Automate scheduling for Field Service Reps with ‘Competency Allocation’ within Dynamics 365

The world of field service revolves around efficiency. Every minute saved is a minute gained for more jobs completed, happier customers, and a healthier bottom line. But to truly be efficient often comes down to the intricate melody of scheduling, i.e. matching the right technician with the right skill set for the right job, and at the right time.

This balancing act can feel like a constant battle, especially with improper, impromptu, or traditional scheduling methods. But with changing times there are ways to automate this process, ensuring optimal skill-to-task matching and streamlined workflows.

The Characteristic-Based Auto Scheduling feature within Maplytics revolutionizes the way you manage your field service workforce.

Matching Skills to Needs

Gone are the days of relying solely on the proximity of the frontline worker for scheduling. Characteristic-Based Scheduling goes beyond just location data. It leverages the wealth of information stored within your Dynamics 365, specifically focusing on “Characteristics” — the field of Dynamics 365 Field Service that defines the unique skillsets and qualifications of the technicians.

This is the workflow

1. Defining the Technician’s “Characteristics”-

Within Dynamics 365, update incidents and characteristics fields that capture relevant technician information. This can be based on their certifications, experience levels, language proficiency, or even specialized equipment use and can be rated. Once updated, the characteristics relevant to all the bookable resources are updated within Field Service.

2. Intelligent Job Matching-

When a service request comes in, Characteristic-based Scheduling automatically analyzes the required skills for the job. It then matches this information against your technician database, identifying the most suitable technicians based on their defined characteristics.

3. Effortless Scheduling-

Maplytics takes the optimal technician matches and generates a draft schedule considering factors like, technician availability, client availability, location, and optimized routes. One can then review and adjust the schedule as needed, or simply approve and let the magic happen.

How is this beneficial?

Reduced Scheduling Time: No more hours spent manually sifting through workforce profiles trying to find the perfect fit. Characteristic-based scheduling automates the process, freeing up valuable time for the team to focus on other priorities.

Improved First-Time Fix Rates: Matching technicians with the right skill set for the job leads to a higher chance of resolving issues on the first visit. This reduces repeat calls, minimizes customer frustration, and improves your overall service reputation.

Enhanced Customer Satisfaction: Faster resolution times and a focus on skilled technicians ensure a more positive customer experience. Maplytics even allows for customer communication features, keeping clients informed of technician arrival times and travel routes via email.

Increased Revenue Potential: A well-optimized schedule with skilled technicians tackling jobs efficiently leads to more completed jobs and higher revenue potential. Additionally, reduced repeat calls equate to cost savings and improved resource utilization.

Real-World Example: Unleashing Efficiency in Plumbing Services

Imagine you’re a plumbing company managing a variety of service requests. A customer reports a faucet leak, while another requires a complex drain repair. Here’s how Characteristic-Based Auto Scheduling streamlines your workflow:

1. Technician Skill Declaration: You’ve defined “Characteristics” for your technicians, including “Faucet Repair”, “Drain Line Expertise”, etc. You have also associated the characteristics or skills with the bookable resources available with you.
2. Matching Skills to Jobs: Maplytics identifies the leak as a basic job and matches the technician with faucet repair as a skill and is within the proximity of the client location.
3. Optimized Routes: Auto Scheduling then creates an efficient appointment plan with optimized travel routes for the technician, minimizing travel time and maximizing productivity.

This scenario showcases how Characteristic-Based Auto Scheduling ensures the right technician tackles each job with optimized schedules for maximum efficiency.

Maplytics — Your Key to a Smarter Workforce

Characteristic-Based Auto Scheduling is just one of the many powerful facets of Maplytics. When combined with Dynamics 365, it empowers you to:

1. Effortlessly Leverage Existing Data: Maplytics seamlessly integrates with your Dynamics 365, eliminating the need for data migration or duplication.
2. Intuitive Interface: The user-friendly interface allows you to define skills, manage schedules, and visualize data with ease.
3. Scalability for Growth: As your business grows, so does Maplytics. The platform scales with your needs, ensuring long-term optimization benefits.

What’s More?

Maplytics is like water that can be moulded into any role. It makes map integration within Dynamics 365 look seamless. Radius Search, Route Mapping, and more have become super easy to use. To get more acquainted and experience it first-hand, one can write to crm@inogic.com To investigate the product further, with a personalized demo within Microsoft Dynamics 365 CRM / Dataverse get in touch with the team.

For applied knowledge, do visit our Website or Microsoft AppSource. One can hop on to the detailed Blogs, Client Testimonials, Success Stories, Industry Applications, and Video Library for a quick query resolution. You can also leave us a review or write about your experience on AppSource or G2 Website.

Originally published at https://www.maplytics.com on June 21, 2024.