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Transforming customer and field service management operations with Dynamics 365 and Power Platform for a leading US water heating company

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  • Outdated systems were expensive to maintain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

Challenges

  • 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.

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

Testimonial

” 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

Timeline

Solution discovery & envisioning
5 weeks
Implementation
24 weeks
User adoption
4 Weeks
Maintenance & updates, support
Dedicated support team

Outcome

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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