1. Chief Experience Officer IT Decision Maker (or Business Analyst)
Battle Card: Field service capabilities for Microsoft Dynamics CRM
Microsoft Confidential
Overview
Field service capabilities for Microsoft Dynamics CRM delivers intelligent, world class field service, including scheduling, mobile and resource optimization while maximizing efficiency and minimizing costs. Field service capabilities helps extend the capabilities of our all-up service offering and applies them to field service operations – enabling organizations to take service directly to the customer anytime it cannot be managed by phone or other channels. We help companies move from a costly break-fix model to a proactive and predictive service model. With the inclusion of IoT and machine learning capabilities we are helping companies prepare for the service economy.
We deliver scheduling, mobile and resource utilization capabilities that set you apart by keeping the customer at the center of your business and allows you to run your business with ease and flexibility giving you a faster time to ROI. Field service capabilities with one Microsoft capabilities such as Cortana Analytics, Machine learning and the Internet of Things Suite opens up a world of possibilities that will enable companies to move from a costly break-fix model to a more efficient predictive service based model. 
Elevator Pitch
Value Proposition
Field service capabilities for Microsoft Dynamics CRM delivers intelligent, world class field service, including scheduling, mobile and resource optimization while maximizing efficiency and minimizing costs.
Smart scheduling
Dispatch technicians using optimized routes and skill-based assignments to intelligently balance workload and resources.
Mobile field enablement
Provide service technicians with complete customer insight, real-time guidance and cross-team collaboration.
Optimized resource utilization
Manage more work orders and resources with fewer dispatchers using innovations around cloud, big data and mobility.
Customer First
Increase brand loyalty and advocacy by providing standardized processes, reducing time to site and increasing customer visibility.
Connected Interactions
Provide your employees and technicians with seamless information, no matter where they are or what device used.
Empower Organizations
Give choice and flexibility to your customers by providing a reliable, scalable solution with integration options in an adaptive service environment.
Key Capabilities
Key
Benefits
Audience
Top Pain Points
Top KPI’s
Conversation Starters
Chief Experience Officer
(CXO)
Achieve customer satisfaction and loyalty goals
Employee engagement
Drive new revenue opportunities
Satisfaction and loyalty metrics: (CSAT, NPS, Churn, retention rate, # of customer complaints, customer lifetime value)
Employee Engagement: Employee Satisfaction
Growth metrics: Upsell/cross-sell %, Average Order value
Are you able to provide consistent, personalized customer service across your channels?
Can you easily identify upsell opportunities?
Are you measuring customer satisfaction for both the whole relationship, as well as each interaction?
Operations Managers
Exceeding customer expectations
Improve productivity, increase asset utilization and control costs - with less resources
Find new revenue opportunities, develop new income streams, and create innovative customer experiences
Efficiency and Call metrics: (First time fix rate, Average time to resolution. Cases per agent, Cost per call/case)
Customer Satisfaction metrics: (CSAT, time to site)
Financial metrics: (Cost to serve, Cost per interaction, Cost of Acquisition)
Agent performance metrics: (Agent satisfaction, error rate)
Do agents have the tools they need to collaborate within or across groups?
How many applications do your agents use at one time to handle a call/interaction?
How consistent are your techs with respect to following processes?
How well do your techs adapt to new processes?
IT Decision Maker (or Business Analyst)
Integrate legacy and modern systems
Hosted solutions and cloud based systems
Implementation and maintenance
Extensibility, customization and complex data integration
Value: TCO,
Reliability: SLA
Flexibility: Customization costs
Security: Certifications, compliance, Data residency
On average, how many applications do you use at one time for a call?
How easy is it for you to integrate and unify the systems you run?
How easily are you able to introduce change processes, configurations, workflows, etc?

2. Vs Oracle Service Cloud
Microsoft Confidential
Battle Card: Field service capabilities for Microsoft Dynamics CRM
What’s new in field service for Spring 2016
Characteristics & proficiency ratings
Proficiency and competency levels can be defined and set as requirements in any given work order, ensuring the right tech is scheduled for a particular job.
Detached schedule support
Creates the ability to support time allocation outside of a work order such as lunch or supply provisioning, eliminating empty work orders.
Shared resources across field & project service
Field and Project services share a resource pool, where the time scheduled for shared resources will be surfaced in each application for visibility.
Out-of-the-box business process
Tight integration and alignment between CRM incident management and work orders means there is a visual workflow, from case creation to completion of the work order.
Mobile enhancements
Drip scheduling enhances and declutters the user experience by displaying fewer upcoming work orders.
Challenges
73% of consumers say valuing their time is the most important thing a company can do to provide good service
65% of incoming service requests require field visits AND of those service visits,
26% require secondary or follow-up visits
Customers
Why Field service capabilities for Microsoft Dynamics CRM?
vs ServiceMax
Vs Oracle Service Cloud
Field Service: Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs.
Requires separate subscriptions from two vendors—Salesforce Service Cloud and ServiceMax to have complete view of trouble ticket and onsite deployment.
Oracle Field Service (TOA Technologies) is a separate subscription, product, and platform. It has connector to Oracle Service Cloud that could also work with other customer service solutions, such as Salesforce.
Flexible deployment: We can deploy on premise, on Microsoft’s CRM Online Cloud, Microsoft’s Azure Cloud, or in a hybrid architecture.
Cloud only deployment model using Salesforce proprietary platform.
Cloud only deployment.
Superior infrastructure: We are deployed on the Microsoft Cloud which offers a comprehensive SLA featuring 99.9% uptime or the customers own infrastructure
No SLA offered, customers must rely on Salesforce best efforts to maintain uptime and performance which is monitored at Salesforce Trust Website (trust.salesforce.com).
Separate SLAs for Service Cloud and TOA.
Native apps for all major mobile platforms: We provide native apps for IOS, Android and Windows
Provides a native app for IOS and Android devices with limited offline capabilities.
Separate mobile apps for customer service and field service.
Compete Snapshot as of 10/23/15

3. Field Service Comparison
Included
C Included with ClickSoftware Add-On
Not Available |
$ Additional Fees
Microsoft
Salesforce
Oracle (TOA)
Service Max
ClickSoftware
CRM Online Basic and Field Service
Spring 2016
Field Service Enterprise Edition Spring ’16
Price Per User / Per Month
$65
$135
$120
$165 (includes Salesforce platform subscription)
$60 for technicians
$15 per dispatcher
Mobile g
g ($)
Work Orders
Appointment Scheduling / Dispatch C
Smart Scheduling
Social Collaboration
Portals / Communities $
Automated Routing r
r C
Service Agreements
Inventory Management
Asset Management
Knowledge Management
Reporting / Dashboards
BI / Analytics
Single Vendor for CRM and FS