Transforming Service Operations for a Global Equipment Rental Provider with Dynamics 365 and Business Central 

Customer Overview

The customer is a global specialist in the rental of commercial refrigeration, cold rooms, catering equipment and temporary kitchen infrastructure for exhibitions, events and grocery retail. The organisation provides short term rentals as well as multiyear equipment as a service plans that include remote monitoring and fully managed planned and reactive maintenance. 

Mercurius IT is a Microsoft Dynamics 365 Solutions Partner that delivers ERP, CRM and application development from consultation and implementation to customisation and support. With more than two decades of experience and a global delivery model, we focus on faster, accountable delivery and long-term client relationships. 

Objective: Help the customer unify and modernise service operations across case logging, dispatch, field mobility, asset and compliance management, customer communications and finance on the Microsoft cloud, tightly integrated with Dynamics 365 Business Central. 

Business Challenges

Operational and Process Gaps 

• Disjointed and manual operations, with case logging, scheduling and subcontractor handling handled through spreadsheets and email, creating bottlenecks and inconsistencies. 

• No integrated service platform to oversee cases, work orders, engineer visits, asset tracking or parts management. Business Central usage was largely confined to finance and product data. 

Field and Customer Experience 

• Limited field enablement and visibility. Engineers lacked effective mobile tools and access to asset and service history, which led to incomplete updates and poor transparency. 

• Gaps in customer experience and feedback. There was no structured self-service, limited status visibility and ad hoc feedback mechanisms. 

Controls and Insight 

• Inadequate compliance and performance tracking. Safety documentation, RAMS, SLAs and reporting were disconnected, and KPIs were not available in real time and depended on manual data collation. 

The Solution

1) Centralised Case and Work Order Management

Dynamics 365 Customer Service and Dynamics 365 Field Service were implemented as the hub for case intake, SLA application, automatic creation of work orders and structured workflows from triage to resolution. 

2) Optimised Scheduling and Resource Allocation

A configurable Schedule Board was introduced with skills, location, availability and travel time constraints. This supports the dispatch of the right engineer with the right parts at the right time. 

3) Mobile Enablement for Engineers

The Field Service mobile app provides online and offline access to jobs, asset history, RAMS and inspection checklists, photo capture, digital proof of service, time and parts usage and customer sign‑off. 

4) Asset, Inventory and Compliance Management

Equipment and site assets are modelled with hierarchies and warranties. RAMS, safety and SLA artefacts are standardised. Compliance evidence is captured against work orders for auditable traceability. 

5) Integration with Dynamics 365 Business Central

Customers, items and products, resources, locations and warehouses and inventory levels are synchronised in both directions. Work orders post smoothly to finance for accurate, timely billing. 

6) Customer and Partner Experience

A secure, branded portal supports ticketing, self-service knowledge, order and status tracking and structured feedback. Automated notifications by email and SMS are sent at key milestones. 

7) Insight and Continuous Improvement

Dashboards provide real-time KPIs such as SLA performance, first-time fix rate, utilisation, backlog and mean time to resolution. Analytics drive planning, quality and continuous improvement.

Results and Benefits

• Improved efficiency as automation reduces manual effort in case logging, scheduling, subcontractor coordination and reporting. 
• Better resource utilisation through skill-based scheduling that improves first-time rate and reduces repeat visits. 
• Real‑time visibility through a centralised platform that shows live status on cases, work orders, assets and engineer activity for operations, management and customers. 
• Enhanced compliance because RAMS, safety forms and SLAs are enforced and tracked consistently with auditable evidence. 
• Superior customer experience with self-service options, proactive updates and timely communication through the portal and notifications. 
• Data driven decisions using real-time KPIs and analytics to support better planning, service quality and continuous improvement. 

Why Choose Mercurius IT?

• Proven Microsoft partner across ERP and CRM with sector specific accelerators and a track record of successful delivery. 
• Front to back Microsoft stack. Business Central for finance and operations integrated with Field Service for dispatch and mobile workforce. 
• Agile and accountable delivery that shortens implementation cycles while maintaining control and quality, supported by strong client retention. 
• Global reach with local care. UK based, with international delivery capability and post go live support, enhancements and advisory under one roof.