Dynamics 365 and Remote Assist collaboration: case study

Organizations face many different challenges to digitally empower their service technicians nowadays due to the complexity of machines and systems in these organizations. Training employees on complex tasks reducing time to fix and maintain equipment is no longer a piece of cake.

Moreover, considering the difficulty & length of training, as well as updates are needed to be made throughout large groups of users in an organization’s warehouse about safety procedures in new equipment, employees` wellbeing may be endangered.

Hence, when we think about the multiple data systems involved in many service or manufacturing organizations, we need the ability to integrate relevant data into our existing workflows. 

Many data systems involved in organizations’ services or manufacturing organizations should be able to integrate seamlessly with existing workflows. And that’s where D365 Remote Assist is handy. Leveraging the tool, we can reduce the turnover of contractors or employees and produce a highly skilled labor force.

Remote Assist empowers you with the ability to manage and integrate data into existing workflows using holographic layout tools instead of CAD drawings or manually written documentation, which does not give the visual learner the details that they may need.

Let’s look at some news cases of using D365 Remote Assist with Finance and Operations.

Commerce – Contactless Shopping Service

For this particular case, we would utilize Remote Assist to collaborate with the service technician for customer service resolving purchasing matters. This might be useful if you have a high turnover rate when selling complex items and personnel is not as skilled or does not have detailed answers to some of the questions that your customers may come up with.

Let’s say a customer has called to report a problem regarding his/her device or piece of equipment. Assuming you have Remote Assist – the customer could quickly get in touch with someone from your team who has knowledge and expertise to resolve the matter. As a consequence, customer experience is improved while the turnover rate is decreased.

Internal Quality/Production Outage

In manufacturing or warehouse environment there are situations where we want or need to collaborate with the personnel remotely. For instance, we might use Remote Assist to get in touch with the engineer who designed and installed specific equipment and is not in the facility and can’t help.

Remote Assist supercharges safety managers and officers to monitor and adjust safety procedures in a warehouse. And, by using Remote Assist, we can kind of see what’s going on and what’s happening in real-time, training those new users on the equipment so they are familiar with how to run a particular production or quality process.

Finally, for better internal quality and production outage, Remote Assist can be leveraged to onboard new generation of employees – which is a time-consuming process. Transferring knowledge from an aging workforce is not super easy, as they may not have time/documentation resources to effectively train those employees.

Field Service/Asset Management

Last but not least is related to field service and asset management type organizations. The tool may be handy if you have agents out in the field on customer service, or out in a warehouse, with a need to talk to someone from the office – the one who designed or sold a particular deal.

We can also integrate with IoT data and devices. Hence, if you’ve got data flowing in from those devices, you can pull that data and make it available in D365 Remote Assist. As the next step, that data can be integrated into existing workflows and business processes.