Field Service Digitization for a European Manufacturer
Solzet digitized field service for a European industrial equipment manufacturer whose 50+ technicians had been dispatched with spreadsheets and phone calls. Over 4 months, a team of 3 senior consultants implemented Dynamics 365 Field Service with 3,000+ customer assets modeled in Dataverse, work orders generated automatically from maintenance schedules, Resource Scheduling Optimization, a mobile canvas app for technicians, a custom PCF Gantt view for dispatchers, ERP integration for spare parts, and Power BI dashboards. Equipment downtime at customer sites fell by 35%, technician utilization rose from 62% to 81%, SLA compliance rose from 74% to 93%, and dispatch scheduling time fell by 70%.
What problem did the client need to solve?
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.
What did Solzet build?
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.
What results did the project deliver?
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%
Which industry solutions does this project belong to?
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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What do buyers ask about this project?
What did Dynamics 365 Field Service replace at the manufacturer?
Work orders were managed with spreadsheets and phone calls, the dispatch team had no visibility of technician availability or location, and preventive maintenance schedules were tracked by hand. That led to inefficient scheduling, missed SLA deadlines, missed service intervals, and unexpected equipment failures at customer sites.
How were preventive maintenance work orders automated?
More than 3,000 pieces of customer equipment were modeled in Dataverse with serial numbers, warranty information, and maintenance schedules. Power Automate flows generate work orders from those schedules automatically, and preventive maintenance compliance reached 98%, up from 67% with manual tracking.
What did technicians use in the field?
A mobile Power Apps canvas app. Technicians receive assignments, log travel and work time, capture photos, record measurements, and collect customer signatures in it. Dispatchers plan their work on a custom PCF Gantt chart view of technician schedules, with Resource Scheduling Optimization matching technicians to work orders by skills, location, and availability.
Did the project include an ERP implementation?
No. Solzet integrated Dynamics 365 Field Service with the manufacturer's existing ERP for spare parts availability and automated parts ordering. Solzet does not deliver ERP implementations, Dynamics 365 Finance, Supply Chain Management, or Business Central; our work is Customer Engagement, Field Service, and the Power Platform around it.
How long did the implementation take and how large was the team?
The Field Service implementation took 4 months and was delivered by 3 senior Solzet consultants, covering asset modeling, scheduling, the technician mobile app, the dispatch board control, the ERP integration, and the Power BI dashboards for SLA compliance, first-time-fix rates, and equipment reliability.
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