Providing exceptional services in the Utility industry using Microsoft Dynamics 365
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With a 75-year track record, Pike Corporation is a leading provider of turnkey infrastructure solutions for electric and gas utilities, as well as telecommunications companies. On the electric side, Pike specializes in the engineering, construction, maintenance and upgrade of transmission, distribution and substation infrastructure. Pike’s expertise ranges from traditional and renewable grid assets and storage, to longer-range smart city planning and implementation. Pike is also a leader in emergency storm restoration. Pike provides similar turnkey engineering and construction solutions for telecommunications clients, supporting the full range of wireline and wireless infrastructure projects, as well as for gas utility clients. The company is taking full advantage of the Microsoft Dynamics 365 Field Service including the Power Platform to provide exceptional service across multiple domains by enabling their field technicians a seamless solution for collecting, analyzing, and sharing information across multiple locations in the United States of America.
Utility (Telecom, Power, & Engineering)
Location: North America
Size: 25,000
Rising customer expectations around times promise
Lack of technician knowledge
Unexpected breakdown
Technician scheduling inefficiencies
Work orders: Allow customers to create work orders from a portal or automatically create based on predefined triggers or manually Create work orders from sales opportunities, cases
Agreements: Define and create agreements Automatically generate work orders and invoices at predefined intervals for recurring service Ensure SLA adherence, agreement sub-statuses
Azure IoT:Automate work orders based on IoT triggers (using Microsoft Flow) Automatically self-heal or schedule technician
Customer portals:Empower customers to create work orders through a self-service portal
Live technician tracking: Visually track the technician in route to the service site Text notifications Automatically notify customers of technician status
Customer history: Arm the technician with a 360-degree view of the customer’s journey and more
Fully servitized operations were 3 times more likely to be profitable
Increases technician productivity by an average of 25%
Field service software enables 90% SLA compliance for top-performing companies