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 organisations 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 Optimisation (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
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.
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 optimisation, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.
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.