Internet of Things (IoT) can bring unprecedented value to business – better risk management, reduction of operational costs and the development of new revenue streams. IoT has also a short payback period. For just 12 months, companies can already reap the benefits of intelligent devices.
But first, what is IoT?
IoT refers to devices, digital machines, and objects that can transfer data over a network. More recently, IoT is also being used on people and animals through implanted devices to monitor vital signs. Automobile companies are also using IoT for car sensors, alerting customers of low tire pressure by sending information over the internet to their devices.
Recently, Dynamics 365 released IoT for Field Service Management. With the Connected Field Service Add-on, companies can easily tap to the power of artificial intelligence to diagnose, automate work assignment and schedule, perform predictive maintenance, do real-time inventory and empower employees.
Here’s how.
Intelligent Diagnosis
Dynamics 365 harnesses IoT to identify and troubleshoot problems before it reaches the customer. Through its artificial intelligence backbone, it can pinpoint which areas needed the most attention by grouping related cases or topics that mostly impact key performance indicators (KPIs) and customer satisfaction.
Dynamics 365 does this through its built-in dashboards, configurable charts, and multiple visual representations. These dashboards can do intelligent diagnosis from massive amounts of data coming from various IoT devices. Leveraging the power of AI, Dynamics 365 can take advantage of both structured and unstructured data to derive a meaningful and context-based diagnosis.
Source: Microsoft
Automated Work Assignment & Scheduling
With IOT, Dynamics 365 also enable automatic creation of work orders, harnessing the power of robotic process automation. Through this AI, the application can automatically schedule and dispatch available technicians that match the exact need of the customer.
Dynamics 365 with IoT for Field Service Management also allows configuration of different task and incident types tailor fitting the application to match common types of jobs, required skills and effort needed.
Source: Medium
Scheduling is also easy because of rich calendar and map views enabling efficient visual management of activities. The map can even show where technicians are located, their units and their current bookings. Consequently, technicians can easily respond with their smartphones on their availability, leveraging the full power of IoT.
Source: Microsoft
Predictive Maintenance
Since Dynamics 365 for Field Service harnesses the power of cloud computing, it can efficiently process big data coming from various connected devices. This wealth of information can transform a business from reactive to predictive maintenance model.
Predictive maintenance allows companies to apply lean practices such as just-in-time (JIT). JIT eliminates waste of storage because of slow-moving inventory. This allows firms to invest in assets that bring more value to them.
Through machine learning, Dynamics 365 can also use predictive models to analyze, predict inventory and even identify irregularities coming from device sensors. Microsoft Azure Machine Learning Services (AML) has tools enabling even non-technical people to develop and manage machine learning models that can be easily linked to Dynamics 365 workflows.
Real-time Inventory
A real-time inventory can be a major differentiator against competitors. Imagine a point of sale (POS) system displaying an up-to-date list of assets from various branch, distribution centers, and even POS.
Dynamics 365 can provide not only real-time inventory from various devices but can even provide recommendations, suggest loyalty programs and offer flexible discounting types and styles.
Dynamics 365 with IOT can provide product recommendations of the closest retail store or distribution center. An inventory page can show on-hand products, reserved items, and pre-ordered inventories. This is even segregated per location and variants.
Source: Microsoft
Another good thing about Dynamics 365 is its ability to suggest loyalty programs using historical customer and retail store data. It can generate multiple types of rewards with various incentives relative to the customer’s shopping behavior per store. Reward points can also be created and even tied to loyalty cards. This even includes rules on how to earn points and its redemption.
Source: Microsoft
Dynamics 365 also cleverly manages product discounts. Through this, retail stores can manage price adjustments, identify optimal discount combinations and even specify which channels the discount applies.
Empower Employees
For employees to do their work efficiently, they need real-time information that is easily accessible. Customer profiles, reports and insights, updated schedules and access to troubleshooting tools are all valuable information that can make or break a service.
Source: Microsoft
Dynamics 365 with IoT can transform smartphones into productivity tools through a simple mobile application. Dynamics 365 mobile app for field service empowers technicians to access work orders and appointments in real time. Dispatchers can also easily assign the right people across various work orders in a matter of seconds due owing from its simple drag-and-drop function. The automated scheduling function also assures that experts with the right job skills and nearest location can participate.
Conclusion
IoT enables businesses to do better risk management, reduce operational costs and development of new revenue streams. Dynamics 365 is a software as a service offering of Microsoft that enable not only enterprises but also small to mid-sized firms leverage the power of IoT. Through the Field Service Management add-on, companies can easily tap to the power of artificial intelligence to diagnose, automate work assignment and schedule, perform predictive maintenance, do real-time inventory and empower employees.
