The system starts off with the ‘work-order creation process’ which is based on the contract rules and automatically creates work orders that are ready for the dispatcher to schedule with the customer. Once scheduled, the system automatically assigns the work orders to the most appropriate technician based on their skills, location and availability – no more Excel spreadsheets, Outlook Scheduled or paper tickets being past from hand-to-hand!

At any moment the dispatcher has visibility to the status of each technician (en route, on site, on break, etc.) and can change their schedule if needed. Once a change is made by the dispatcher, the technicians app is immediately updated and they can be rerouted as needed and the customers affected are notified.

Rather than using their outlook calendar, the technicians now refer to the app on their mobile devices where their daily routes are planned. They enter their arrival, work and completion times directly into their device. Tasks to be performed are checked in the app. Any additional tasks needed or notes are added as necessary. If a customer needs to change their appointment or a follow up is required, the technician makes those changes directly from the app and are automatically made on the dispatch board for the dispatcher to see. Once completed, the customer’s signature is captured and the  technician’s time on site recorded (including drive time) as well as any parts that were used for the job. That data is immediately available to the accounting team, and they can invoice the customer at any time without having to handle the paper tickets at the end of the day.

Dynamics 365 Field Service has fundamentally changed the way Well Water Connect manages their business. They are now much more efficient in their handling of their technicians schedules, customer communication and accounting processing. Their employee satisfaction and their customer experience have both improved.