Customer Overview

A leading scientific instrumentation company needed a more connected, modern platform to support its field service teams, streamline operations, and reduce manual work across service delivery, billing, inventory, and reporting.

With field service engineers supporting instrument installations, preventive maintenance, and repairs across the country, field service plays a critical role in how the organization serves its customers.

The Challenge

The company’s field service operation had outgrown its legacy Dynamics GP-based environment. Field engineers had limited access to real-time work order and customer asset information while on-site, service agreement quoting was highly manual, and billing required duplicate data entry between systems.

The organization needed a solution that could connect field service workflows, improve visibility, and support an active service team without disrupting day-to-day 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 processes
• Duplicate data entry between field service and Dynamics GP for billing
• Limited inventory validation for lot-tracked parts before service calls
• Legacy Power BI reporting that no longer reflected current operations

The Solution

KTL Solutions helped the organization implement Microsoft Dynamics 365 Field Service through a phased approach, building the solution across accounts, cases, work orders, scheduling, inventory, business rules, notifications, dashboards, and security.

By working through the implementation in structured sprints, stakeholders were able to review, validate, and get comfortable with the new system before go-live.

KTL configured Dynamics 365 Field Service to support service administrators, field supervisors, field engineers, and IT teams. The 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 the core Dynamics 365 Field Service platform around the organization’s real-world service workflows, including work orders, customer assets, scheduling, service agreements, warranties, notifications, and security.

Dynamics GP Integration

KTL built a custom integration between Dynamics 365 Field Service and the organization’s Dynamics GP ERP environment. This allows work order invoices to flow into GP for billing, keeps product and pricing data current, and helps ensure inventory transfers are reflected accurately.

Service Agreement Quote Application

KTL developed a custom web application to automate the service contract quoting process. Service contract managers can browse eligible instruments, calculate pricing, generate customer proposals, and push finalized agreements into Dynamics 365 directly from the application.

Reporting and Inventory Enhancements

KTL rebuilt Power BI reports using a Dynamics 365-connected data warehouse, giving service managers access to current reporting. KTL also delivered lot inventory validation, helping 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 that gives field engineers, service administrators, and leadership a shared view of work orders, customer assets, scheduling, service agreements, and reporting.

Key outcomes include:

• Field engineers can access work orders, asset history, and service agreement information from the field
• Service agreement quoting is now handled through a single application, reducing manual steps and duplicate entry
• Automated GP invoice integration reduces billing rework and shortens the time from completed work to posted invoice
• Lot inventory validation helps ensure technicians are dispatched with the right parts
• Rebuilt Power BI dashboards provide current reporting on work orders, agreements, technician activity, and customer accounts

The Impact

By partnering with KTL Solutions, the organization replaced a fragmented legacy environment with a modern, connected field service platform that supports how its teams operate today.

The project brought together Dynamics 365 Field Service, Dynamics GP integration, custom application development, Power Automate, Azure, and Power BI to create a practical solution built around the customer’s actual workflows.