Glympse launches location status integration for Microsoft Dynamics 365 Field Service customer experiences

Microsoft is working with location-powered customer experience firm Glympse to add location status to a customer's view of field service appointments in Dynamics 365.

The new integration of Glympse En Route will allow firms using the Microsoft Dynamics 365 field service solution to provide data on a field technician's location, to the customer with an accurate view of the when that appointment will begin.

The benefit to the customer is a clear view of appointment status - both location and estimated time of arrival - that eases anxiety, improves transparency, and boosts satisfaction.

David Troll, senior vice president of Sales and Customer Operations, Glympse, notes that the benefits extend back to the field service team, as well.

"Customers demand better information to help them manage their busy schedules, including visual, interactive digital engagements that fit their mobile, on-demand lifestyles. Static, one-way alerts aren't enough anymore, and service providers cannot afford to roll trucks to customers who are not available," said Troll.

The integration package uses standard Field Service workflows to trigger Glympse En Route actions. The end-customers receive automated periodic notifications containing a unique web link. This link directs customers to a web-based experience to view the ETA and/or location of their service representative. As the appointment draws closer, the status is continually updated.

Beyond transmitting the field technician's location, Troll explained that En Route also uses location data from the field to provide performance metrics back to the organization's management team.

Glympse is a nine year old company. Early on ...