Consumer Credit Behavioral and Data Analytics Firm

13 December 2021

The Client

The Client is a leading logistics services provider in Malaysia with offices across the country.

The Need

The client with its growing territorial setup was looking to implement a Dynamics 365 field services solution to manage the staff and field forces for optimal job assignments, ease of access and tracking, manage resource utility, and integrate with real-time data using Bing maps and reports using Power BI.

The Challenge

With a growing business, the client was eager to track their field workers and utility effectively. The client was looking to deliver the services proactively, manage the schedules intelligently, manage service requests, manage customer surveys using power automation, define the SLAs and manage customer assets, job assignments based on skill, and manage asset histories with contextual information on each job/ asset.

Additionally, the client needed a contextual skill-based job assignment workflow defined to manage resources automatically and allow the users to manage through PowerApps with ease.

Solution

Based on the client’s pain points, Star Knowledge proposed to deploy Dynamics 365 CRM, Business Central, and Dynamics 365 Field Services to help them manage their sales, orders, and field workers effectively.

We set up the Sales module with fields and flow required to manage the business process and activities around a logistics order management system and integrated it with the Business Central module to manage the orders, quotes, financials, and ledgers. The Business Central unit was integrated with Dynamics 365 Field Services to manage and track the orders and workers in real-time using Power Apps including delivery/ asset tracking, and automated delivery job assignments based on location and available resources.

The client was looking to gain customer surveys and feedback and integrate the response to be used for customer satisfaction and analysis.

The solution was integrated with third-party SDK for barcode scanners and wireless printers within the client’s office firewall networks.

The solution was integrated with PowerBI to provide engaging real-time analysis of the existing customer asset history, field worker utilization and optimization reports, customer sales, and orders.

Additionally, the client was also able to manage customer satisfaction and feedback and facilitated the optimal definition of service KPI and criteria.

Finally, the client was set up with Office 365 and Outlook with integrations to Dynamics 365 enabling accurate communication and increased utilization of the resources.

Results

• Increased sales and order management
• Increased resource utilization and optimization by nearly 40%
• Detailed reporting and customer lifetime journey updates help gain detailed customer pattern
• Ease of meeting customer expectations with real-time feedback
• Automated workflows for error-free ticketing and servicing mechanism
• Ease of business reporting and consolidation of accounts across different branches

Technology Used

• Office 365
• Dynamics 365 Business Central
• Dynamics 365 Field Services
• D 365 for Sales
• Power BI

Looking for similar Microsoft Dynamics 365 services? contact us, for your D365 needs.