A custom Dynamics 365 case management system to support the activities of a large-scale IT company.
Akita Intelligent Solutions partnered with a IT managed service provider to design and deploy a powerful Dynamics 365 case management solution that transformed the way its busy helpdesk operates and coordinates on-site support.
Scalable, connected support for high service demand
The company supports over 250 organisations across London and the South East, covering everything from routine maintenance to complex IT projects. To consistently deliver excellent customer service, it must keep precise records of every support request, track the specific IT infrastructure of each client, and ensure all this information is instantly accessible to engineers and helpdesk staff.
Beyond day-to-day troubleshooting, the operations team is also tasked with planning and scheduling proactive maintenance visits and project deployments, ensuring the right engineers with the right skill sets are available at the right time.
Previously, these requirements were managed in separate systems. This fragmented approach created inefficiencies, slowed down resolution times, and made it harder to see the bigger picture of overall customer experience. Very few products could offer an integrated solution straight out of the box.
To address these challenges, Akita Intelligent Solutions implemented a tailored Dynamics 365 Customer Service case management system, seamlessly integrated with Dynamics 365’s field scheduling functionality. The result was a unified platform for managing customer interactions, allocating resources, and delivering field services more efficiently.
Dynamics 365 Case Management System
Using Microsoft Dynamics 365 Customer Service as the foundation, we created a bespoke case management system designed to support the IT company's 24/7 helpdesk operations. Support requests can be logged through multiple channels—phone, email, or a dedicated customer portal—then prioritised and assigned to the most appropriate engineer by the helpdesk manager.
As engineers work on cases, the dynamics 365 case management system provides immediate access to the customer’s history of support requests, notes on their specific IT setup, and links to similar past issues for quick reference. This ensures engineers arrive equipped with the context they need to resolve problems faster and with greater accuracy.
The IT company also operates under strict SLAs, so real-time tracking is essential. All case data, including response and resolution times, is aggregated and displayed via a live Power BI report on a wall-mounted display. This gives the team an at-a-glance view of performance, while customers can check the progress of their tickets and review historical requests through Akita’s Customer Portal (built with Power Apps Portals).
Optimised Dynamics 365 Field Service
To complement the case management solution, we tailored Dynamics 365 Field Service to streamline engineer deployment. The system automatically prompts the operations team when a customer is due for proactive maintenance, helping them coordinate suitable dates directly through Outlook. Engineers are then assigned based on both availability and skill set—information stored within Dynamics 365. Schedules are synced with Microsoft Teams, so field staff have instant mobile access to their tasks and client details. 
Crucially, insights from the dynamics 365 case management system feed into these field visits. Using a custom Power App, engineers can review common issues experienced by a customer and investigate root causes during scheduled maintenance. This enables them to proactively prevent recurring problems, either by implementing permanent fixes or recommending system improvements.
The integration of Dynamics 365 Customer Service with Field Service has delivered a truly connected workflow—one that gives the IT company a complete overview of all customer interactions, both remote and on-site. With critical data in one place, the team can work smarter, deliver faster, and continually refine its service delivery to meet evolving customer expectations.
To explore how a Dynamics 365 case management and Field Service solution could transform your service operations, contact us today:
