



Become a connected technical services company
Technical services organizations face unique challenges. They often have to execute technical projects within strict timelines and budgets, while managing customer expectations and ensuring the quality of their services. In addition, they face increasingly fierce competition, the shortage of qualified personnel, the need to comply with changing regulations, and the constant pressure to integrate technological advances into their processes.
To meet these challenges, Dynamics 365 for technical services offers an end-to-end solution that helps organizations optimize every aspect of their services. From efficient project and service delivery to better customer management, sales, marketing and seamless financial control. The platform helps technical service providers streamline their internal processes, increase productivity, and ultimately deliver more value to customers.
Steering your organisation through Technical Service challenges
Attract, retain and empower engineers & technicians
In the competitive landscape of Technical Services, the war for talent is a significant challenge. Organizations must navigate the complexities of collaborating with a diverse workforce spread across various locations, utilizing a range of tools and operating in different employment modes such as payroll, freelance, and temporary work.
Integrated technology solutions like Dynamics 365 HRM and Field Service are essential for companies to handle complex technical services with consistency, efficiency, and quality. Dynamics 365 HRM optimizes HR processes, from hiring to performance management, fostering talent development and retention. The system's agility allows for dynamic responses to changing project and workforce demands, giving companies a market advantage. Additionally, Dynamics 365 enhances field operations with mobile apps for on-the-go data access and mixed reality for remote assistance, leading to better service delivery and workflow optimization.
“Door bekend te staan als een goede werkgever en te werken aan merkbekendheid kan Iv-Groep gemakkelijker werknemers in een nichemarkt aantrekken en behouden. Het doen van gave projecten die echt impact hebben trekt engineers en het creëren van een goede werkomgeving met de juiste systemen en processen draagt hier ook aan bij.”
Ewout Borg, CFO at Iv-Groep
Aligment & 360-degree overview
In technical service organizations, measuring success involves a thorough grasp of the entire service lifecycle, from the initial offer to the final delivery of high-quality services. A complete 360-degree view of customer interactions is essential, not just for maintaining relationships but also for enhancing service quality.
By harnessing the capabilities of Microsoft Dynamics 365, these organizations can access valuable insights that drive informed decision-making, elevate customer satisfaction, optimize the use of resources, and ultimately contribute to the growth and development of the business. This comprehensive approach ensures that every aspect of customer service is meticulously managed, leading to excellence in service provision and laying the groundwork for ongoing organizational improvement.
"The new solution gives us a 360° view of all the experts and their related projects and expertise within the application, which is an enormous time-saver.”
Jan Ceulemans, Responsible for external experts, Epos
Handling rising customer expectations
For technical services organizations, a seamless end-to-end experience is essential. Effective coordination between service delivery, supply chain management, and customer support is essential to meet and exceed customer expectations.
Dynamics 365 facilitates a comprehensive understanding of customer requirements, enabling genuine engagement and leverages cutting-edge digital innovations, including AI, to provide real-time insights, ensuring that every customer interaction is informed, relevant, and impactful.
"Now we can map out the needs of our customers much better. This way, we immediately spot opportunities for cross-selling. If leasing company X uses our platform for maintenance, but still goes directly to the garage for its purchases, we can also integrate them on the ordering platform. I now receive those insights and calculations easily via a clear dashboard on my tablet.”
Erik Maes, General Manager, Renta Solutions
Bringing the best quality of service
How can you deliver top-tier service quality while streamlining administrative processes and enhancing billable hours?
Dynamics 365 offers a comprehensive solution by providing tools for establishing service agreements, managing service orders and customer inquiries, and analyzing service delivery. It enables the creation of detailed service agreements that can include service level agreements with standard response times, and offers reporting tools to monitor service order margins and subscription transactions. Moreover, Dynamics 365's asset management capabilities ensure that resources are used optimally during service visits, and its predictive, preventive, and reactive maintenance functionalities help in managing complex installation projects and maintenance schedules effectively.
Additionally, Dynamics provides mobile applications that enhance field operations, enabling access to information and customer data on-the-go. It also offers remote assist capabilities through mixed reality, which can guide technicians during complex tasks. Furthermore, Dynamics 365 facilitates insightful planning and automated time registration, streamlining processes and improving service delivery.
Tomorrow's dynamic tech-forward landscape with infinite possibilities
Dynamics 365 ERP
Streamlined processes and interlinked departments define the most agile and efficient technical services companies. An ERP system will empower you by centralizing data, automating workflows, and optimizing resource allocation. This enhances efficiency, improves project outcomes, and boosts client satisfaction, leading to sustained business success.
Dynamics 365 CRM
To excel in the technical services industry, organizations must be able to handle extensive client and project data. A CRM system facilitates tracking interactions, sales management, compliance, and supporting personalized relationships with clients, stakeholders, and partners. It provides insightful analytics for informed decision-making, ultimately driving client satisfaction.
Power Platform
Power Platform boosts your indystry by modernizing traditional manual processes. Power Platform has 4 main pillars: Power BI (to analyze data in real-time, including interactive reports and dashboards), Power Appps (to build mobile applications with of low-code), Power Automate to create automated workflows and Copilot Studio to develop chatbots.
ERP at every step with Dynamics 365
A new ERP...where to start?
Need an inspirtional (circuit) break?
Customer stories from your technical services colleagues
Iv-Groep
Iv-Groep: Building the organization of the future together
Discover how Iv-Groep partnered with Cegeka to implement Power BI and Dynamics 365, leading to...
Aptco Group
Aptco Group consolidates growth with Microsoft Dynamics 365 Business Central
Since upgrading to Microsoft Dynamics 365 Business Central, Aptco Group benefits from unified data,...
Adapt to changing business needs at your pace
Want to discover the power of Microsoft Dynamics for Technical Services? Let's connect.
Want to discover the power of Microsoft Dynamics for Technical Services? Let's connect.

Maud D'Havé

Cegeka Business Solutions helps organizations become connected companies so they can remain competitive and innovative in a changing world.


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