The success formula of Cegeka & Microsoft for technical services

As you read in the first part of this blog series, the most important aspect of business software today is flexibility. In the past, ERP solutions were often complex, monolithic systems designed for product-oriented companies. These systems were cumbersome and required significant investments. Today, however, ERP has evolved into a holistic approach in which each application fits seamlessly within the broader framework of business processes.

In the previous blog, we explored whether Dynamics 365 meets the needs of consultancy firms and concluded that the platform helps them streamline processes, improve efficiency, and optimize client outcomes. But what if we now take a closer look at this same platform for technical services companies?

In this blog, we explore whether Microsoft Dynamics 365, combined with Cegeka’s expertise, can also be the key to success for organizations focused on technical services. Can the same technology that helps consultancy firms thrive also support technical services companies in streamlining their processes, improving customer relationships, and driving growth?

Microsoft Dyanmics 365 Enterprise Resource Management

Microsoft Dynamics 365 Finance & Operations or Supply Chain also offers a complete solution for technical services, covering financial activities, planning, control, reporting, the management of financial resources, and supply chain management:

Thanks to Microsoft Dynamics 365, our processes are now much more integrated than before. Cegeka implemented a user-friendly and future-proof ERP platform that perfectly aligns with our objectives. It also offers significant benefits in terms of efficiency, transparency, and reporting.
Frank Lambrigts - CEO at Securitas Belgium

Microsoft Dynamics 365 Project Operations & Professional Service Automation

Microsoft Dynamics 365 offers extensive Professional Service Automation (PSA) capabilities under the umbrella of Dynamics 365 Project Operations. There are two options:

1. An end-to-end solution for operational project planning and execution, including resource management, time and expense tracking, financial management, and real-time insights and reporting, but without inventory consumption and goods production as part of project execution. In its technical documentation, Microsoft refers to this as Project Operations Resource / Non-stocked.

2. A more finance-focused solution as part of Dynamics 365 Finance and Supply Chain Management, which does include inventory and goods production as part of a project. Microsoft refers to this in its technical documentation as Project Operations Stocked / Production.

Microsoft Dynamics 365 Customer Engagement & Client Relationship Management

Besides the core modules of Microsoft Dynamics 365 Customer Engagement just as relevant as they are for consultancy organizations, Dynamics 365 also offers Field Service for technical services:

• The Sales module helps manage and optimize sales processes by tracking leads, opportunities, and customer interactions, resulting in a streamlined sales cycle and improved customer relationships.
• The Customer Service module provides tools for managing customer inquiries and requests, as well as problem-solving, leading to increased customer satisfaction and loyalty.
• The Marketing module – Customer Insights helps set up and execute targeted marketing campaigns, boosting brand awareness and attracting new customers.

Field Service ensures efficient management of on-site service operations through smart optimization of route planning, inventory management, and real-time communication with service technicians.

Microsoft Dynamics 365 also offers extensive capabilities for managing service processes, from digital work orders to self-managed scheduling. This solution supports, among other things:

• Digital work orders to reduce time spent on administrative tasks.

• Digital manuals for problem-solving and real-time connection with remote experts.

• Real-time information on stock, customers, resources, and more, for a complete and up-to-date view of operations.

• Smart route planning based on current traffic conditions to minimize travel time and costs.

• AI and IoT functionalities for proactive maintenance planning and faster problem detection and resolution.

With these advanced tools, technical service providers can streamline their service processes, increase efficiency, and deliver an exceptional customer experience.

"The three modules we implemented work seamlessly together," Marco continues. "Our sales, customer service, and marketing teams all use the same customer data, so it made sense to centralize that data for the entire company. However, the modules also offer specific functionalities. Our customer service team works with cases (such as complaints and inquiries), while the sales teams use a pipeline approach. Marketing focuses on marketing automation. In short, Dynamics 365 provides one central platform and one database for our customer-facing teams, while still being tailored to the processes of each team."

Marco Schillemans - Digital & IT Manager at Q8Oils

Human Resource Management

The same applies to technical services.: Microsoft Dynamics 365 HRM includes all the modules that can contribute to the organization’s success by streamlining HR processes, increasing efficiency, and creating a positive employee experience, ultimately driving organizational growth and success:

• The core HR module provides a centralized system for managing employee information, including personnel records, contracts, and regulatory compliance, resulting in more efficient workforce management.

• Talent Management in Microsoft Dynamics 365 HRM helps attract, develop, and retain talent through recruitment, onboarding, and performance management processes, fostering a strong and motivated team.

• The payroll module automates payroll processing, ensures accurate and timely payments, and complies with legal requirements, reducing administrative burdens and minimizing errors. Other payroll systems can also be easily integrated with other HRM modules.

• Benefits management enables organizations to manage and communicate employee benefits, increasing employee satisfaction and engagement.

• The time and attendance module helps track working hours, leave, and attendance, which is essential for accurate payroll and resource planning.

"This allows all HR managers to work with a single source of truth. Data is no longer scattered across various Excel files or tools, which has also led to fewer frustrations and errors. Employees now benefit from a streamlined HR workflow, allowing them to spend far less time on administrative tasks." Zahra Khiare - Head of People & Culture at Learn365

Business Intelligence

Cegeka Business Insight (CBI) is a modern and user-friendly BI platform for professional service organizations that delivers crystal-clear insights from sources such as Microsoft Dynamics 365 Finance & Operations and Customer Engagement. Built on Cegeka best practices and Microsoft technology, CBI enables the transformation of data from various sources into valuable business insights without the need for a large-scale BI implementation. The platform offers advanced calculations for domains such as cost details and traceability, and it aggregates data from both internal and external sources. Through integration with BI tools like Azure Synapse and Data Fabric, BI goes beyond being a technical framework by translating Azure data into easily consumable insights.

In addition, users can perform advanced analyses, build predictive models, and automatically generate insights using machine learning and AI features such as Q&A, AutoML, and Azure integration.

"In recent years, we have acquired many new companies as part of our growth strategy. Previously, each of them had their own digital environment. It is a major challenge to get them all working with the same technology and terminology. For example, two companies might have a completely different understanding of a revenue report. That’s why we sought out generic, standard tools to simplify the adoption process for each individual company." Michaël Roman - Financial & Administrative Analyst at Duomed

And one more efficiency bonus...

For technical services, collaboration is just as important as it is for consultancy. Knowledge management tools ensure that employees can easily store, organize, and share documents, fostering a culture of transparency and knowledge sharing. Team members always have access to the information they need to work efficiently.

Additionally, these tools support fast and effective communication, file sharing, and real-time collaboration on projects—regardless of where team members are located. Microsoft 365 (M365) offers the same powerful solutions for this, with applications like SharePoint, Teams, and OneDrive that work seamlessly together to promote collaboration and efficiency.

Stronger Together: Cegeka and Microsoft – The ultimate solution for technical services

Together, these modules offer an integrated platform that helps technical service providers streamline their processes, improve operational efficiency, and achieve better customer outcomes—ultimately contributing to the organization’s growth and success. In addition to tools that also help consultancy firms optimize their operations, modules such as Supply Chain Management and Field Service add extra power. Think smart inventory optimization, efficient route planning, and real-time communication with service technicians, supported by AI and IoT for proactive maintenance and problem-solving.

Bringing all business processes together on a single platform like Microsoft, and having the implementation carried out by an experienced partner like Cegeka, offers practical advantages. With one project team and one vendor, misunderstandings or conflicts between different parties are avoided, ensuring a smooth and efficient implementation process.

Cegeka brings not only technical expertise but also deep knowledge of the technical services sector, tailoring solutions to the specific processes and challenges within the industry. This means you work with a partner who understands your needs and collaborates on how technology can support your business goals.

By centralizing everything on one platform and partnering with a company that understands the industry, management becomes simpler, processes become more efficient, and organizations can focus on what truly matters: their core business.

"Microsoft Dynamics 365 is the solution we need to support our business objectives and growth goals. This robust IT platform enables us to seamlessly integrate our processes and data." Danny Jacxens - Director IT & Digital at Hudson Belux

Discover our solutions for professional services here, or get in touch with us directly via the form at the bottom of this page.