EIZO Inc.
Field Service Transformation
Microsoft Dynamics 365 Field Service, mobile, Outlook sync
Issues:
- No unified scheduling
- No accurate visit data reaching management
- Manual coordination across office and engineers
Outcomes:
- Live schedule board
- Timestamped mobile status updates
- Signature capture
- Outlook visibility for the wider business
"The vision evolved into a solution that not only delivers greater efficiency but also provides increased visibility and valuable operational insight."
Caroline Ellsbury
Customer Services Manager
Customer Service SLA Transformation
Dynamics 365 Customer Service, Power Automate
Issues:
- No formal SLA tracking
- No breach warnings
- Owner and Sub-owner assignment and stakeholder emails all managed manually
Outcomes:
- Full SLA accountability
- A real-time SLA tracking dashboard
- Automated tasks and notification to users
"This solution has had a significant positive impact on the way our team operates... the dashboard provides invaluable visibility of team performance and SLA compliance."
Caroline Ellsbury
Customer Services Manager
Total Performance Data
Sales CRM and automation
Dynamics 365 Sales, Excel connection, Power Platform ALM
Issues:
- Very quick global expansion had outpaced the CRM
- Years of accumulated data, inconsistent and untrusted
- Leadership lacked reliable reporting in the tools they already used
Outcomes:
- Tracking devices in CRM using the Sales module
- Managing all stock levels
- Data cleaned
- Reporting rebuilt
- A clean sandbox-to-live deployment stream
"Scott took a CRM that wasn't working for us and turned it into something the sales team actually wanted to use... I'd recommend Scott to any business looking to get more out of their CRM."
Will Kendall
Formerly COO