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

Dynamics 365 Field Service is a leading cloud-based field service management (FSM) solution, with over 200,000 organizations using it worldwid. Learn how it turn out to be a great solution for of the organizations.

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.

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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.

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