A New Era of Service Management to Enhance the Customer Experience

More than ever, companies of all shapes and sizes are prioritizing the customer experience to  keep customers around for the long term and continue to buy products and services in the future. Customers expect timely responses to their service requests, clear and concise service level agreements, and accurate and straightforward pricing for all of their after-purchase needs.

“ArcherPoint has a thorough understanding of our business. They guided us through until we felt comfortable running the system.”

Nissin Foods U.S.

All of that starts with a buttoned-up backend service management operation. But too often, businesses execute core functions like service contract management, warranty requests, and personnel dispatching with separate systems, processes, and workflows. The result is a fragmented and fractured operation that degrades the post-sale customer experience and negatively affects the company’s bottom line

Full-scale Synchronization with Dynamics 365 Business Central

Today’s customer expects more personalized, more convenient, and more cohesive multi-channel experiences. Microsoft Dynamics 365 Business Central helps unite service management activities to improve contract data management, enhance service dispatch accuracy, and accelerate response times that create a more efficient business and enables companies of all sizes to deliver a superior customer experience that improves customer acquisition, retention, and revenue capture. 

With Dynamics 365 Business Central and Dynamics NAV, service teams have the robust and integrated tools they need to rapidly generate accurate service contract quotes, automate contract renewal communications, and measure contract performance and profitability.

Dynamics 365 Business Central for Service Operations

Dynamics 365 Business Central makes it easy for service teams to manage customer service contracts, match service team members’ skills and availability to customer needs, and significantly reduce service management operating costs with integrated features.

Service item management

Record and manage all of your service items like contract information, component management, and BOM reference and warranty information in a single system. Apply deep-dive analysis to measure KPIs in real time or for any custom time frame for optimum visibility and insight.

Service order management

Capture post-sales issues entered by both contact center and repair shops in a single location for greater data accuracy, access, and service order responsiveness. Register and manage service and repair requests, services due, and service orders while actively tracking non-standard items like loaned equipment or one-off service orders for a comprehensive perspective of your service orders and requests history from one, intuitive dashboard. 

Service price management

Pricing is always a top customer concern and priority. Use Dynamics 365 Business Central to automatically set up, maintain, and monitor your service prices with group-based pricing. Set up price groups by criteria like service items, service tasks, or even by time period or customer segments. Automatically assign accurate, updated pricing to the service orders that match the service price group criteria or use a combination of fixed prices, minimum prices, or maximum prices to service price groups for a side-by-side comparison of service price group profitability.

Service Management screenshot on laptop and tablet