US water heater firm streamlines operations with Dynamics 365
Dive into how a leading US water heater company revamped their customer service and field technician operations. They achieved this by utilizing Microsoft Dynamics 365 and power platform, creating a more streamlined and efficient system.
Context
Outdated systems were expensive to maintain
Fragmented solutions hindering collaboration and real-time access to information
Frustrated employees burdened by manual processes and limited visibility
Customers experiencing downtime and slow service
Challenges
Limited visibility into customer interactions and service requests
Inefficiencies in field service scheduling and dispatching
Manual data entry causing delays in invoicing and financial reporting
Difficulties in tracking service technicians’ performance and customer satisfaction
Integration issues between customer management, field service operations, and financial systems
Solution
Implemented Dynamics 365 CRM to centralize customer data and interactions.
Deployed Dynamics 365 Field Service to optimize scheduling, dispatching, and resource management.
Developed PowerApps for field technicians integrated with field operations.
Conducted comprehensive training programs for user adoption across the organization.
Engagement coverage and highlights
Lead management
Opportunity management
Quote management
Order management
Work order management
Booking management
Resource management
Inventory management
Warehouse management
Vendor management
Approval workflows and escalations
Integration with company website
Integration with IConX
Integration with payment gateway
Integration with finance and accounting system – QuickBooks
Integration with Adobe Sign
Role-based access for sales, service technicians, customer support, and financial teams
Testimonial
“ The integration with ICONX has proven to be a game-changer, providing our technicians with real-time leads and route in our CRM system. ”
– Purchasing & Business Systems Manager
Timeline
Solution discovery & envisioning
5 weeks
Implementation
24 weeks
User adoption
4 weeks
Maintenance & updates, support
Dedicated support team
Outcome
15-20%+
Job completion rate (As per field performance report)
85-90%
Reduced manual work (As per system audit report)
70%
Infrastructure cost reduction (As per financial reports comparing infrastructure-related expenses)
<30 min
Lead response time (As per CRM performance report)
4
Territories covered (As per CRM configuration and coverage report)
