D365 Field Service integrated with F&O Implementation for a US Based Systems Integrator

Overview

The customer is a global systems integrator that works alongside a global network of partners and manufacturers to design, install and service security, fire alarm, life safety, audio-visual, and building automation solutions for enterprise customers.

Business Pain Points

• No real-time information regarding work orders to provide support.
• No application access over Mobile and other hand-held devices for Field Service Support technicians thus leading to lack of updates for Service Requests.
• Lack of segregation of duties for various Roles in the organization such as Field Service Administrators and Field Technicians.
• Lack of consolidation of financial matrices regarding revenue and pipeline.

Solution

• Implemented Field Service Module of Dynamics 365 CE integrated with Finance and Supply Chain Modules of D365 F&O.
• Enabled organization to capture end-to-end process flow including Customer Onboarding, Maintaining Product Catalogue, Creation and Action and Closure of Work Orders.
• Integration with other applications to capture Customer Profile & Time sheets etc. helped get a comprehensive view of the Business.

Modules:

• Microsoft Dynamics CRM
• Field Service
• Field marketing
• Sales & Marketing
• Customer care

Benefits

• Significant improvement in productivity for the Field Service workforce and real time tracking of Service Requests hence leading to an improvement in Customer experience and higher Customer Satisfaction.
• An integrated application to Track real time Inventory, Availability of Field Technicians and Requests requiring service enabling quicker action and better service Levels.
• Availability of Real time Service and Financial Information thus improving the various fiscal parameters.