May 24, 2024

Transforming field service operations with Dynamics 365 solutions

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Outdated systems were expensive to maintain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)

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