Dynamics 365
Dynamics 365 Field Service
Work orders, resource scheduling by skill and parts, asset service history, and a mobile app that works fully offline.
Construction & Field Services · Business Applications
Seventy-five hundred technicians, one service platform
A global building technologies and infrastructure business, Global. A regionally distributed ERP prevented economies of scale and global standardisation. Repeated visits — truck rolls — were driven by technicians arriving without the information or equipment the job needed.
The situation
What the organization was dealing with
A regionally distributed ERP prevented economies of scale and global standardisation. Repeated visits — truck rolls — were driven by technicians arriving without the information or equipment the job needed.
Field service economics reduce to one ratio: how often the technician resolves the job on the first visit. Every repeat visit — a truck roll — is a day of capacity spent twice and a customer told to wait again.
What was done
The work, and the part that was actually hard
Dynamics 365 Field Service was rolled out to connect field technicians, service coordinators and customers with shared data, and to assign work dynamically between staff and subcontractors.
Coordinating 7,500 employed technicians alongside 2,000 subcontractors is the genuinely difficult part. Dynamic assignment across both populations is what produces scalability, and it requires the subcontractor to be visible in the same scheduling model as the employee — which is a commercial and contractual question before it is a technical one.
Results
What was published
These are the figures exactly as reported in the source. Nothing has been rounded, extrapolated or restated.
Service technicians7,500
Subcontractors coordinated2,000
Buildings served1M+
What changed
- Technicians arriving fully briefed and correctly equipped, reducing repeat visits
- Work assigned dynamically across employed staff and subcontractors
- Customers given clear insight into service contract lifecycle and ticket status
- Global standardisation replacing a regionally distributed ERP
Platforms involved
What each product was doing here
What transfers
If you were to attempt this
The truck-roll metric is the right one for any service organization, and it is measurable from existing work order data before any project starts.
Where it usually gets harder than expected: Giving customers visibility of contract lifecycle and ticket status raises the bar permanently. Once customers can see the status, any gap in the data becomes their problem too.
How we would take it on
Our approach to Business Applications work
1
Shadow the real process
We sit with the people doing the work and watch what actually happens, including every workaround. Process documents and reality are rarely the same thing.
2
Design against your own data
We prototype and show you your own records in it, not a demo company, before anything is built.
3
Go live in a contained phase
By site, by practice group or by service line — with the group that wants it most going first, to a fixed price.
4
Measure against the baseline
We report against the numbers agreed at the start, including where the result fell short of the target.
Recognise the problem?
If any of the above describes your organization, tell us where it hurts most. We will tell you what the same platforms could realistically do in your environment, what we would measure, and whether we think it is worth doing at all.
Talk to our teamMore Business Applications storiesWe reply to every message within one business day.
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