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Field service is facing its own unique challenges in 2020 as social distancing and worksite restrictions add new curveballs to core operations. But with the help of digital advancements, organisations are rethinking how to enable their service technicians to collaborate, work remotely and efficiently support their customers. Listen to this episode of Service, Evolved and learn from Microsoft’s Ben Vollmer about what is currently happening out in the field this year, and how the Microsoft Dynamics 365 for Field Service product is evolving to meet the needs of service organisations as they respond to customer needs now while preparing for the future.

Together with their special guest Ben Vollmer, hosts Scott LeFante and Dan Cefaratti discuss:

  • A better employee experience with updates to the D365 Field Service Schedule Board, Inspections and Work Order Calendar
  • How IoT and machine learning (ML) are providing business impact and enabling preventive maintenance, as demonstrated through Azure Time Series Insights
  • Connections between call center and field service to improve troubleshooting and reduce truck rolls
  • The increased uptick of Microsoft Teams and Remote Assist “guesting” to remotely support call center staff in addition to external partners and subcontractors

 

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Hosts

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.

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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.

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Special Guest

Ben Vollmer

Ben Vollmer
Global Director – Field Service at Microsoft

Ben Vollmer has been involved with helping companies improve their strategies around Customer Engagement and Experience for the past 25 years. In his current role, he is responsible for the development and execution of a commercialisation strategy for Dynamics 365 for Field Service across Microsoft. He focuses on the major opportunities to advance Global Go-To-Market efforts across R&D, Sales, Marketing and Partner Organisations. He loves working on highly complex problems and helping the executive teams organise, prioritise, and execute around Field Service as a part of their strategic agenda.

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