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
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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
Timeline
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Solution discovery & Envisioning
Five Weeks
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Implementation
24 Weeks
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User adoption
Four Weeks
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Maintenance & updates, support
Dedicated Support Team
” 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
Featured technologies
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One of the largest water heating company in US
Integrated Dynamics 365 solution based on Service Oriented Architecture (SOA).
Context
- Outdated systems were expensive to maintainÂ
- 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
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Challenge(s)
- 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
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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.
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