Modernizing Facility Services with Dynamics 365

The client provides property and outdoor maintenance services across the UK, combining innovative technology with tailored solutions. They specialize in winter gritting, grounds maintenance, and reactive works.

1. High Volume of Manual Work: Managing hundreds of daily service requests manually led to backlogs, lost tickets, and missed deadlines.
2. Fragmented Systems: Disjointed tools for contract management created departmental silos, causing communication gaps and compliance issues.
3. Inefficient Scheduling: Manual job scheduling was error-prone, resulting in missed appointments and wasted technician hours, with up to 40% of site visits being missed.
4. Lack of Visibility: Managers lacked real-time visibility into technician capacity and job status, making it difficult to allocate resources effectively.

We developed three dedicated and custom-tailored solutions on Microsoft Dynamics 365 Sales to address the client's core pain points. By leveraging the flexibility of Dynamics 365, we provided a cost-effective solution that avoided the need for the expensive, full-scale customer service module. Our approach delivered a transparent, integrated, and scalable platform that significantly improved operational efficiency.

The three solutions:

• Smart Ticketing System: A custom, integrated ticketing system within Dynamics 365 that manages service requests across multiple departments with their own categories, priorities, and SLAs.
• Centralized Contract Management: A solution that uses Dynamics 365 as a single source of truth for contract creation, renewal, and storage, eliminating departmental silos and enabling automated, professional contract generation.
• Intelligent Job Scheduling & Routing: A smart, Excel-based scheduling tool powered by Power Automate and Dynamics 365 that automates job assignment and optimizes travel routes.

• Automated Contract Generation: The system automatically generates professional, 25-30 page contracts, and uses DocuSign integration for secure digital signatures and automated storage.
• Built-in Validations: The scheduling tool included built-in validations that alerted managers to missing site details or team assignments, preventing costly mistakes.
• Optimized Routing: The system intelligently arranged site visits in order of proximity, reducing travel time and fuel costs.
• Scalable Architecture: Built on the flexible Microsoft Dynamics 365 platform, our solution is fully scalable to support the client's future growth.

• Accelerated Service Delivery (60% Faster): Service tickets that once took days to resolve are now closed 60% faster. This was accomplished with a custom ticketing system within Dynamics 365 that fully integrated client communications and automated SLA alerts, eliminating data silos and significantly improving client satisfaction.
• Streamlined Contract Workflow: The contract finalization cycle was dramatically reduced from one month to just 7–10 days. This was achieved by building a centralized contract management system in Dynamics 365, which eliminated manual drafting and enabled seamless collaboration, speeding up revenue realization and improving compliance.
• Million-Dollar Savings and Optimized Operations: The new intelligent, automated job scheduling system successfully reduced missed site visits to zero and operates reliably, saving the client an estimated £2 – 2.5 million annually. By providing a flexible, in-house solution, the client eliminated third-party costs, manual errors, and optimized technician routes, leading to improved efficiency and productivity.
• Enhanced Customer Experience: By providing faster, reliable services and timely updates at every stage, the client significantly enhanced customer satisfaction and strengthened their market position.