Microsoft Dynamics 365 Field Service
iwow led the programme from vision to global rollout of a Microsoft Dynamics 365 Field Service platform, integrating tightly with Dynamics 365 Finance & Supply Chain Management across 20+ legal entities.
Global Field Service platform successfully rolled out across the full international organization.
Quantified savings from faster invoicing, reduced manual administration, fewer errors, and better field resource utilisation.
All service technicians and jobs visible in one place, across countries, time zones, and business units.
The client ran service operations on an ageing mix of Lime, Mobigo, and spreadsheets with limited integration to their new CERP platform. Service planners lacked a single view of technicians across countries. Time, expenses, and materials were captured in different systems, making invoicing slow and error-prone. Field technicians had no modern mobile tool with offline support.
iwow was engaged as an independent partner to shape the vision, roadmap, and business case for a global Field Service rollout on Microsoft Dynamics 365. The engagement covered the full lifecycle:
- Shaping the programme structure and business case
- Facilitating key design workshops for Customer Service and Field Service processes
- Supporting vendor negotiations and contract terms
- Providing ongoing vendor management — including escalation and commercial renegotiations when delivery deviated from plan
- Global rollout of Dynamics 365 Field Service to 20+ legal entities
- Single planning board for technicians and jobs across countries, time zones, and business units
- Mobile app with robust online/offline support for field technicians
- Automated flows transferring time, expenses, and materials to Finance & SCM for faster invoicing
- Efficiency gains in the tens of millions of SEK over the first years after go-live
- Stronger governance model and avoided significant cost overruns through proactive vendor management
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