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Empower Frontline Workers with Microsoft Dynamics 365 CRM, Teams, and Integrated Maps!


With 280 million daily active users in 2023, Microsoft Teams is among the top 3 best online collaboration apps. The smooth integration of Teams with Microsoft Office has been one of the pivotal reasons for its acceptance and success. In one of our previous blogs, we also highlighted how Teams is a catalyst in making One Microsoft Family with its wide integration with 600+ apps.

As a part of this mission, we also witnessed how Microsoft Teams collaborates with all the modules of Microsoft Dynamics 365 enhancing global communication across industries. We also talked about how easy document management becomes when you integrate Dynamics 365 and SharePoint with Teams. We checked how to map integration within Teams and Dynamics 365 unlocks more opportunities and possibilities of use. Let us take this understanding further and analyze how integrating them could be utilized to enhance the productivity of field service operations thereby establishing a work-life balance for them and increasing customer satisfaction, driving greater efficiency, and ensuring higher service effectiveness.

A Tale of Frontline Services

“Field service is the lifeline of any business that relies on equipment” – John Smith, CEO of Acme Corporation

Field service is a broad term that encompasses the processes of installing, maintaining, repairing, troubleshooting, and inspecting equipment and machinery. It is an essential part of any business that provides products or services that require on-site support.

Field service management is the process of organizing and optimizing the field service process. It involves tasks such as work order and schedule management, asset management, technician and customer management, and more. Efficient field service management is essential for businesses that want to provide timely and efficient service to their customers.

Revolutionizing service with Integrated Maps within Dynamics 365 CRM and Teams for Field Service Management

Teams meetings are often used to resolve complicated issues online in real-time if not to discuss them at length and in depth. Field Service tickets are many times critical and require immediate resolution. Can Teams be used to find solutions to on-field problems? Can integrated maps and Dynamics CRM, too, be utilized within Teams to define solutions? Let’s find out

The Use Case

FreezeMan Cold Storage group of companies had reported a malfunction in their cooling systems at two different locations. As the situation was extremely critical for them, they had gotten over a Teams call with their services providers, Shack and Co. Shack and Co. were avid Maplytics users and utilized all the magical features thoroughly.

Visualizing location-based data from CRM on a map

Maplytics is a 5-star rated advanced mapping and data visualization tool on Microsoft AppSource that provides seamless integration of maps with Microsoft Dynamics 365. It empowers users with detailed insights derived using location intelligence.

Shane and Jack from FreezeMan and Tom and Tulip from Shack and Co. were on the Teams call. Shane was overlooking the issue at the location near South Beach, Staten Island, and Jack was responsible for the location near Oakwood Beach, Staten Island.

Pre-planning client meetings and managing schedules

Using Auto Scheduling, client appointments can be planned for the field reps for days/weeks in advance by the Manager. Clients’ availability can be taken into consideration while scheduling.

Tom, following the South Beach location checked the schedule for the Field Reps for the day. He concluded that Chad, their senior Field Rep had been summoned to the location for a monthly cleanup appointment on that day.

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