The implementation of Microsoft Dynamics 365 Field Service was completed in Eastern Technology

2020: Field Service Management Automation

System integrator and developer Navicon January 15, 2021 announced the automation of the management of the field service of Vostochnaya Technika based on the Microsoft Dynamics 365 platform and the Field Service solution. All service engineers received a single interface for work, in which you can quickly receive assigned orders and record their execution. In turn, managers can now track field staff online. Using the solution significantly increased the productivity of the entire service department of the company.

Vostochnaya Technika has a large service division that carries out equipment repair, component restoration and inspection, which allows you to predict the need to service Cat products in the future. Service works are carried out both in the service centers of Vostochny Technika and at customer sites. Previously, mechanics recorded work results in writing, after which documents went to service administrators who uploaded information to Microsoft Dynamics AX. In order to increase the transparency of field staff and relieve the workload associated with document management, Eastern Technology management decided to automate processes related to the management and planning of field forces.

All the active customer base, contracts and assets of Eastern Technology, as well as product information, were imported into the CRM system. As a result, employees of the company were able to do all the work for each one in one application.

After the pilot implementation, Navicon specialists made a number of improvements to the Field Service so that the solution fully meets the needs of Eastern Technology. In particular, the business process for working with work orders at the company differs from what is implemented in the standard version of Field Service. Therefore, the IT team turned off some of the mechanisms of the standard process and developed others. She also implemented two-way integration of the solution with Microsoft Dynamics AX.

After some time, in connection with plans to develop Eastern Technology, it was decided to transfer tools to the cloud. In just a month, the project team deployed Microsoft Dynamics CRM and Field Service in the cloud.

As a result, the service engineers of Vostochny Technika received a single interface for work. In the Field Service Mobile application installed on their work smartphones, they quickly receive the tasks assigned to them with all the necessary information, and after they are completed, they report the results of the work, and the data immediately goes to Microsoft Dynamics AX, where they can be found by service administrators.

{{Quote 'Quick access to all information from a mobile device, no need to work with paper reporting and, as a result, elimination of duplicated data entry - all this significantly increased the productivity of our field employees. Also, the solution turned out to be very useful for their managers: now they get access to the results of work and various means of reporting in real time, "comments Roman Davydov, head of the information technology department of Vostochnaya Technika. }}

Previously, Microsoft Field Service was not introduced in Russia, so we had the task of adapting best practices to Russian business processes. In addition, the implementation took place remotely, since our IT team is located in Moscow, and the head office of Eastern Technology is in Novosibirsk. Despite these factors, we managed to implement an interesting and useful project for business thanks to the experience of our specialists in automating service processes, the help of Microsoft Field Service specialists, as well as active participation in the work of the Eastern Technology team, "said Sofya Totmakova, leader of CRM & RPA practice at Navicon.