Enterprise-class IT Solution Provider Streamlines Operations with Integrated Dynamics 365 CRM and Field Service

About the client

Our client is an enterprise-class solutions provider based in Fredericksburg, Texas, founded by Donald Weaver in 2006. With strong relationships with technology leaders like Dell EMC and Microsoft, the company specializes in IT strategies and security enhancements, aiming to minimize IT impact and maximize business value for organizations.


Client challenges

Our client had siloed legacy systems and was looking for an integrated cloud-based solution to prevent everyday operational disruptions. Their legacy systems had limited visibility across modules, making it difficult to track sales opportunities and manage orders due to disjointed data. Moreover, inefficient workflows wasted time and resources and hindered overall business performance.

Solution
  • Integrated system: Microsoft Dynamics CRM deployed on the cloud was integrated with their service solutions. Deployment of Power Connector for robust integration of D365 Sales (CRM) and Business Central (ERP) was done.
  • Service function migration: A customized ConnectWise Helpdesk system was migrated to D365 Field Service for adept Service function management.
  • Field Service customization: Customization of Field Service for Agreements, Work Orders, Time Entry, and Billing.
  • Credit-worthy integration: Integration with the D&B (Dun and Bradstreet) company to capture credit-worthy information before reaching out to prospective customers.
  • Systematic data analysis: Development of Heat Map reports, Sales opportunity dashboard, and Finance KPIs using Power BI for seamless data analysis.
Results at a glance
30% reduction in resolution times 25% increase in first-time fix rates 10% cost reduction
Benefits

The client’s CRM enhancement re-engineered workflows and integrated disparate systems, helping them achieve significant efficiency gains to save time and resources.  This enhanced connectivity between their CRM and ERP systems provided a holistic view of the business, empowering better decision-making.  Streamlined processes now enable improved tracking of sales opportunities and smoother order management.  The user-friendly interface further bolstered the system’s effectiveness, fostering increased user adoption and satisfaction.  Finally, integration with Dun and Bradstreet provided valuable data-driven insights for better risk assessment, solidifying the overall success of the system overhaul.

Technology

Dynamics 365 Sales, Dynamics 365 Business Central, Dynamics 365 Field Service, Power BI