INSIGHT ARTICLE

Dynamics 365 Remote Assist: Mixed-reality collaboration made easy

Optimize technical skills with shared digital tools

SUMMARY

Microsoft Dynamics 365 Remote Assist adds mixed-reality tools to field service teams to connect remote and field technicians.

Mixed reality field service solutions are a grand slam as far as business applications go because they can help with three often-insurmountable challenges: finding enough talent, controlling costs and delivering on customer expectations. The key to orchestrating all the runs home, though, is in integration among field service systems and data, and back office systems and data.

Microsoft Dynamics 365 Remote Assist brings all of this to the plate. When used with the Dynamics Field Service solution, Remote Assist can:

  • Connect in-field technicians to more knowledgeable or specialized remote teammates using the Microsoft Office Teams application.
  • Create a shared window that can display from both sides, so the remote technician can see what’s in the field and post information from instruction manuals for the field technician to view.
  • Show augmented-reality arrows and other guides that can be manipulated and displayed in the window to show the on-site technician where to access the needed switch or component to fix the problem.
  • Provide options for using either the Microsoft Hololens headset or a standard mobile device screen.

Remote Assist puts a digital layer on top of physical assets and products that need to be serviced and repaired.  This layer makes it easier to distribute skills and knowledge throughout your field service organization. This capability means you won’t need as many highly skilled technicians, which helps control costs and optimize human skills and knowledge that can be hard to find.

Also, with hands-free field service and direct access to others, technicians can diagnose and fix problems faster and with more confidence. This is a win for customer satisfaction and loyalty, and, with more remote work happening, customers appreciate that fewer people need to enter their facilities.

Of course, simply having mixed reality capabilities does not guarantee a good customer experience. Seamless integration among systems and data is essential for proactive response and frictionless assignment and scheduling. Two things can help.

First, take advantage of Remote Assist as part of the Microsoft business technology ecosystem, such as Teams integration. Teams is a centralized collaboration space that is common across functions, so teams from one end of the customer field service experience to the other don’t have to use a separate tool to manage field service calls. This is something that other field service solutions often lack.

Second, consider partnering with a provider like RSM that not only is a gold certified Microsoft partner, but also has deep vertical knowledge and a tool chest of proprietary applications to accelerate time to benefits.

Mixed reality can take your field service operation to the next level while also helping to fill skills gaps, control cost and improve first-time fix rates. But to gain as much benefit as possible, it should be part of larger technology strategy that fits the unique goals and realities of your organization.

Why RSM?

RSM is a gold-certified Microsoft enterprise partner with decades of experience in industries such as retail, food and beverage, CPG, nonprofit, life sciences and industrials. We have more than 1,000 consultants with deep industry knowledge and access to proprietary applications that accelerate time-to-value for Microsoft solutions.  

You can trust RSM for lifetime support guided by a business-first mentality that combines Microsoft experience with broader services in management and technology consulting, risk advisory, tax, IT infrastructure, data/analytics and more.

Speak to an RSM Microsoft advisor today!

Thad Neal

Principal