Case Study on Field Service Management

About The Customer

This global, multi-disciplinary service provider that primarily serves the energy sector, including onshore and offshore oil and gas, petrochemical, infrastructure, defence, and general industry.

Their services range from maintenance, electrical instrumentation, and fabrication to decontamination, waste management, and precision engineering.

They operate in key regions such as the Caspian, Middle East, and the UK, offering specialised solutions tailored to each market’s needs. The company supports its clients through subsidiaries and joint ventures globally.

The Challenges

The company faced significant challenges in managing and integrating data between their Field Service System and Business Central ERP. Some of the key hurdles included:

• Data Discrepancies: The existing business data within their Field Service System lack proper organisation. Duplicate entries and incorrect formatting made achieving accurate and efficient job management challenging.
• Integration Issues: To update accounts, contacts, and job completions, a flawless flow between the Field Service System and Business Central was necessary. Without integration, they experienced delays in job scheduling and customer communication.
• Complex Business Process: The company required a thorough understanding of its existing business processes to create an integrated system that would work smoothly without disrupting its ongoing operations.

The Solution

Mercurius IT proposed and implemented a comprehensive solution to address the company’s challenges, focusing on the following key areas:

• Data Cleansing and Preparation: Mercurius IT conducted a data-cleansing process on the existing Field Service System’s SQL database to resolve unorganised data. This involved refining and de-duplicating data before importing it into Dynamics 365 Field Service System.
• Mapping and Integration: Mercurius IT mapped the cleansed data from the Field Service System to the new Dynamics 365 platform. This was done in both the development and live environments to ensure a smooth transition.
• Mobile App Configuration: The solution also included configuring a mobile app for the company’s drivers, allowing them to manage jobs efficiently from the field, improving job execution and customer service.
• Job Sheet Enhancements: Mercurius IT added an enhancement that allows drivers to print job sheets or send them to customers in PDF format directly from the system.
• User Training: A comprehensive training program was provided to ensure that their drivers and field service staff were fully equipped to use the new system effectively.

The Benefits

The implementation provided several immediate and long-term benefits for this global company:

• Improved Data Quality: The data cleansing process resulted in accurate, reliable data within the Field Service System, laying the foundation for improved integration with Business Central.
• Enhanced Operational Efficiency: Accurate data simplified job scheduling, execution, and customer communication, reducing delays and improving job completion times.
• Improved Job Documentation: The new job sheet enhancement allowed drivers to quickly send completed job sheets to customers, providing better transparency and service.
• Phase I Success, Phase II Planning: Phase I of the project was successfully completed, with the company now utilising the same customer database across the Field Service System and Business Central. Once jobs are completed, phase II is planned to further integrate customer creation and invoicing between the systems.

Conclusion

Mercurius IT’s solution for the company addressed their critical challenges, improving data accuracy, job execution efficiency, and customer communication.

The successful implementation of Phase I has set the stage for future integration phases, allowing the company to leverage improved connectivity between their Field Service System and Business Central, ultimately improving their overall operational performance.

Mercurius IT’s hands-on approach ensured that the company’s unique business processes were understood and supported, making them a reliable partner for future digital transformation efforts.

Contact us to discuss how we can help you enhance your field service operations and integrate your systems for maximum efficiency.