Complete operational system transformation with Microsoft Dynamics 365.

A leading telecoms and connectivity provider embarked on a significant digital transformation project to streamline operations, enhance customer engagement, and boost productivity across all areas of its operation using the full width of  Microsoft Dynamics 365 applications.


The company provides a wide range of telecoms and connectivity services, which it both installs and maintains.

Delivering a service of this kind involves the coordination of multiple areas of the business to deliver an effective service. Operationally, it had been utilising legacy and disconnected systems for its field operations, customer service management, sales CRM technology, and accounting. This was recognised to be generating inefficiencies in operations, with duplication of effort in some areas of operation and key data hidden in silo.

The primary objective of the transformation project was to unify its field, sales, marketing, and customer service operations within a single system, automating workflows, reducing manual interventions and improving customer satisfaction in the process.

It was recognised that utilising Microsoft Dynamics 365’s Customer Experience applications could meet this requirement. Combined with Business Central for finance management and holistic reporting, the company would receive a complete joined-up operations system.

Sales And Customer Service CRM Deployments

Through the adoption of a suite of Microsoft Dynamics 365 applications, the company has been able to unify many of its processes, creating new efficiencies in working.

The transition from a Pipedrive CRM system to Dynamics 365 Sales enabled the company to create a unified sales platform that links directly to its finance platform in Business Central.

This shift allowed for advanced quoting features, reducing turnaround times and improving accuracy. Akita’s integration of DocuSign has also facilitated electronic signature functionality, speeding up contract closure.

HubSpot has also been integrated with Dynamics 365 Sales to fulfil marketing requirements. This ensures the continuous flow of data from marketing campaigns to sales representatives, supporting increased conversion rates.

The adoption of Dynamics 365 Customer Service has allowed for better management of customer cases. The former customer service system, Kayako, offered only a limited view of customer requirements. Dynamics 365 Customer Service, in contrast, provides a more comprehensive view of customers. With full information of customer orders available easily to hand, issues can be addressed promptly and effectively.

This would then join up with the work of field engineers, covered by the installation of Dynamics 365 Field Service.

Microsoft Dynamics 365 Field Service Deployment

Given the need for a solution that could manage both new and existing customer installation, it was recognised that the Microsoft Dynamics 365 Field Service aspect of the project would be key to overall operations.

Following a scoping exercise to understand the company’s operational processes, we deployed a Dynamics 365 Field Service solution to enhance the efficiency of all areas of field operations.

field service operations

The new installations team now receives all information about new customer orders directly from sales orders within the Dynamics 365 system. The field operations team can then schedule installations based on available resources, and also find efficiencies by grouping new installations with other tasks in the same area.

Existing customers are also better serviced by the new field operations system. When it comes to rectifying faults, automated work order creation from customer service cases ensures swift and accurate task assignment for field engineers. With access to all information about deployments and previous support visits available on the go, the Dynamics 365 system allows for faster first-time fixes.

The company also utilises the field service CRM functionality to manage all of its proactive maintenance scheduling, enhancing customer satisfaction by keeping services operational. Maintenance data is then seamlessly pushed into Business Central for billing purposes.

The field operations system also provides real-time tracking and servicing of the company’s own equipment and resources. This ensures that engineers are not delayed by trying to locate necessary kit for jobs, and also allows for the servicing of items so they don’t deteriorate and break.

Results Of Dynamics 365 For Telecoms Provider

The comprehensive deployment of Microsoft Dynamics 365 has completely transformed the telecom provider's operations.

Sales processes became more streamlined and integrated with financial systems, marketing campaigns were more effective and aligned with sales efforts, field service operations were more efficient and proactive, and customer service has become more responsive and integrated with other functions.

This strategic transformation not only improved operational efficiency but has also significantly enhanced customer satisfaction and overall business performance.


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