Microsoft’s Dynamics CRM 2016 gets a new update that brings with it a brand-new tool to help companies harness big data, analytics and tap the Internet of Things for to enhance their customer-service. The Spring 2016 Wave of Dynamics CRM added Connected Field Service, a new tool that would soon let companies use predictive maintenance via IoT devices.
Available as a preview in June, Connected Field Service is designed to monitor IoT-enabled devices for anomalies, generating alerts that trigger automated actions or service tickets and workflow according to service level agreements. The alerts would be prompted to service technicians with the right skills and the desired tools for the service requirement would be matched based on availability and proximity and routed to customer locations for preventive action.
“For many service-oriented businesses, this represents a truly revolutionary shift from more of a reactive break-fix posture to a model that is built on predictive service,” explained Param Kahlon, general manager of program management for Dynamics CRM.
With this update, Microsoft can now use the capabilities of its recent acquisitions FieldOne and Adxstudio, providing field service and portail solutions for community engagement. The company also plans to extend its service capabilities with the introduction of project service with investments in their intelligence capabilities.
In addition, Dynamics CRM has got a feature called Learning Path that offers guided navigation capabilities to help newbies catch up with the application swiftly. With personalized, context-sensitive and scenario-based tasks and sidebars, the idea is to walks users through the steps needed to complete a task.
Released in November, Dynamics CRM 2016 uses Azure Machine Learning to improve customer service and marketing initiatives. Microsoft has announced an online event for June 7 to further highlight the new capabilities of the tool.