The Total Economic Impact™ Of Microsoft Dynamics 365 For Field Service

Microsoft’s Dynamics 365 product line provides small businesses and enterprises with a blend of enterprise resource planning (ERP) and customer relationship management (CRM) solutions for a multitude of use cases across the organization, both internal and customer-facing.

Within this suite of solutions, Dynamics 365 for Field Service is a business application that facilitates the end-to-end process of carrying out work onsite at customer locations, including installations, maintenance, and repair jobs. Microsoft commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potentiall return on investment (ROI) enterprises may realize by deploying Dynamics 365 for Field Service.

The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Dynamics 365 for Field Service on their organizations. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed three customers with years of experience using Dynamics 365 for Field Service.

Prior to using the solution, these organizations took a bare-bones approach to field service operations, which often included the combined usage of several manual and custom-developed tools that were not specifically designed for field service. However, as these organizations continued to scale, it became evident they needed a more proactive approach that could enable existing resources to take their labor hours further.