CRM Implementation for a Leading Security System Management Company

Specialized in crafting security solutions tailored to specific needs, serving government, education, and more.

Overview

The company delivers integrated security systems tailored to the needs of each client. They integrates custom security solutions for a wide range of industries including government, education, commercial facilities, healthcare, airports, seaports, oil, gas, and energy.

Business Pain Points

  • The customer was using an outdated version of Ticketing system which did not allow extension of the application and integration with other applications.
  • With a sizeable Field Service Team, absence of a Field Service solution was impacting employee productivity as well as customer service matrices.
  • The customer lacked an application to track Resources, Inventory, Cases, Bookings, Parts Consumed and Time spent servicing each customer.

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Solution

  • The customer implemented Dynamics 365 Customer Engagement Application specifically the Field service module which allowed the organization to track Work Orders, Bookings, Inventory and Parts & Time consumed.
  • The solution enabled sending notifications to Technicians as well as to end Users on creation of Bookings as well as change in their Booking Status.
  • The Field Service Module was integrated with D365 Finance & Operations application using Dual Write for Invoice Generation and Time sheet entries.
  • Custom portal was implemented for end users to enable self service in terms of raising Service Requests and creating Bookings.

Benefits

  • The implemented solution led to significant improvement in productivity of Technicians by providing the Field Service application on Mobile devices in Online as well as Offline mode.
  • Availability of inventory from the ERP application on to their hand-held devices provided them a real time view of parts availability and hence more efficient customer service.
  • The Customer self-service portal allowed customers to add media and details about the installation/service issues thus leading to faster resolution.

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