✕

Dynamics 365 CE Client Success Story

Industrial Equipment Manufacturer Unifies & Transforms Global Field Service Operations

Meet with Us

Industry:

Discrete Manufacturing

Customer Profile:

Global industrial equipment manufacturer that designs and manufactures semiconductor and thin film process equipment for electronic devices.

Challenge:

Outdated and inefficient field service platform

Solution:

Dynamics 365 Field Service, Dynamics 365 Project Operations, Power Platform; Microsoft-SAP Connector, Strategic Services

Results:

Modernized field service operations; real-time scheduling and intelligent dispatching

At-a-Glance

Primary solutions from MCA Connect:

  • A seamless Microsoft ecosystem, connecting service, project, and customer management in one platform across 13 countries for greater visibility, collaboration, and efficiency
  • Centralized, real-time scheduling and dispatch for global field service teams
  • Skills and certification-based resource matching to ensure the right technician for every job
  • Better first-time fix rates, improved efficiency, clear communication between siloed teams, and more satisfied customers
  • Consistent processes and stakeholder alignment across time zones, languages, and regions 

The Business Challenge

Our customer, a global industrial equipment manufacturer that designs and manufactures semiconductor and thin film process equipment for electronic devices, was relying on a fragmented system for critical field service operations.

Dispatching and scheduling were managed with various homegrown tools, email, and spreadsheets, making it nearly impossible to coordinate a global workforce in real-time. Technicians were not consistently matched to jobs based on skills or certifications, which sometimes left specialized service requests under-resourced. Customer service and field service systems operated in silos, so cases and work orders were rarely connected effectively. And, with no centralized resource management, operators struggled to take time off without impacting coverage.

These gaps limited their ability to consistently meet service level agreements, resolve escalations quickly, and provide a seamless service experience to some of the largest chip manufacturers in the world.

They needed a modern, unified service platform that could increase effectiveness, optimize operations, and deploy in less than six months.

Specifically, the company required:

  • Centralized, real-time dispatch and scheduling with global visibility into technician availability, locations, and skill sets 
  • Integrated training and certification data, directly tied to resource allocation, ensuring the right technician is assigned to the right job every time 
  • Connected case management and field service workflows so customer issues and work orders are seamlessly linked and visible to all relevant teams 
  • Automated, bi-directional integration with the company’s existing SAP ERP to streamline billing, parts ordering, and data reconciliation without manual intervention 
  • Unified reporting and analytics to monitor SLA performance, turnaround times, and escalation trends across all regions 
  • A globally coordinated rollout strategy that accounted for time zones, language requirements, and regional process variations while maintaining consistent service standards 

The Integrated Solution

MCA Connect Strategic Services

The manufacturer partnered with MCA Connect’s Strategic Services team to kick off the engagement with a rapid, tailored consulting engagement to align strategy.

The MCA Connect team led the manufacturer in:

  • Assessing current operations across service dispatch, resource utilization, case management, and global coordination
  • Prioritizing opportunities to align leadership, dispatch teams, and field technicians on areas of fastest, highest impact — in the company’s case, scheduling, case integration, and global rollout logistics
  • Aligning on a concrete execution plan, including a financial-value modeling tied to P&L impact and a phased roadmap for smart, rapid implementation

A Unified Customer Experience

Our customer’s new service management ecosystem was built on an integrated suite of Microsoft solutions, unifying service, project, and customer workflows in one platform that scales globally across 13 countries and delivers powerful, built-in analytics and automations.

Key solutions included:

  • Dynamics 365 Field Service to centralize dispatch and scheduling, enabling real-time assignment of technicians based on skills, certifications, and availability, plus providing mobile access for technicians to view work orders, capture service notes, and update status from anywhere. 
  • Dynamics 365 Customer Service to link customer cases directly to field service work orders, giving support teams a comprehensive view of customer history, installed equipment, and open service issues. 
  • Dynamics 365 Project Operations to manage large, multi-phase service engagements such as equipment installations and upgrades, with clear visibility into budgets, timelines, and resources across teams. 
  • Power Platform to deliver custom dashboards for SLA tracking, escalations, and work order performance, plus low-code automation to streamline notifications, escalations, and approvals, as well as integrations with SAP and other systems. 

Microsoft-SAP Connector

Field service operations needed to integrate seamlessly with the company’s existing ERP, so MCA Connect implemented Microsoft’s SAP connector. This “SAP surround” approach allowed the manufacturer to keep its existing ERP investment while extending best-in-class service management capabilities from Dynamics 365.

The connector allowed:

  • Real-time, bi-directional data synchronization for key documents like work orders 
  • Elimination of duplicate data entry between teams 
  • Ability to categorize services, order parts, track deliveries, and report to SAP for billing without costly, complex customizations 
  • Faster, more accurate billing cycles and improved cash flow 
  • A single source of truth for service and finance operations 
C-suite executives using AI dashboards to guide strategic decisions

Results

With MCA Connect’s help,
the company achieved:

  • A seamless Microsoft ecosystem, connecting service, project, and customer management in one platform across 13 countries for greater visibility, collaboration, and efficiency
  • Centralized, real-time scheduling and dispatch for global field service teams
  • Skills and certification-based resource matching to ensure the right technician for every job
  • Better first-time fix rates, improved efficiency, clear communication between siloed teams, and more satisfied customers
  • Consistent processes and stakeholder alignment across time zones, languages, and regions

What’s Next?

With its unified Microsoft ecosystem in place, the company is positioned to build on its service transformation, further improving SLA performance, reducing downtime, and staying ahead of the curve when delivering exceptional service to customers worldwide.

About MCA Connect

MCA Connect modernizes supply chains end-to-end through transformative consulting, unified data for business insights, process optimization and automation, AI and advanced decision making, and business application implementation.

As Microsoft’s top manufacturing and distribution partner, we combine global reach, seasoned experts, leading-edge tech, and a focus on business strategy.

MCA Connect
MCA Connect
Powered by  GDPR Cookie Compliance
Privacy Overview

This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.