CASE STUDY | PROFESSIONAL SERVICES | DYNAMICS 365 FIELD SERVICE
Bidvest Steiner Supercharges Efficiency and Customer Service with Dynamics 365 Field Service by Decision Inc.
Solution overview
Industry
Professional Services
Solution
Dynamics 365 Field Service
Location
South Africa
Client
Bidvest Steiner is a leading service-oriented organisation providing hygiene rental equipment, office consumables, deep cleaning, and pest control services across South Africa.
Requirement
Bidvest Steiner faced significant operational challenges: inefficient scheduling and resource allocation, manual data handling and entry, operational delays, and nonconformance management, all of which hindered its scalability.
Top Benefit
Bidvest can now seamlessly combine scheduling, resource optimisation, and mobile capabilities, while also benefiting from automated workflows, and real-time collaboration, all within a unified platform that drives efficiency and boosts productivity.
With Dynamics 365 Field Service, Bidvest Steiner now has streamlined field service operations, real -time insights, and a new standard for customer experience.
ABOUT BIDVEST STEINER
Bidvest Steiner is a leading service-oriented organisation providing hygiene rental equipment, office consumables, deep cleaning, and pest control services across South Africa.
They serve various sectors including government, medical, recreational, hospitality, and corporate facilities.
The Requirement
Bidvest Steiner faced several operational challenges that were limiting their efficiency and growth:
• Inefficient Scheduling and Resource Allocation: Manual scheduling of work orders created delays and led to underutilised resources, hindering operational efficiency.
• Manual Data Handling and Entry: The reliance on manual processes for managing audit tickets and contracts increased the risk of errors, making the workflow time-consuming and somewhat unreliable.
• Operational Delays and Non-Conformance Management: Without a streamlined system to manage non-conformance issues, response times were slow, which negatively impacted service quality and customer satisfaction.
The Solution
To address Steiner’s operational challenges, Dynamics 365 Field Service was chosen, a comprehensive solution that brings
automation, real-time data integration, and streamlined workflows to field service operations.
This solution was selected for its ability to tackle the inefficiencies in scheduling, resource management, data handling, and non-conformance issues.
Key Features Implemented:
Automated Scheduling and Resource Optimisation:
By replacing manual scheduling with automated workflows, the solution ensures work orders are assigned efficiently based on real-time data, minimising delays and maximising resource utilisation.
Unified Data Platform:
Dynamics 365 integrates all customer data, service records, and audit tickets into a single platform, improving data accuracy and providing the team with quick access to critical information, reducing errors and manual data entry.
Streamlined Non-Conformance Handling:
Automated workflows allow for faster response times and proactive management of non-conformance issues, ensuring operational delays are minimised and service standards are maintained.
Error Reduction Through Automation:
With the shift from manual processes to automated systems, the risk of human error is significantly reduced, providing more reliable and consistent service delivery.
Bidvest Steiner has significantly improved its operational efficiency and data management capabilities with the
implementation of Dynamics 365 Field Service.
The automated scheduling and comprehensive data integration have enhanced their service quality and
customer satisfaction.
– Andries Bezhuidenhout, Principal Consultant and Tech Lead: Modern Workplace at Decision Inc.
HOW DYNAMICS 365 FIELD SERVICE DELIVERED UNIQUE VALUE
1. Comprehensive Functionality: Dynamics 365 Field Service provided an all-in-one platform to streamline work order management, scheduling, and resource optimisation, replacing inefficient and disconnected manual processes.
2. Automation at the Core: The Resource Scheduling Optimisation (RSO) feature automated scheduling with considerations like location, travel time, and resource availability, improving operational efficiency and eliminating scheduling errors.
3. Integrated Data Access: Seamless integration with tools like PowerBI, SharePoint and offline accessibility through the Field Service Mobile app ensured that field teams could access and update critical data anytime, anywhere.
4. Customisable and Flexible: With tailored fields, logic, and reports (e.g., the Deep Clean Audit Report), the solution adapted to the client’s specific processes, supporting unique business needs effectively.
5. Streamlined Data Management: Dynamics 365 enabled efficient tracking of non-conformances and audit data, ensuring service quality and compliance standards were consistently met.
The guys at Decision Inc. were very methodical in their approach. The project was delivered on-time and met all our expectations.
– Colin Corbett, CIO at Bidvest Prestige
The Benefits
Since implementing Dynamics 365 Field Service, they have achieved transformative improvements across key business processes, delivering measurable benefits that address their unique operational needs.
The key benefits per business process include:
HYGIENE AUDIT PROCESS:
– Work Order Creation and Scheduling: Work orders for hygiene audits are created and scheduled using Dynamics 365 Field Service. The Resource Scheduling Optimisation (RSO) tool is used to automate the scheduling process, ensuring optimal resource allocation based on various constraints such as location, travel time, and resource availability.
– Field Service Audits: Field Service Auditors conduct audits at customer locations, assessing the installed hygiene products and capturing any non-conformances. This information is recorded in the system, and the booking is marked as complete once the audit is finished.
– Data Integration and Reporting: Audit results and proof of delivery reports are automatically generated and uploaded to SharePoint. The data is accessible for further analysis and reporting, enhancing transparency and accountability.
VEHICLE AUDIT PROCESS:
– Automated Scheduling: Agreements for vehicle audits are set up in Dynamics 365 Field Service, which automatically generates and schedules the audits based on predefined recurrence patterns.
– Audit Execution: Auditors perform vehicle audits using a specific questionnaire, and the results are logged in the system. This process ensures that all vehicles are regularly inspected and maintained according to the company’s standards.
GENERAL PROCESS IMPROVEMENTS:
– Enhanced Efficiency: The automation of scheduling and the streamlined process for managing work orders have significantly reduced manual effort and scheduling errors.
– Offline Capabilities: Field Service Auditors can access and complete their tasks even in areas without internet connectivity, thanks to the offline capabilities configured in the Field Service Mobile app.
– Custom Logic and Restrictions: Various business rules and logic have been implemented to ensure data integrity and compliance with business processes. For example, auditors cannot edit audit bookings after they are completed, and they must complete daily vehicle inspections before attending to other bookings.
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THE OUTCOME
With this implementation the Bidvest Steiner team turned operational challenges into a streamlined, future-ready system.
The solution’s offline capabilities ensured auditors could work seamlessly, even in remote locations, while integration with SharePoint, PowerBI and Exchange simplified document handling and communication. These changes brought consistency and reliability to their operations, boosting service quality and operational efficiency.
Today, Bidvest Steiner is equipped with a scalable platform that not only meets their current demands but also sets them apart in delivering faster, smarter, and more reliable field service experiences.
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About Decision Inc.
Decision Inc. is a global leader in information-driven transformation with a core focus on data, digital and performance intelligence.
Our expertise in technology and industry specialisations have enabled us to help companies around the world make better decisions faster. Our emphasis on local excellence and global scale enables us to bring clients best of breed technology solutions that enable significant improvement whilst leveraging our Global Research and Innovation teams to accelerate the time to insight.
Our local consulting teams are experts in the implementation, support, and execution of these solutions and work with our clients to deliver real results and improvement.