Client Overview
Our client is a globally recognized leader in water and wastewater treatment solutions. Committing to innovation and sustainability, they collaborate with utilities, industrial manufacturers, building operators, and communities to enhance water management practices. They aim to optimize and protect precious water resources through advanced treatment technologies and strategic partnerships.
Client Requirement
The client sought an advanced field service management solution to streamline operations for their water purification services team. They required a system that would allow real-time monitoring of water treatment assets while ensuring efficient resource management for technicians in the field.
Additionally, they needed a robust platform for scheduling automated or manual tasks to accommodate varying service demands. As part of their operational framework, the client also prioritized seamless communication between field technicians and customers, particularly through real-time updates and geo-location tracking.
The system had to support the creation of work orders for tasks such as machine installations and maintenance checks, while also incorporating regular updates on water quality metrics. A key focus was on the implementation of safety protocols before any servicing could begin, along with an alert system to notify relevant personnel of any service uncertainties or urgent issues.
Their primary requirements included:
- Real-Time Asset Management
- Flexible Scheduling
- Work Order Creation
- Water Quality Monitoring
- Customer Communication
- Service Alerts
- Safety Protocols
Challenges
Before implementing Microsoft Field Service, the client faced several challenges:
- Manual Data Entry: Field data was recorded offline, leading to time-consuming processes and a high margin for error.
- Lack of Visibility: Enlisted data and agreements were not accessible across the organization, leading to inefficiencies.
- Service Performance Tracking: Inability to effectively track service performance and issues with data synchronization.
- Field Work Order: Challenge for quick booking for services and maintenance.
- Resource Management: Difficulty in managing field service resources and tracking them on a map.
- SLA Management: There was no automated system in place to meet and track Service Level Agreements (SLAs), causing difficulties in maintaining service standards.
- Incident Handling: Difficulty in managing critical and sudden machine issues.
Approach
To overcome these challenges, we implemented Microsoft Field Service as the core solution, focusing not just on tool deployment but on tailoring the system to the client’s specific operational needs. First, we centralized customer and service management through CRM 365, giving the client a unified platform for managing interactions, service histories, and field activities. By integrating Azure, we ensured that all data storage and processes were scalable and secure, providing the flexibility needed for future growth.
Real-time data was a crucial element in optimizing field operations, so we implemented IoT-enabled devices for continuous asset monitoring, allowing technicians to receive live updates on machine statuses. Coupled with Power BI, the client was now able to access real-time analytics, transforming raw data into actionable insights, especially for tracking service performance and making data-driven decisions. This also supported predictive maintenance, reducing the risk of unexpected machine failures.
For scheduling and work order management, we introduced a combination of ASP.NET for seamless web application integration and Field Service MS App, which enabled technicians to handle tasks—from work order creation to resource allocation—through a single platform. Technicians could now access work orders, receive updates, and provide status reports in real time, even when working in remote areas, thanks to Woodford and Resco, which ensured offline functionality.
To ensure smooth operation across various departments, we integrated the platform with the client’s existing enterprise systems, including SAP/BW, for more streamlined inventory and financial management. For further customization of the Microsoft Dynamics 365 environment, we utilized XRM Toolbox and XRM Toolkit, allowing for tailored adjustments that fit the client’s unique requirements. This adaptability ensured that all services, from scheduling to incident handling, were aligned with the client’s specific operational framework.
Conclusion
The deployment of Microsoft Field Service transformed the client’s field operations, enabling them to manage their water treatment services more effectively. With real-time insights, automated processes, and improved resource management, the client could deliver superior service, improve efficiency and enhance customer satisfaction. Contact Stridely Solutions today to learn more…