Consultants With Over 16 Years of Experience

A company that sells and rents equipment was looking for a solution to help them schedule field technicians and track the location of equipment. They also wanted to empower their field service technicians to utilize mobile devices to access customer, project, and work order information. As current Dynamics AX users, the organization first considered implementing the Dynamics 365 Field Service solution, which fully integrates with other products in the Dynamics platform. However, they quickly learned the solution was priced higher than what their budget would allow based on their company size and number of field techs. Based on the business needs and requirements, they determined their solution could be scaled down from the full Field Service application within Dynamics as long as it included the following features: •Integration with their existing ERP system, Dynamics AX •Ability to build and modify work orders Scheduling and dispatching capabilities •Mobile application for field technicians with access to work orders and customer data Genesis 365 utilized Dynamics 365 Customer Engagement to build an XRM solution for the customer that would allow them to stay in budget and meet their business needs. Ability to schedule and dispatch A custom form was built within CE that matched the work order fields they used to gather information. Within this form, they could easily identify delivery and pickup dates, customer information, type of product being delivered, and more. Because the system ties directly to Dynamics AX, it automatically fills in client data fields with information from the ERP solution. A field for specific equipment was included that allowed field techs to auto-populate specific available equipment within the system, which was then tied to the work order. In the same way, another field allows specific load information. The scheduler can identify the field technician for each load if there are subcontractors involved and any specific haul rate. This information is then routed directly back into the ERP system for invoicing when the work order is marked complete. As information is entered and saved in the work orders, reports with the data are automatically generated and sent to the appropriate individuals. For example, when a load is assigned to a field technician, that person then receives a notification of a bill of waiting directly on their mobile device. The salesperson assigned to the order also receives notifications as work orders are fulfilled. Once the system was live, the company saw immediate benefits: •All departments had access to real-time data on work orders, customer identification and invoicing thanks to the integrated solution •The dispatching team had a reliable solution for effectively communicating projects with field technicians •Field techs could access job information directly on their mobile device no matter their location •Equipment warehouse personnel had sales and load information to prepare for pick up as soon as an order is sent. This sped up the process and eliminated the time field technicians had to wait for their order materials to be fulfilled in the warehouse This solution allows the entire company to be more productive and provide a better customer experience.

Corporate branding and operational compliance are key components of any organization. For enterprises operating in a franchise model, it’s even more critical that corporate offices regularly evaluating brand and operational compliance across markets, sites, and franchise owners. The corporate office for one national franchise was completing handwriting site inspections for their franchise locations and reporting their findings back, which required manual re-entry into their outdated system. They turned to Genesis 365 technologies to deploy a solution that would streamline their processes and make franchise site inspections quicker, easier, and more efficient. Genesis 365 Software recommended using Dynamics 365 Customer Engagement solutions, which would allow employees to be empowered to seamlessly capture field compliance data, track important franchisee information, and obtain a complete, 360-degree view of their partners – all in Dynamics 365, accessed from anywhere at any time. Faster Franchise Onboarding For this client, onboarding a new franchisee is a process that takes a minimum of six to eight months but can last up to a year. The corporate office faced mounting frustrations managing the onboarding process because it incorporated every department and internal communication process, and handoff points weren’t defined. Leaders felt they were alienating their franchisees with out-of-sync and conflicting communication coming from so many different contacts within the corporate organization. By implementing Dynamics 365 Customer Engagement, they were able to define their onboarding process and develop a central location for task management and process handoffs. Visibility Across Departments Now each department at the corporate level – accounting, legal, marketing, training, facilities, and purchasing – has access to dashboards that display percentages of completed tasks for individual franchisees. A standard business process flow is launched when a potential franchisee sends in an inquiry. A notification is automatically generated for the first department involved. As tasks are completed, they are marked in Customer Engagement, and a new notification is sent to the next department along with the tasks they need to complete before the process can move on to the next department. This ensures each department is aware of where every franchisee is in the onboarding process, what communication has been sent, and what steps remain to be completed. In the upcoming phase two of this project, the company plans on implementing a document management system that will integrate with the process flow and allow every document related to the onboarding to be stored on the franchisee’s account within Dynamics 365. Site Inspections and Facility Reviews Using mobile devices, site inspectors visit franchise sites and complete their inspection forms electronically. The custom form outlines requirements for branding, store layout, and other franchise mandates to facilitate measuring and reporting compliance alignment and violations. While on-site, the field operations team has access to historical data about the specific location. This allows the user to view any prior issues and ensure they have been addressed and are now in compliance. This specific franchise organization has a point system in place for compliance violations. Each item out of compliance results in a certain number of points being docked from the total score. Once that number reaches a certain level, a violation is issued. Violations hinder franchisees from attending certain corporate events, and attaining product discounts, and can prohibit them from developing new franchises in other national markets. Because the violations are such a serious issue, each site inspector is required to take photos of each item that is in, or out of, compliance. Those images can be tracked and accessed within Dynamics 365. Franchise Relocations Like the onboarding process, there are steps that need to take place when a franchisee would like to open or move to a new location. Additional dashboards and business process flows were created to guide each involved corporate department along with the required steps to approving or denying a new location. Additionally, both existing and new franchise sites were integrated into advanced mapping and site locator tools for both franchisees and end customers to leverage. Reporting With advanced reporting capabilities, the corporate home office is able to quickly compile and analyze data across sites, operators, and markets. Each department has instant access to critical, real-time information that drives process optimization and overall franchise quality. This allows the team to process franchise renewals faster, better understand underserved markets and plan for expansion, assess their projected sales, and much more. By implementing Dynamics 365, this national franchise corporation was able to streamline its processes, eliminate manual data re-entry, and gain better visibility into its franchisee data. Benefits included: •Elimination of manual processes •Consolidated communications •Task management •Process automation and workflows •Mobile capabilities •Advanced reporting

A company that sells and rents equipment was looking for a solution to help them schedule field technicians and track the location of equipment. They also wanted to empower their field service technicians to utilize mobile devices to access customer, project, and work order information. As current Dynamics AX users, the organization first considered implementing the Dynamics 365 Field Service solution, which fully integrates with other products in the Dynamics platform. However, they quickly learned the solution was priced higher than what their budget would allow based on their company size and number of field techs. Based on the business needs and requirements, they determined their solution could be scaled down from the full Field Service application within Dynamics as long as it included the following features: •Integration with their existing ERP system, Dynamics AX •Ability to build and modify work orders Scheduling and dispatching capabilities •Mobile application for field technicians with access to work orders and customer data Genesis 365 utilized Dynamics 365 Customer Engagement to build an XRM solution for the customer that would allow them to stay in budget and meet their business needs. Ability to schedule and dispatch A custom form was built within CE that matched the work order fields they used to gather information. Within this form, they could easily identify delivery and pickup dates, customer information, type of product being delivered, and more. Because the system ties directly to Dynamics AX, it automatically fills in client data fields with information from the ERP solution. A field for specific equipment was included that allowed field techs to auto-populate specific available equipment within the system, which was then tied to the work order. In the same way, another field allows specific load information. The scheduler can identify the field technician for each load if there are subcontractors involved and any specific haul rate. This information is then routed directly back into the ERP system for invoicing when the work order is marked complete. As information is entered and saved in the work orders, reports with the data are automatically generated and sent to the appropriate individuals. For example, when a load is assigned to a field technician, that person then receives a notification of a bill of waiting directly on their mobile device. The salesperson assigned to the order also receives notifications as work orders are fulfilled. Once the system was live, the company saw immediate benefits: •All departments had access to real-time data on work orders, customer identification and invoicing thanks to the integrated solution •The dispatching team had a reliable solution for effectively communicating projects with field technicians •Field techs could access job information directly on their mobile device no matter their location •Equipment warehouse personnel had sales and load information to prepare for pick up as soon as an order is sent. This sped up the process and eliminated the time field technicians had to wait for their order materials to be fulfilled in the warehouse This solution allows the entire company to be more productive and provide a better customer experience.