iwow is pleased to announce the successful completion of a Microsoft Dynamics Field Service project with The Client, a leading provider of safety and security solutions.
The Client is a global provider of fire and gas safety solutions with a large and growing Aftermarket business. Service operations were run on an ageing mix of Lime, Mobigo and spreadsheets, with limited integration to the new CERP platform (Microsoft Dynamics 365 Finance & Supply Chain Management).
Service planners lacked a single view of technicians and jobs across countries and time zones. Time, expenses and material usage were often captured in different systems, making invoicing slow and error-prone. Field technicians did not have a modern mobile tool with reliable online/offline support and easy access to asset history, inspections and documentation.
At the same time, The Client wanted to scale service revenues, introduce new contract models and improve profitability. A modern, integrated Field Service platform became a prerequisite for that journey.
iwow was engaged as The Client’s independent partner to turn this ambition into a concrete Field Service programme on Microsoft Dynamics 365, tightly integrated with Microsoft Dynamics 365 Finance & Supply Chain Management.
Our assignment covered the full lifecycle – from framing to delivery:
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Shape the vision, roadmap and business case for a global Field Service rollout.
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Support contract negotiations with the chosen Field Service and ERP partners.
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Design the overall programme structure (governance, releases, scope) and secure alignment between Aftermarket, IT and Finance.
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Facilitate key design workshops for Customer Service and Field Service, including resource planning, work order handling, contracts, warranties, inspections and integrations.
- Support The Client in vendor management – including escalation, progress follow-up and commercial renegotiations when budget and delivery deviated from plan.
The programme delivered a modern Field Service platform based on Microsoft Dynamics 365 Field Service, rolled out globally to 20+ legal entities.
Today, The Client’s service teams work with:
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A single planning board for technicians and jobs across countries, time zones and business units.
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A Field Service mobile app with robust online/offline support, giving technicians access to assets, systems, work orders, checklists, photos and documentation on site.
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Automated flows where time, expenses and material/parts consumption from work orders are transferred into Microsoft Dynamics 365 Finance & Supply Chain Management, enabling faster and more accurate invoicing.
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A harmonised structure for business units, territories, assets, projects and financial dimensions – providing a solid foundation for reporting and continuous improvement.
The quantified business case points to efficiency gains in the tens of millions of SEK over the first years after go-live, through reduced manual administration, shorter time-to-invoice, fewer errors and better utilisation of field resources. In parallel, improved governance and vendor management helped The Client avoid significant cost overruns and establish a stronger model for steering complex digital transformation programmes going forward.