Our Solution
At the core of our solution is Dynamics 365 Field Service. It offers complete field service functionality out-of-the-box but can also be customised to suite your specific business requirements. Field Service is also fully integrated with the Dynamics Sales and Customer Service apps providing a linear business process from quote to cash. We customised the Field Service app to simplify navigation and uncovered the payment receipt function that is hidden by default.
We used a MyCrmGroup’s Mapsimise mapping application to further increase scheduling efficiency allowing schedulers to build customer contact lists based on geographical proximity and service due date. This allows Gulp to plan efficient service routes.
We used Resco’s new Mobile 2.0 offering to give Gulp the offline functionality they needed. This enabled the field service team to update information even when they were in remote locations with no internet access.
We customised the Windows and NUACOM’s softphone so that the Gulp customer service team had click-to-dial functionality within Dynamics when executing outbound call campaigns. We also created workflows that automatically created customer service cases when calls were received to their voice mailbox.
And finally, we used Skyvia’s integration platform to feed account information from QuickBooks online to Dynamics 365 giving the service team real-time access to account health.
