Archives / 2018 / January
  • Time and Expense Management in Project Services Automation (PSA)

    In today’s fast-paced technologically advanced world, time and expense management is very crucial for enhancing productivity and profitability. Time and Expense Management is the process of recording and tracking hours worked and expenses incurred in relation to project(s). Time and expense management helps businesses monitor labor and material costs by providing tools for employees to track their work hours and expenses. While automated processes helps managers to approve reimbursement requests and reports to track and control labor costs.

    Time and Expense Management incorporates tightly with Projects, Accounts Payable and Receivable for proper billing of labor and materials according to customers.

    Benefits of Time and Expense Management:

    • Easy To use
      PSA provides resources with the ability to track time and expenses and approvals online, anytime, anywhere in the office or in the field.

    • 100% Business Transparency
      Businesses can save time on invoicing and be 100% transparent with clients by allowing time tracking to be distinguished by billable or non-billable hours.

    • Flexible and Configurable
      Fits the way your business works that meets your unique business processes.                                                                                               
    • Rapid Expense Management
      With Expense Management, all expenses are tracked and processed for Resource/Project Manager’s decision so as to approve or reject the expenses with proper explanation. Approved expenses are reimbursed with proper invoicing.

    • Accountability
      Provide real-time financial insights to customers and allow them to integrate on timely curative actions.

    • Compatibility
      Incorporate the submission of time sheets and expenses, approval, processing and collaboration through web, mobile apps and Office 365 for timely billing.
  • Resource Management in D365 Project Service Automation

    Resource Management is one prime capabilities of Project Service Automation (PSA) in Microsoft Dynamics 365. Resource management contains powerful and flexible features that provides visibility in to the resources based on the availability, cost and skill set which is utilized in to the project work and balances resource workloads across multiple projects by effective employee time and task allocation. With resource management you can assign the right people to the right projects. You can also track resource utilization and forecasting metrics. Managing your resources effectively is the best way to reduce costs across the organization and resource management in PSA does exactly the same.

    Resource management Capabilities:

    • Adding Generic Resources: Generic Resources are added in project templates when Project Managers do not yet know which resources will actually do the work. Generic resources can help indicate demand for resources in a specific role which helps in creating a project team members in the project.
    • Submit Resource Request: The Project managers can create the Project Team where they can select available resources and submit the request for approval of the resources.

        For instance the project manager requires 2 developers for a particular project. Under resource availability he will be able to view the Resource pool of developers and also view their availabilities.

        The project manager then submits the request for these resources by soft booking them on the project. After the request is submitted Resource manager get notified all the resource requests.

    • Book a Team Member: Project manager will find the suitable person for a project and select the resource and then uses BOOK option to add them to the project.
    • Maintain Bookings: After the project manager identifies the team for executing a project within a timeline, but realizes that some resources are not available for that particular timeline, he then uses maintain booking option to view the resources availability and picks up the suitable resources using find substitute option as alternate resources for the project.
  • Work Order Management in Field Services

    A Work Order Management in Field Service for Dynamics 365 tracks work orders that field staff use to identify tasks needed to be completed for customers.

    Work Order Management allows you to do following things:

    • It allows field team to manage, monitor, and automate any customer service requests.
    • It allows users to coordinate and schedule resources and activities.
    • It can be used to perform different types of work, such as installations, repairs, or preventive maintenance.

    Work orders optimize preventative maintenance on equipment and tools through real-time updates, tracking, monitoring and forecasting. A work order is usually created from a case or opportunity. It is then scheduled either manually or using the schedule assistant and then dispatched. Once the work is completed, it is reviewed and approved by a supervisor.

    Features of Work Order Management

    Multi-Channel sources

    • Phone support based service requests.
    • Alert notifications through inbound emails or text.
    • Remote monitoring systems and customized dashboards.
    • GPS onsite check-in/check-out
    • Mobile access to review work order status

    Contractor Status

    • Contractors participate in the entire work order life cycle and keep you completely informed on every work order.
    • Service Channel also alerts your contractors when they are lagging on their work.

    Monitor, Act and Dispatch on Customer Service Levels

    • Track service level agreements (SLA’s)
    • Instant access to service history, and asset configurations
    • Promptly dispatch the right contractor to get repairs done quickly.

    Mobile Access

    • Seamlessly integrate your CRM with your field engineers' mobile device using this app for iOS and Android.
    • It includes access to all client information, opportunities, accounts, service cases, workflow checklists.
    • Close calls, collect signatures, images and generate invoices.
  • Field Services Overview in Dynamics 365

    Field services increase customer satisfaction with intelligent scheduling, native mobile support and remote asset monitoring to help you get the job done right the first time.

    Field Service Management provides complete solution including service locations, customer assets, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics. Field Services increase productivity with seamless integration to Office 365, improve decision making with built-in intelligence, and extend your solution with add-on apps tailored to your business.

    Capabilities of Field services

    360° View of the Customer: Achieve complete organizational alignment with Sales, Marketing, Customer Service, and Field Service teams for customer records.

    Work Order Management: Generates work orders directly from a case, email or directly from your CRM that encloses all of the information you need to dispatch field agents to service locations.

    Optimized Scheduling: Organize people and equipment with flexible scheduling options with drag-and-drop schedule board that lets dispatchers assign resources based on skills, location, required parts, and work load using a list or map view.

    Service Contracts: CRM service contracts help you maintain warranties and maintenance plans across customers and entitlement information organization-wide.

    Resource management: Service managers have access to the Dynamics 365 field service scheduling board that lists all resource personnel. Also Configure resource information to allow Field Service to efficiently match the best field agent to a work order based on availability, proximity to service location, and required skills. 

    Inventory management: Manage inventory updates and stock history across locations, including warehouses, depots, and trucks. Provides real-time updates to ensure accurate inventory including the ability to reorder directly from Dynamics 365.

    Customer Engagement: Deliver an end-to-end customer-centric experience driven to increase the value of each customer engagement.  Field service companies can keep customers informed, make communication easier, and ensure they have positive interactions at every step of the service chain. Dynamics 365 helps to deliver self-service options to enhance the customer experience.

    Mobile app: Provides native mobile applications with real-time and offline data. The mobile app gives field techs quick and easy access to everything they need to execute a work order.  

    Customer billing: Completed work orders are turned into customer invoices for customer billing.

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