![]() ![]() The salesperson assigned to the order also receives notifications as work orders are fulfilled.Īll information is then directly tied back into both CE and then routed to AX for invoicing. For example, when a load is assigned to a field technician, that person then receives a notification of a bill of waiting directly on their mobile device. This information is then routed directly back into the ERP system for invoicing when the work order is marked complete.Īs information is entered and saved in the work orders, reports with the data are automatically generated and sent to the appropriate individuals. The scheduler can identify the field technician for each load if there are subcontractors involved and any specific haul rate. ![]() In the same way, another field allows specific load information. Because the system ties directly to Dynamics AX, it automatically fills in client data fields with information from the ERP solution.Ī field for specific equipment was included that allowed field techs to auto-populate specific available equipment within the system, which was then tied to the work order. Within this form, they could easily identify delivery and pickup dates, customer information, type of product being delivered, and more. Using CE as their Power Apps framework, they built out a custom form to gather information required on their work orders. They considered Dynamics 365 Field Service but didn’t need such a robust solution so they worked with Stoneridge to build a Power App to help meet their needs. They also wanted to empower their field service technicians to utilize mobile devices to access customer, project, and work order information. Managers can review survey responses both on the Customer Voice dashboard and within Dynamics 365 Customer Engagement.Ī company that sells and rents equipment was looking for a solution to help them schedule field technicians and track the location of equipment. Once the customer completes the survey, that information is then automatically pushed back into CE and attached to the company record. From there, Power Automate is engaged and sends a survey from Customer Voice directly to the customer. Once the support case is closed, an email is automatically generated within CE that autogenerates details from the support request and notes entered by the support team member. That support request is automatically routed to Dynamics 365 Customer Engagement where a support team member has access to case information, historical data, and customer details. When a customer needs support, they email a support address or enter their request in the customer portal. They would like to gauge the level of customer satisfaction through a follow-up survey and track case close times. Support Case Survey AutomationĪ professional services organization provides customer support through a help desk service. Now let's take a deeper look into three use-case scenarios of businesses that are using the Power Platform.
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