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Service territories
Geographic partitioning of your field area, with postal-code mapping, travel-time matrices, and backup regions for peak times. Modeled in workshops with service leadership and dispatchers.
Microsoft Cloud · Microsoft Dynamics 365
As your Microsoft Dynamics 365 Field Service partner, we make sure the right technician with the right spare parts is at the customer site at the right time — trivial to say, hard to deliver. Dynamics 365 Field Service supplies the mechanics; we supply the configuration that actually relieves your field service.
30 days free
We set up the trial tenant in 48 hours, train your key users (2 hours), hold weekly office hours with the architect, and prototype your target use case. After 30 days you receive an architecture recommendation — you decide on adoption or shutdown.
Capabilities
Six functional areas that make the difference in daily field-service operations between ad-hoc dispatch and predictable service.
Schedule Board for manual dispatch with drag-and-drop, optional AI-driven dispatch via Resource Scheduling Optimization (RSO). Considers skills, availability, travel time, priority — distributes orders so the field-service day balances out.
Native iOS and Android app with offline mode. Technicians receive order, asset history, spare-parts inventory, customer contact — even without mobile network. Photo and signature capture, service report directly on site.
Asset telemetry via Azure IoT Hub automatically triggers service orders: threshold exceeded, wear indicator set — order is created, dispatch runs, technician sets off. Prerequisite: assets must be IoT-capable, which is often the hurdle in the mid-market.
Every service van is its own storage location. What's on the van is consumed during the order, automatically marked for reorder. Connection to the main ERP (e.g. Microsoft Dynamics 365 Business Central) for spare-parts orders.
Contract models with periodic maintenance plans (annual, semi-annual, by operating hours). The system generates orders in advance, knows the contract tier, triggers SLAs accordingly. Renewal and cancellation logic with lead time.
The service report becomes the billing basis: labor time, parts consumed, travel cost. Directly in the ERP as an invoice proposal. For maintenance contracts: automatic reconciliation with the contract scope.
Typical use cases
Three constellations from our practice — and the honest observation of when an industry-specific solution fits better.
Example: a printing-machine manufacturer with 1,200 installed assets, annual maintenance obligation, ad-hoc incident response. Maintenance contract model, asset hierarchies, IoT connection to print sensors — the order is created before the customer calls.
Example: a security-technology provider with 35 technicians across five service regions. Fire alarms, access, and video systems with different skills. Dispatch by skill match, travel-time optimization, mobile app with asset plans offline.
Example: a pump-system manufacturer with 22 service vans, 200 spare-part positions each. Inventory per van, automatic reorder proposal when below minimum, connection to the central ERP.
For highly industry-specific requirements such as elevator maintenance with complex standards inspections or energy systems with special test documentation, an industry solution with built-in templates is often better. We say so honestly in the discovery call when Field Service would be too generic.
Our approach
Five work packages we cleanly process in every Field Service project — adapted to your service structure and your technician roster.
Geographic partitioning of your field area, with postal-code mapping, travel-time matrices, and backup regions for peak times. Modeled in workshops with service leadership and dispatchers.
Skill matrix for your technicians: asset types, certifications, languages, safety training. Skill requirements are mapped to work-order types — dispatch automatically finds matching technicians.
Manual dispatch with the Schedule Board, optional Resource Scheduling Optimization (RSO) for AI-driven distribution. We configure constraints and optimization goals — and show your dispatcher how to manually override exceptions.
Configuration of the mobile app: which fields technicians see, which they can edit, offline sync, photo and signature components, service report templates. Test with real devices of your technicians.
Order lead time, first-time-fix rate, travel vs. work time, contract profitability, spare-parts consumption per order type. In Power BI, attached to Field Service — service leadership gets a real steering view.
License costs & configuration
Microsoft Dynamics 365 Field Service costs €91.00/user/month for full users (dispatchers, service managers, back-office). Technician licenses are included in the same price. Resource Scheduling Optimization (RSO) as AI dispatch is an add-on whose surcharge only really pays off from 50 orders per day. Source: microsoft.com/en-us/dynamics-365/products/field-service/pricing — as of May 2026.
What is often underestimated: mobile-app data volume for attachments, asset plans, and photo sync. With large asset databases, this can quickly become a bandwidth question. Our License Cost Calculator calculates license and add-on models transparently.
Pricing notice: Microsoft adjusts list prices regularly (currency adjustments, NCE updates, plan restructurings). Figures here are indicative values from May 2026. For current prices including arades CSP conditions, see the License Cost Calculator (licenses.arades.de) ↗ daily.
Configuration note from practice: Field Service only delivers its value when asset master data is maintained. A migration without clean asset hierarchies leads to unusable dispatch. We take the first weeks for master data — before we activate the Schedule Board.
Frequently asked questions
Standard setup for 15 technicians with dispatch and mobile app starts at €32,000 net. With IoT integration, maintenance contracts, service-van inventory management, and multi-tier dispatch, typical mid-market engagements range between €65,000 and €180,000. A more accurate estimate comes after the 30-min discovery call.
Lean implementation with dispatch and mobile app: 8–12 weeks. With maintenance contracts and resource skills: 14–20 weeks. With IoT integration and automatic asset triggering: 20–28 weeks. We recommend a pilot with one service region, then rollout — big-bang Field Service implementations almost always fail on master-data reality.
Yes. Asset master data, maintenance contracts, open orders, technician profiles, skills, and historical service reports we migrate via API or data export. We have migrated industry tools like SAP Field Service, ServiceMax, Salesforce Field Service Lightning, and self-developed FileMaker and Access solutions.
Asset maintenance in mechanical engineering and process technology, technical service for printing systems, HVAC, and elevators, spare-parts logistics with service-van inventory, security and fire-protection technology, IT on-site service. Generally: service models with planned maintenance, response to incidents, and spare-parts replacement.
Partly. Dispatch, mobile app, standard work-order types, and maintenance plans work out of the box. What usually requires configuration: resource-skill model, service territories, asset hierarchies, and inventory logic on service vans. Code-level customization is rarely needed.
Microsoft Dynamics 365 Customer Service delivers tickets that become field-service orders. Sales brings contracts and quoting. Business Central or another ERP supplies the spare-parts inventory. Microsoft Teams for internal escalation, Power BI for service dashboards. IoT integration runs via Azure IoT Hub, which translates asset telemetry into service orders.
Resource Scheduling Optimization (RSO) is an add-on that automatically distributes orders to technicians based on skills, availability, geographic proximity, and priority. Works well for larger dispatch plans from 50 orders per day. For smaller teams, manual dispatch with the Schedule Board is often enough — we advise honestly when RSO pays off.
60-min demo · concrete service scenario
Bring a typical maintenance or incident scenario. We'll show dispatch, mobile app, and service report in the tool — from your perspective, not from a slide-deck perspective.
Accompanying services
Engineering projects rarely stand alone — license logic, architecture clarification, quality gates, knowledge transfer, and follow-up operations usually run in parallel. Here are the most common accompanying services we add via Discovery Spike, sprint fixed price, or Application Care contracts.
Before · Architecture
Before implementation begins: tenant structure, data model, security concept, integration mapping. The result is an architecture document any engineering team can build on — including one other than us.
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Before · CSP
Which license bundles for which users, which add-on SKUs are required, where you are over- or under-licensed. Sourced as a Microsoft Licensing Partner — with the option to use CSP purely as control without margin maximization.
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During · Quality gate
An independent second opinion during a running implementation project — whether we run it ourselves or another partner does. CMMI-based quality gates, risk reviews, fixed price per gate.
During · Adoption
Not the classic two-day workshop that's forgotten a week later — but a dynamic learning program over 4–6 weeks with initial training, application phases, and follow-up sessions. Training matrix across roles and topics.
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After · Operations
After go-live: a predictable Application Care contract with a monthly flat fee, SLA-based. Includes releases, hotfixes, enhancements, tenant hardening — and continuous guidance rather than ticket-only response.
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After · Knowledge
When the original developers are gone, the predecessor partner is no longer reachable, or documentation is outdated — reverse engineering of the existing solution with a documented result: code map, data model, customization inventory.
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More on Microsoft CRM? Find the full overview of the Dynamics 365 CRM family in our Insights area — knowledge content, not a sales pitch. To the CRM knowledge area →
Strategy background · arades topic page
Why we consistently build all our apps and recommendations on a single data foundation — and when the isolated solution is still the better answer. 2,500 words on architecture, migration paths, and honest boundaries.
Read the topic page →