Customer Overview
A leading scientific instrumentation company needed a modern field service management platform to support its growing service team. The organization wanted to connect field service, billing, inventory, service agreements, and reporting in one streamlined system.
Its field service engineers support instrument installations, preventive maintenance, and repairs across the country. As a result, field service plays a major role in customer satisfaction and day-to-day operations.
The Challenge
The company had outgrown its legacy Dynamics GP-based field service environment. Field engineers had limited access to real-time work order details and customer asset history while on-site. In addition, service agreement quoting was manual, and billing required duplicate data entry across systems.
The organization needed a better way to connect field service workflows, improve visibility, and support a busy service team. However, the new solution also needed to avoid major disruption to daily operations.
Key challenges included:
- Limited real-time access to work orders and customer asset history in the field
- Manual service agreement quoting and contract management
- Duplicate data entry between field service and Dynamics GP billing
- Limited inventory validation for lot-tracked parts before service calls
- Outdated Power BI reports that no longer matched current operations
The Solution
KTL Solutions helped the organization implement Microsoft Dynamics 365 Field Service using a phased approach. This allowed the team to build, review, and test the solution in structured sprints before go-live.
The implementation included accounts, cases, work orders, scheduling, inventory, business rules, notifications, dashboards, and security. In addition, KTL configured the platform to support service administrators, field supervisors, field engineers, and IT teams.
The final solution included customer asset management, work order lifecycle management, technician scheduling, service agreements, warranty tracking, role-based security, and automated workflows.
What KTL Delivered
Microsoft Dynamics 365 Field Service Implementation
KTL configured Dynamics 365 Field Service around the organization’s real-world service workflows. This included work orders, customer assets, scheduling, service agreements, warranties, notifications, dashboards, and security.
As a result, the service team gained a more connected way to manage field service activity from start to finish.
Dynamics GP Integration
KTL built a custom integration between Dynamics 365 Field Service and the company’s Dynamics GP ERP system. This integration allows work order invoices to flow into GP for billing.
It also keeps product and pricing data current. In addition, it helps ensure inventory transfers are reflected accurately across systems.
Service Agreement Quote Application
KTL developed a custom web application to simplify the service contract quoting process. With this tool, service contract managers can browse eligible instruments, calculate pricing, generate customer proposals, and push finalized agreements into Dynamics 365.
Because the process is now handled in one application, the team can reduce manual steps and limit duplicate entry.
Reporting and Inventory Enhancements
KTL rebuilt Power BIÂ reports using a Dynamics 365-connected data warehouse. This gives service managers access to more current reporting across work orders, agreements, technician activity, and customer accounts.
KTL also delivered lot inventory validation. This helps field engineers confirm parts availability before service calls are dispatched.
The Results
The organization now runs its field service operation on a single, connected platform. Field engineers, service administrators, and leadership have a shared view of work orders, customer assets, schedules, service agreements, and reporting.
Key outcomes include:
- Field engineers can access work orders, asset history, and service agreement details from the field
- Service agreement quoting is handled through one application
- Manual steps and duplicate data entry have been reduced
- Automated Dynamics GP invoice integration reduces billing rework
- Billing teams can move more quickly from completed work to posted invoice
- Lot inventory validation helps ensure technicians have the right parts before service calls
- Rebuilt Power BI dashboards provide current field service reporting
The Impact
By partnering with KTL Solutions, the organization replaced a disconnected legacy environment with a modern Dynamics 365 Field Service platform.
The project connected Dynamics 365 Field Service, Dynamics GP, Power Automate, Azure, Power BI, and custom application development. Together, these tools created a practical solution built around the customer’s actual field service workflows.
Today, the company has a stronger foundation for managing service delivery, improving visibility, reducing manual work, and supporting its field service teams as they continue to serve customers nationwide.