Comprehensive Automation for Customer and Field Service

The solution focuses on fully automating customer request lifecycle. The system automatically selects technicians with the required qualifications, builds optimal routes, reserves the necessary equipment, and tracks technicians' work in real time for both field service and regular maintenance.

Using the Microsoft ecosystem gives businesses a strategic advantage through deep integration with Microsoft 365 cloud services, analytics tools, and AI. The solution is easily scalable, allowing CRM (marketing or sales) modules to be added in the future. The entire implementation process has clear boundaries: a fixed budget, a clear schedule, and a transparent roadmap for further development.

Such automation is needed for service, engineering, and operating companies specializing in on-site customer service, particularly in the following areas:

• Energy
• Climate control equipment
• High-tech equipment
• Security systems and facility management
• Retail and banking
• Companies with extensive internal infrastructure that perform their own technical maintenance.

Additionally, companies that want to:

• Move away from manual request management in favor of a specialized solution for field service.
• Systematize and formalize processes.
• Quickly implement a powerful dispatching tool to optimize engineer routes, reduce incident response times, and minimize equipment downtime.
• Equip field personnel with a mobile app to access schedules, step-by-step instructions, and record spare parts used and working hours without the internet.
• Obtain a platform for further scaling.
• Implement the project with a transparent, optimal, and controllable budget, within the projected time frame, and using a proven implementation methodology.

Key benefits:

• Clear approach and implementation schedule, including preparatory work and work during implementation on the customer's side.
• Workspace for the project team and transparent rules for managing project work and communications; implementation based on SCRUM and Agile.
• Training for key users.
• Support for the initial data loading process.
• Acceptance testing and launch support
• Post-launch Hyper Care support
• Approval functionality — additional functionality that allows you to configure approval processes for transitioning between stages of the sales process or individual approval chains (e.g., contract text).
• Contract management – additional functionality that facilitates the controlled creation, signing, and subsequent management of contracts.

Check our whitepaper for a more detailed implementation route and the functionality we propose.

Why Choose OntargIT:

• Extensive Technical and Technological Experience: Our team has years of experience with Microsoft Dynamics 365 and Power Platform, but we are not limited to CRM solutions. We build complex systems that include various cases involving telephony, integration with related automation and data storage systems and services, such as Microsoft 365 Planner, SharePoint, Outlook, OneDrive, Azure Blob Storage, Data Lake, database servers, specialized customer systems in the cloud or on the local network, and client portals. Additionally, we are experienced in corporate implementations.
• Business Results: The solutions we have built using Dynamics 365 Customer Engagement applications (including Dynamics 365 Sales) and Power Platform are already helping our clients in finance, logistics, D2B and B2C sales, inquiry processing, and telephony by automating customer interaction operations and supply management.
• Practical Training: You get access to a personal test environment with an activated free Power Apps Developer Plan, so each participant can immediately apply their knowledge in practice.
• Universal yet Personalized Approach to Implementation: We offer both basic functionality and automated processes that simplify and accelerate automation, while also analyzing your needs and adapting the functionality to your requirements. The typical cost of this work is already included in the budget, and the implementation plan identifies the usual areas of functionality that require adaptation.