolved – Episode 5: Rethink your “last mile” service experience

How to improve the critical final steps, or “last mile”, in your service experience.

Avanade wins Microsoft 2020 Global Partner of the Year Award for Field Service

Avanade recognized for exemplary work for Field Service to help clients realize business results, and is named Microsoft 2020 Global Alliance SI Partner of the Year for the 15th time.

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