Dive into how a leading US water heater company revamped their customer service and field technician operations. They achieved this by utilizing Microsoft Dynamics 365 and power platform, creating a more streamlined and efficient system.

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    • Outdated systems were expensive to maintain 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

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

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.

“ 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

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

Timeline

investment
Solution discovery & Envisioning

Five weeks

integration
Implementation

24 weeks

management
User adoption

Four weeks

tablet
Maintenance & updates, support

Dedicated support team

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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