Transformed service delivery for a leading U.S. water heating manufacturer
Integrated Dynamics 365 solution based on Service Oriented Architecture (SOA).
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Outdated systems were expensive to maintain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
Integrating with on-premise accounting for payments.
Implementing a signature solution like Adobe Sign with custom rules based on job types and clients.
Developing an offline system for field technicians for inspections and job progress tracking
Transition of the homegrown system to CRM system
Approach
Integration with ICONX to get frequent lead in CRM (refresh frequency 2 mins)
Dynamics 365 Sales implementation for business specific scenarios
PowerApps for field technicians which integrated with workorders, schedules and execution at site
Payment integration to automate the invoice creation in CRM
Automated posting of invoice to ERP for AR automation
Engagement coverage and highlights
Lead management
Opportunity management
Booking management
Quote management
Order management
Work order management
Resource management
Approval workflows and escalations
Integration with payment gateway
Integration with company website, ICONX, payment gateway, ERP, Adobe Sign
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
