Enhancing Field Service with D365 F&O and CRM Integration
The client is a prominent reverse vending machine (RVM) technology company with more than 40 years of experience in delivering customised recycling solutions for businesses of all sizes. Their expertise lies in providing innovative systems that cater to the unique needs of each enterprise. In addition to the RVM technology, the client also offers a comprehensive software suite that enables site owners to monitor their machines, receive maintenance notifications, generate reports, validate deposit receipts, and process digital payments. This powerful combination of hardware and software solutions positions the client as a top choice for businesses committed to fostering a sustainable and environmentally friendly future.
Challenges
The client faced several challenges due to the integration of Microsoft Dynamics 365 Finance & Operations (F&O) and the CRM Sales and Field Service (CRM FS) package. The primary issues stemmed from the need to synchronise sales and work order data between the two systems.
Unavailability of work order tables in F&O: This made it difficult to sync work orders between F&O and CRM FS, creating a gap in the integration process.
Extensive filtering of entities: The limitations in Dual write’s filtering capabilities posed challenges for migrating necessary data, hindering the synchronisation process.
These challenges highlighted the need for an effective solution to integrate and migrate data between the two systems, ensuring seamless operations and data consistency.
Our Solution
To address the challenges faced by the client, we implemented a comprehensive solution that combined the strengths of Dual write infrastructure and Power Automate flows. Our approach focused on integrating and synchronising data between the two systems to ensure seamless operations and data consistency.
Utilising Dual write infrastructure: We leveraged the Dual write core and Orchestration packages to handle the integration of standard entities of sales order data from FS to F&O.
Developing Power Automate flows: We developed custom Power Automate flows to integrate and synchronise FS’s work order table data into relevant tables in F&O, addressing the challenge posed by the unavailability of work order tables in F&O.
Integrating custom sales order data: We also utilised Power Automate flows to integrate and synchronise custom sales order data from FS that required filtering.
By implementing this solution, we were able to address the challenges faced by the client and create a more efficient and integrated system that catered to their unique operational needs.
Impacts
The implementation of our solution brought about several positive impacts for the client, enhancing their operational efficiency and decision-making capabilities.
Seamless integration: The synchronised functioning of both F&O and FS systems ensured smooth data flow and consistency, enabling seamless operations across the organisation.
Enhanced decision-making: The availability of synchronised data in both systems facilitated easier analysis and more informed decision-making, empowering the client to make better choices for their business.
Leveraging Microsoft ecosystem: Utilising both Dual write and Power Automate, which are part of the Microsoft ecosystem, simplified the integration process and ensured a more streamlined and efficient implementation.
These impacts demonstrate the success of our solution in addressing the client’s challenges and delivering an integrated, efficient system tailored to their unique requirements.
