Microsoft Business Solutions for Field Service Management–Great Plains® is a total solution for organizational profitability and customer satisfaction. The combination of a complete field service solution with superior business management capabilities helps you manage all aspects of your operations.

Manage complex field service operations with higher levels of profitability and customer satisfaction. Nine powerful modules integrate essential accounting, distribution, and service processes to increase technician productivity, reduce overhead, and open up new revenue opportunities while focusing on what's important—your customer.

Within a single user interface, provide service managers, dispatchers, and technicians with the information they need. Service managers and dispatchers can view technician schedules at a glance through ManagerAssist. Dispatchers can balance workloads across available field resources by moving assignments and modifying dates and times for service. Service calls can be entered and tracked accurately using date and time-stamping functionality.

To learn more about the features of Great Plains® Field Service, choose a module below:

Contract Administration

Customization Tools

Depot Management

eReturns

eService Calls

eTech/TechAssist

Field Service

Preventive Maintenance

Returns Management

Service Call Management

TechAssist

Contract Administration
Contract Administration has the tools you need to effectively manage complex, multi-tiered contracts, quotations and warranties, putting you in a better position to maximize your service revenue. Tracking customer contracts, quotes and equipment histories becomes a point-and-click process. You’ll know everything you need to know about your customers when they call, instantly locating their equipment and service contract status and history.
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Customization Tools
With Microsoft Business Solutions Customization Tools, you not only have complete customization and integration control; you also have access to a suite of powerful industry-standard tools and technologies that millions of developers are already familiar with. Built on Microsoft technology, Microsoft Business Solutions–Great Plains® delivers the Modifier with VBA for customizations. For simple to complex integrations, eConnect, Integration Manager, Integration Assistant for Excel, and the Continuum products allow you to connect all parts of your business together.
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Depot Management
Depot Management provides a completely integrated, sophisticated scheduling, tracking and reporting solution for depot repair facilities to efficiently manage internal depot work through the repair process. This offering provides a fully integrated solution for managing financial, logistics, manufacturing, human resources and service management business functions.
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eReturns
eReturns allows you to provide your customers with a convenient, easy to use interface through which they can initiate and monitor the returns process. After logging into a secure website, your customers will be able to create new Return Materials Authorization (RMA) documents. The status of these open and historical RMA documents will be available through eReturns, keeping your customers informed of how the return process is progressing at all times. Using eReturns results in lower operating costs due to fewer calls from your customers into your call center to find this information and leads to increased customer satisfaction because your customers have access to all this information when it is convenient for them.
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eService Calls
eService Calls is a self-service tool customers can use to solve their own service problems. They can log service requests, check the repair status of a call, and enter their own meter readings via an Internet browser. You reduce the direct cost of operating your customer service center and simultaneously increase customer satisfaction.
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eTech
Utilizing an integrated solution such as Field Service can greatly increase the efficiency and effectiveness of your entire service operation. The ability to manage customer contracts, accurately track parts and labor usage, automatically generate preventive maintenance service tickets, create customer and vendor returns and manage internal depot repairs help to turn a former cost center into a true profit center. However, while many of these functions improve the operations of your field service office staff, they offer little to the remote field technician. The eTech module provides a solution that allows your remote technicians to enjoy the benefits of the Service Call Management system, even while operating in the field.
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Field Service
Manage complex field service operations with higher levels of profitability and customer satisfaction. Nine powerful modules integrate essential accounting, distribution, and service processes to increase technician productivity, reduce overhead, and open up new revenue opportunities while focusing on what's important: your customer.

Within a single user interface, provide service managers, dispatchers, and technicians with the information they need. Service managers and dispatchers can view technician schedules at a glance through ManagerAssist. Dispatchers can balance workloads across available field resources by moving assignments and modifying dates and times for service. Service calls can be entered and tracked accurately using date and time-stamping functionality.
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Preventive Maintenance
You need to use your resources efficiently to maximize revenue. Preventive Maintenance manages the details of your service agreements, ensuring you deliver on your contract obligations. Preventive Maintenance tracks and schedules preventive maintenance calls, ensuring the right parts, the right consumable supplies and the right technician are in the right place at the right time. The system can even provide directions.
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Returns Management
Returns Management brings order to the complicated returns process, streamlining the process for tracking and processing repairs and providing a central management point for parts returns. You’ll be able to support high-volume repairs and rapid turnaround, while creating levels of service tailored to individual customer needs.
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Service Call Management
Dispatching technicians is a high-pressure job, and your dispatchers shouldn’t have to make uninformed decisions about who to send, where and what to send with. Service Call Management helps you understand your company’s current field service situation. Effective tracking and reporting solutions help you plan better and solve customer problems more efficiently. With Service Call Management, the right technician gets assigned to the right job with the right parts, preventing wasted time and travel.
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TechAssist
TechAssist is like having another field service expert on your staff, helping technicians record and retrieve the information they need to do their jobs. With immediate access to customer and equipment information, technicians can make informed and educated decisions.
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