Microsoft empowers the customer experience with new Connected Field Service solution

As part of the general availability of the Spring 2016 Wave of Microsoft Dynamics CRM today, Microsoft is bringing the power of the Internet of Things (IoT) to customer service. With Connected Field Service, companies will be able to leverage the potential of predictive maintenance to drive better business outcomes, not only to the point of sale, but long after the initial purchase as well.

We already live in a world where, as consumers, we expect our purchases to be instantaneous: We have movies on demand, taxi rides on demand, and take-out in 30 minutes or less. Why shouldn’t business customers expect a service call that’s at least as responsive?

Just imagine this scenario: When your business begins connecting the devices and assets it already owns with IoT, it enables continuous monitoring for anomalies, which in turn generate alerts that trigger automated actions, or service tickets and workflow according to service level agreements. Availability and proximity of service technicians with the right skills and tools are then matched against the service requirement, and routed to customer locations to take preventive action.

Armed with this insight, service technicians can move to a predictive maintenance service model—preventing a mechanical failure on the tarmac, for example. Likewise, when alerted by a comment on social media, customer service agents can more intelligently engage customers and provide an experience that sets their company apart from the competition.

Microsoft will introduce its out-of-the-box field service capabilities in the Connected Field Service preview beginning June 7, 2016 at our Customer Driven event. For even more detail on how Microsoft integrates IoT, business analytics and business systems, visit this post by Jujhar Singh, general manager, Microsoft Dynamics CRM on our Official Microsoft blog.

To learn more about how IoT can transform customer engagement and your business, visit

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