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Microsoft Dynamics 365 Field Service

Providing exceptional services in the Utility industry using Microsoft Dynamics 365

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Project Overview

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


  • Microsoft Dynamic 365 CRM
  • Microsoft Dynamics AX - 2012
  • Power BI
  • Oracle Cloud
  • Boomi

The Challenge

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Inability to scale and poor technician enablement, Reactive, break-fix business models, inability to scale, Outdated/siloed systems causing inefficiencies Poor technician enablement, due to lack of mobile capabilities

Rising customer expectations around times promise

Lack of technician knowledge

Unexpected breakdown

Technician scheduling inefficiencies

The Solution

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An end-to-end solution with built-in intelligence

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

The Outcome

Microsoft Dynamics 365 Field Service solution integrated with Oracle ERP, Microsfot Dynamics AX 2012, Dell Bhoomi & other 3rd party applications:

  • Increase CSAT and loyalty through improved processes
  • Increase first time fix rate and CSAT with tech using mixed reality to access KB to diagnose and repair
  • Remote access and pre-emptive maintenance, provide service to more customers with increased first-time fix rates
  • Advanced scheduling ensures the right tech with the right skills is dispatched. Customer can visually track technician on route, ETA and more
  • Seamless call triage with & technician dispatch with Customer Service ensures a unified workflow and reduces operational costs
  • Technician can utilize mixed reality to access knowledgebase to initiate the fix the first time} send most pualified technician
  • Repair completed without customer being aware, avoid downtime while increasing CSAT
  • Leverage data from connected devices & IoT to send techs only when needed, automatically generate work orders, reduce costs with preventative maintenance of all customer assets

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Products Becoming Services

Fully servitized operations were 3 times more likely to be profitable


IOT & Remote Services

Increases technician productivity by an average of 25%


Contracts & Consumption Models

Field service software enables 90% SLA compliance for top-performing companies

Ready to create something extraordinary?