A Dynamics 365 solution for a national provider of pest management, hygiene and facilities support services
Akita worked with a rapidly expanding pest management organisation to implement Microsoft Dynamics 365 Field Service in a way that created a single platform for managing the journey from lead generation and quotation through to service delivery, reporting and ongoing customer engagement.
The solution automated key processes, improved collaboration between teams and provided a repeatable, scalable foundation for future growth.
The Challenge
The organisation relied on a combination of manual processes and disconnected operational systems to manage customer relationships, service delivery and field-based activities. As the business expanded, these processes became increasingly difficult to scale, creating unnecessary administration and reducing operational visibility.
One of the biggest operational challenges was ensuring a smooth handover between the sales and service teams: Once a customer quotation had been approved, a series of manual steps were required to establish service agreements, create work orders and schedule technicians. These delays slowed the onboarding process and increased the risk of information being missed.
The business also operated multiple divisions, each with different operational requirements but a need to work within a central technology framework. Maintaining separate systems would increase complexity and cost, while a shared platform would need to provide appropriate data segregation.
Alongside operational challenges, the organisation wanted to improve the customer experience. Customers increasingly expected digital access to information such as service schedules, contracts and historic reports, while field technicians needed reliable access to customer and job information wherever they were working.
To support continued growth, the organisation required a modern field service platform capable of automating routine processes, improving efficiency and providing greater visibility across the entire service operation.
The Solution
Akita Intelligent Solutions implemented Microsoft Dynamics 365 Field Service alongside Dynamics 365 Sales, creating a unified platform that connects sales, customer service and field operations.
The solution was designed to streamline workflows throughout the entire customer lifecycle, reduce manual effort and provide a single source of truth for customer, contract and service information. By bringing together multiple business processes into one platform, the organisation gained greater control over its operations while creating a framework that could scale alongside the business.
Integrated Sales and Service Operations
The solution provides a seamless transition from sales opportunity through to operational delivery.
Once a quotation is approved, relevant service agreements can be initiated within Dynamics 365, automatically triggering service activities and reducing the need for manual handovers between departments. Operational teams gain immediate visibility of new customer requirements, allowing services to be delivered more quickly and consistently.
By connecting sales and service functions within a single platform, the organisation has improved collaboration, increased transparency and reduced delays between contract approval and service commencement.
Single Environment, Multiple Business Units
To support the organisation's structure and ongoing expansion, Dynamics 365 was configured within a single environment while maintaining business unit segregation.
This approach allows individual divisions to access and manage their own information while benefiting from consistent processes, shared reporting and centralised administration. The result is a scalable platform that supports operational independence without the complexity associated with multiple disconnected systems.
Automated Scheduling and Resource Allocation
Efficient scheduling is critical for any field service organisation.
Dynamics 365 now automatically generates work orders, technician bookings and associated service tasks, reducing the administrative burden on operational teams and improving scheduling accuracy. Automated workflows help ensure resources are allocated efficiently while enabling faster responses to customer requirements.
The result is a more streamlined scheduling process that maximises technician productivity and supports consistent service delivery.
Automated Service Reporting
The organisation wanted to reduce the time spent producing and distributing service reports while improving consistency across customer communications.
Using Dynamics 365 and integrated document automation tools, service reports are generated automatically using information captured during field visits. Completed reports can then be distributed to customers without requiring additional manual intervention.
This not only reduces administrative effort but also ensures customers receive timely and professional documentation following service visits.
Customer Self-Service Portal For Pest Management
To improve customer engagement and reduce routine enquiries, Akita implemented a secure self-service portal that was integrated with Dynamics 365.
The portal provides customers with access to key service information, including past and future bookings, contracts, service documentation and related records. By enabling customers to access information independently, the organisation has enhanced the overall customer experience while allowing internal teams to focus on higher-value activities.
Automated Quotation and Contract Management
The organisation required a faster and more efficient approach to generating customer quotations and managing contract approvals.
Akita implemented integrated quotation generation within Dynamics 365, enabling sales teams to produce professional customer documents directly from the CRM platform. Integration with Signable and Document Core Pack (DCP) created an automated document generation and e-signature process, reducing manual effort and accelerating the transition from quotation to signed agreement.
This streamlined process helps improve responsiveness while reducing delays throughout the sales cycle.
Mobile Working for Field Technicians
Field technicians require immediate access to customer and service information regardless of location.
A Dynamics 365 mobile solution was deployed to support engineers working in the field, providing access to work orders, customer records, service histories and task information from mobile devices. Offline functionality ensures technicians can continue working even in areas with limited connectivity, with information synchronised automatically when a connection is restored.
This enables greater productivity, improves data accuracy and ensures service information is captured consistently across the organisation.
The Results
The implementation delivered a connected field service platform capable of supporting the organisation's operational requirements today while providing a scalable foundation for future growth.
Key outcomes included:
- A connected sales-to-service process
- Automated scheduling, work order creation and technician bookings
- Streamlined quotation generation and contract approval
- Automated service reporting and document distribution
- Secure customer self-service capabilities
- Improved visibility across multiple business units
- Enhanced productivity for field-based teams
- A scalable platform to support continued growth
Through the adoption of Dynamics 365, the business established a unified process spanning lead generation, quotation management, service delivery and customer engagement. Manual administration was significantly reduced through automation, while customers benefited from greater visibility and self-service access to important information.
