Business requirements
Fast Water Heater Company is the largest service provider for water heater installation, repair, and service in Washington, Oregon and California. The company was dealing with multiple technology systems to manage the business operations and was looking for a partner who could Implementation and drive adoption for Fast Water of proposed Dynamics 365 Suite (Dynamics 365 for Sales, Field Service, and Customer Service) solutions to help improve upon quality of business processes, service delivery, and customer experience to achieve business goal. The requirement was sub-divided as below
:
Work Order management
- Reduce number of systems-utilizing multiple workloads/ capabilities from one system
- Optimize processes/service delivery operations
- Ensure the display of real-time data from & in all the relevant applications
- Standard customer relationship management process to manage and validate customer requests from all sources / channels
- Gain complete visibility into sales performance
- Streamline inventory management to get clear view into stock and costs
- Quick insights/Reporting into business performance and trends by having dashboard and on-demand reports
Solution
Provided Dynamics 365 as a digital platform that would help FAST Water Heater deal with the current existing challenges of Working in silos, multiple technologies and systems to run business operations resulting in field operations remaining disconnected from the service desk and other decision makers to a unified platform.
:
:
- Dispatch Optimization: Optimize resource scheduling and dispatch through route optimization and intelligent suggestions. Ease of scheduling and reshuffling of Job and locations right from the schedule board interface with one click option reducing the dispatch time and improving overall efficiency
- Inventory management: Development/customization Inventory module inside Field services helping management of Products, Inventory records, Cycle counts, Purchase orders, Purchase Receipts, PO Bills etc.
- Automation: Automated Work Order lifecycle to manage the transition from Open to closed state.
- Mobile Enablement: Mobile app allowing field technicians to stay updated on job schedules, location, job work and cross-team collaboration to provide best services to customer.
- Mobile Payments: Payments collection on the fly through Field Service mobile integration with OMNI Payment and HD Connect channel
- Document managements: Sharepoint based document management for all business operations to capture important pictures and documents required for job execution
- QuickBooks Integration: Invoices and payments synchronization between Dynamics and QuickBooks to save manual process of excel import into QB for latest dataset.
- Adobe Sign Integration: To capture customer signatures on agreement documents as per legal and operational requirements.
Outcome and Benefits
Post implementation client had got benefits as
:
Leads Management
- Integration with Iconx (HD Connect) and Fast website to get the leads in order
- Role based Lead pick up permission to manage the leads execution
- Auto suggestions for Permits based on master combination to save hassle of selection of wrong permits for Jobs
- Address validation to avoid any mismatch and bogus address
Opportunity management
- Leads conversion into opportunity to manage records in detail.
- Linking with available customer data to detect potential duplicates and previous installs
Quotes management
- Integration of quote preparation checklist to streamline the job requirement and quote building
- Add Service Power Apps to include the different technical evaluation categories and associated evaluation steps required to proceed for correct quote ensuring higher productivity, less error rate, reports for evaluation done.
Scheduling and Resource Management
- Dispatch team got route optimization with suggestions based on Field Technician location, Job requirements (Skills and Certifications required), Time promised to avoid any mismatch of resources sent on job.
- Easy switching of Field Techs in case of any no-show of techs.
- Full tracking of resources via Geolocation as and when they arrived and left from job location.
Mobility
- Customized Dynamics 365 Field service mobile app for field techs to execute jobs, performing job evaluation, capturing signatures, photos etc. Document upload and download for the related jobs.
- Field mobile interface online and offline capability helped improved jobs execution in areas where network was weak, and details were populated later in day or two.
- Payment enablement inside Field Service mobile app helped track all job-related transactions and subsequent accounts update in QuickBooks
- Capturing picture and customer signature on the go with mobile app
QuickBooks Management
- Data synchronization between QB and Dynamics 365 to match invoices based on Territory, Partner, Tax codes etc.
