September 9, 2021

Dynamics 365 Field Services for FAST Water Heater Company

Business requirement

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

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