The Importance of Modernizing Field Service Operations

How to take your field service experience to the next level for your customers.

From servicing MRI machines and ventilators to servicing food delivery vehicles, the current situation brought about by COVID-19 is a stark reminder of how valuable effective field service is to your business.

The past year has certainly offered its challenges. It is through these challenges that many realized how important it is to have effective field service operations. From servicing MRI machines and ventilators to servicing food delivery vehicles, the current situation brought about by COVID-19 is a stark reminder of how valuable effective field service is to your business.

The ability to reliably offer high-quality service from your technicians whenever a customer’s equipment breaks down is crucial to businesses looking to improve their reputation among customers.

So how are leading businesses able to deliver speedy responses without compromising on efficiency? One clear indicator points towards the successful implementation of digital transformation for Field Service processes. Here are some benefits to implementing technology within your field service operations.

field service professional on laptop using microsoft dynamics 365

Automated Scheduling

Scheduling the dispatch of technicians is no simple task. Therefore, making use of a system that allows for automatic scheduling and dispatch is especially beneficial as it avoids common problems such as double-booking of dispatches. All the while, this also frees up the resource time spent on scheduling which could be invested elsewhere.

Technician Time Optimization

Your technicians’ time is also valuable. Therefore, optimizing a technician’s time in the field is an action that is well worth the investment. Utilizing tools that allow the technician to know all the relevant information needed before and during dispatch will allow for much faster resolution times, and an overall improvement in service quality.

Technician Matchmaking

Assure that technicians have the right parts and tools for a first-time fix— and that the best, closest technician for the job is dispatched. This can be easily achieved when key technician data such as location, tools and skills are all available to your system to generate automated matchmaking.

Customer Communication

Lastly, the ability to notify customers of potential performance issues and the estimated time of arrival for a field tech is also crucial when working towards a positive Field Service experience for your clients. Having a system that can act as a collaboration tool between your organization and your customers paves the way for many more clients satisfied with your service.


In conclusion, it has never been a better time to invest in digitally transforming your field service operations. While it is no simple task, your efforts in taking your field service operations to the next level will pave the way for your company’s evolution.

Exigy is a Microsoft Gold Partner, comprised of industry experts that have been implementing digital transformation projects for over 18 years. Our expertise in digital transformation has allowed us to lend a hand to the evolution of several companies utilizing field service processes.

Interested in learning more about how you can help your field service is able to achieve a successful digital transformation? Take part in our newest webinar titled “Digitally Transforming Field Service Processes” in collaboration with EY Malta!

Latest News

Leveling Up at Kick Off 2024

Explore the heart of innovation as Exigy hosts Kick Off 2024, themed “Leveling Up Our Journey.” Curious to find out more about what happened during this highly anticipated event? – read more now!

Read More »

Digitally Transform Your Business.

Are you ready to take your business to the next level? Contact our experts to learn more about how we can help you fulfil your business’ digital potential!

Other Recommended Articles

Field Service: Overcoming Industry Challenges with Dynamics 365

What does a business need to do to face these challenges while maintaining steady growth in the Field Service industry? Our experts discuss how this can be achieved by implementing a field service platform such as Microsoft Dynamics 365 Field Service.

Exigy Joins EY Engage 2023

Our team participated as exhibitors during this year's highly-anticipated EY Engage 2023. Here's what happened!
SME Conference discussing digital transformation

Exigy at SME National Forum

Our CEO Francois Grech was one of the panellists discussing digital transformation at the SME's National Forum hosted by the Malta Employer's Association.

Get in touch with us.

Have a support query, or looking to chat with us about how
we can help your business? We’d love to hear from you

Watch the Webinar.

A link to watch the recorded webinar will be sent to your email.

Download Resource

Ready for a demo?

Have any questions about your digital transformation journey? Our Inspired Minds are here to help!