The first implementation of Microsoft Dynamics 365 Field Service in Russia completed at Vostochnaya Tekhnika


			The first implementation of Microsoft Dynamics 365 Field Service in Russia completed at Vostochnaya Tekhnika			The first implementation of Microsoft Dynamics 365 Field Service in Russia completed at Vostochnaya Tekhnika

System integrator and developer - Navicon - has automated the field service management of Vostochnaya Tekhnika based on the Microsoft Dynamics 365 platform and Field Service solution. As a result, all service engineers received a single interface for work, in which you can quickly receive assigned orders and record their implementation. In turn, managers can now track the position of field employees online. Consequently, the use of the solution has significantly increased the productivity of the entire service department of the company.

Vostochnaya Tekhnika is the world’s largest dealer of Caterpillar, a manufacturer of construction, mining, quarrying equipment, and machines for road construction. The company operates in Western and Eastern Siberia, Yakutia, Magadan Region, Kamchatka Territory and Chukotka.

The company has a large service division that provides equipment repairs, component remanufacturing and inspections to predict future service requirements for Cat® products. Service work is carried out both in the service centres of Vostochnaya Tekhnika and at the clients' sites. Previously, mechanics recorded the work results in writing, after which the documents went to service administrators who loaded the information into Microsoft Dynamics AX. However, to increase the transparency of field employees’ work and relieve them of the workload associated with document flow, Vostochnaya Tekhnika decided to automate the processes related to managing field forces planning of their work.

The project was implemented by the system integrator Navicon. For implementation, the Microsoft Dynamics CRM platform was chosen, based on which the Field Service solution was deployed and configured. The entire active client base, contracts and assets of Vostochnaya Tekhnika, and information about the products were imported into the CRM system. Thanks to this, the company's employees could do all the work in one application.

After the pilot implementation, Navicon specialists made several improvements to Field Service to fully meet Vostochnaya Tekhnika’s needs. In particular, the business process for working with company orders is different from what is implemented in the standard version of Field Service. Therefore, the IT team turned off some of the mechanisms of the traditional process and developed new ones. Additionally, Navicon implemented a two-way integration of the new solution with Microsoft Dynamics AX.

After some time, in connection with the plans for the development of Vostochnaya Tekhnika, it was decided to transfer new tools to the cloud. In just one month, the project team deployed Microsoft Dynamics CRM and Field Service onto the cloud.

As a result, the service engineers of Vostochnaya Tekhnika received a single interface for work. In the Field Service Mobile application installed on their work smartphones, they quickly receive assigned tasks with all the necessary information. After they are completed, they report the work results, and the data immediately goes to Microsoft Dynamics AX, where service administrators can view them.

“Fast access to all information from a mobile device, no need to work with paper reports and, as a result, the elimination of duplicate data entry - all this has significantly increased the productivity of our field staff. The new solution also proved to be very useful for their managers: they now have access to work and various reporting tools in real-time."
Roman Davydov, head of the information technology department at Vostochnaya Tekhnika

“Previously, Microsoft Field Service was not implemented in Russia, so we were faced with the task of adapting best practices to Russian business processes. In addition, the implementation took place remotely since our IT team is located in Moscow, and the head office of Vostochnaya Tekhnika is in Novosibirsk. Despite these factors, we managed to implement an engaging and valuable project for business, thanks to the experience of our specialists in automating service processes, the help of Microsoft specialists in Field Service, and active participation in the work of the Vostochnaya Tekhnika team."
Sofya Totmakova, leader of CRM & RPA practice at Navicon

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