Field Service Digitization for a European Manufacturer
The Challenge
A European industrial equipment manufacturer with 50+ field service technicians was managing work orders using spreadsheets and phone calls. The dispatch team had no visibility into technician availability or location, resulting in inefficient scheduling, missed SLA deadlines, and frequent customer complaints. Preventive maintenance schedules were tracked manually, leading to missed service intervals and unexpected equipment failures at customer sites. The company needed a digital field service management system that would optimize scheduling, enable mobile work order completion, and automate preventive maintenance.
The Solution
Solzet implemented Dynamics 365 Field Service with: customer asset modeling (3,000+ pieces of equipment with serial numbers, warranty information, and maintenance schedules in Dataverse); automated work order generation from maintenance schedules using Power Automate flows; resource scheduling optimization matching technicians to work orders based on skills, location, and availability; a mobile canvas app for technicians to receive assignments, log travel and work time, capture photos, record measurements, and collect customer signatures; custom PCF controls for a Gantt chart view of technician schedules on the dispatch board; integration with the company ERP for spare parts availability and automated parts ordering; and Power BI dashboards for SLA compliance, first-time-fix rates, and equipment reliability metrics.
Results & Outcomes
Equipment downtime at customer sites reduced by 35%
Technician utilization improved from 62% to 81%
SLA compliance improved from 74% to 93%
Preventive maintenance compliance reached 98% (from 67% manual tracking)
Dispatch scheduling time reduced by 70%
Industry: Dynamics 365 for Manufacturing Companies
Field service management, quality control workflows, production planning integrations, and supply chain dashboards built on Dynamics 365 and Power Platform.
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