Akita worked to improve the Microsoft Dynamics 365 setup of a growing utilities infrastructure company to allow it to scale its maintenance operations.
The Challenge: When A Million-Customer Infrastructure Meets Unprepared Systems
A major utilities provider, serving over a million customers across water, wastewater, electricity and gas sectors, faced issues with its operations systems. Despite having invested in Dynamics 365 Customer Service and Field Service, their maintenance and service operations was experiencing bottlenecks.
With a growing customer base, expectations were rising while their systems struggled to keep pace with demands.
The Solution: From Static Queues To Dynamic 365 Case Management
Following a consultancy phase, Akita's specialists identified that the core issue with the organisation’s setup was the use of queue functionality within Dynamics 365, when experience and best practice indicated that the use of case management as a smarter way of managing customer requests for maintenance.
Our team implemented a comprehensive overhaul that:
- Replaced linear queues with more structured case records that captured the full lifecycle of each maintenance issue
- Improved the integration of Dynamics 365 Customer Service with Field Service, creating seamless workflows from initial report to field resolution
- Deployed customised tracking mechanisms that provided real-time visibility into maintenance progress
Results: Transformed Effiency Of Dynamics 365 Maintenance Systems
Since the changes, the company has felt the benefits from the development works in the following way:
- Reduction in issue resolution time thanks to streamlined works management
- Complete visibility across all service operations – from customer call to field completion
- Enhanced data capture, allowing for proactive maintenance planning and predictive service interventions
By optimising existing Dynamics 365 investments, rather than requiring costly new systems, Akita has been able to deliver improvements that improve maintenance customer services and support future business scaling.
