What is Field Service?

The definition of Field Service has evolved and continues to change rapidly.

Nowadays, Field Service is largely known as the set of services performed to maintain company or client assets. Although this may be largely true, Field Officers are starting to be recognised in various unrelated industries. Some scenarios include Nurses performing healthcare duties in the community, Business Consultants visiting client sites and News Reporters on the go.

Real-time communication is critical

To successfully complete jobs, employees on the field, those in the office and asset owners (clients) must communicate in real-time. Mobile technology has been used for this purpose to give our companies a leading market advantage. Today, mobility has become centric to Field Service organisations.

Technology continues to evolve and companies continue to compete. Cloud computing is resulting in the technology market being flooded with web applications, IoT devices and Artificial Intelligence (AI) solutions. Software companies apply these tools to a subset of scenarios and claim that they can solve the modern challenges of our Field Service Organisations. Although this maybe partially true, an organisation would be very lucky to find a solution that can fit all needs. This is because every Field Service organisation is unique and require unique application of modern technology tools.

Your organisation is unique

The real value of implementing a Field Service solution lies in understanding the unique nature of our organisations. As Business Decision Makers and Field Service Managers, we don’t realise that the real value of a Field Service solution is not in the solutions we buy, but rather in the way we use and adopt these solutions. We should never go out asking: “What can your solution do for us?” instead we should be asking: “What can we do with your solution?”. We need to start thinking about the hidden characteristics of these Field Service solutions.

To help me uncover the hidden benefits of Field Service Solutions, I ask myself the following five questions:

Question ONE

How will my clients benefit from this solution?

I can have this solution cut my costs by half, increase my efficiency by 500% or become the most advanced organisation when it comes to technology. But if my clients can’t feel the benefit first, I consider it a useless advantage. Nowadays, companies are forced to become transparent. For me, this means less focus on revenue and more focus on client satisfaction, this will ultimately bring stability to my organisation.

Question TWO

Will my employees like using it?

Large portion of the value in using a Field Service Solution is actually hidden in the way my employees and my clients perceive and use the solution.

Implementing a Field Service Solution is an ongoing effort, so I must spend enough time to train, re-train and persuade my employees to use the solution. I must continue to research the trends in the market and collect feedback to improve my solution.

Question THREE

How will it give me a competitive advantage right now now?

Review my competitors. Seek counsel to research how other companies are using technology to their advantage. Finding this information out can help me find innovative ways to adopt the solution so that it becomes a competitive advantage to my organisation.


Question FOUR

How will it give me a competitive advantage in the future?

Solutions don’t have satisfy all my needs right now, but they must be able to satisfy all my immediate needs and future needs. An effective solution must be extendable, reliable and has low long-term maintenance costs.



In conclusion, it is important for your organisation to consider a number of factors when deciding to purchase Dynamics 365 for Field Service. It may seem easy to make a choice between the various vendors. For example, will I choose Dynamics 365 for Field Service or will I go for Salesforce Field Service?

To help you with this, business solutions professionals have put together a number of objective comparison resources. To learn more, contact us or book an appointment to speak to one of our consultants.

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