How Gartec transformed operations with Dynamics 365 Field Service
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Pragmatiq worked with Gartec to move them away from a legacy system to a connected, cloud-based solution built on Dynamics 365 Field Service and Business Central, driving more efficient operations and achieving better outcomes for their business.
Background & Challenges
Background
Gartec is the UK’s leading supplier and installer of platform lifts, dedicated to enhancing accessibility in both commercial buildings and private homes. Since its founding in 1994, Gartec has consistently maintained its position as the market leader, providing innovative solutions for selling, installing, and maintaining platform lifts for over 30 years.
Challenges:
- Disconnected systems: Gartec was previously using a legacy system called JobWatch for field service management and Microsoft Business Central for finance, but the two systems were not integrated, leading to manual processes and inefficiencies. Recognising the potential of the Microsoft ecosystem, Gartec sought to modernise their operations by adopting Dynamics 365 to seamlessly integrate field service management with Business Central.
- Outdated user interface: Users were previously working with an outdated user interface in JobWatch, including a clunky, outdated mobile app that was difficult for engineers to use, especially when updating job statuses on-site.
- Manual processes: Gartec’s operations were heavily reliant on manual tasks, including contract setup, asset management, and invoicing. Staff had to cross-reference completed jobs in JobWatch and manually create invoices in Business Central. Recurring services, such as lift maintenance, also required duplicate manual setup in both systems. Additionally, contract renewals were a time-intensive process, consuming approximately 15 hours each month to manually process expiring contracts.
- Lack of reporting: Data was inaccessible, making it incredibly difficult to gain real, actionable insights or generate any reports.
- Process inefficiencies: Lift breakdowns required manual communication between engineers, back office, and stores for parts ordering and quoting.
The Solution & Implementation
- Implemented a field service solution: To support Gartec, we implemented Microsoft Dynamics 365 Field Service and set up automated workflows for customer setup, asset creation, and contract agreements.
- Interactive schedule board: The interactive scheduling board within Dynamics 365 Field Service enables engineer dispatchers to plan jobs, view resource utilisation, and manage subcontractors.
- Streamlined breakdown process: Engineers can request parts directly through the system, and stores can track part availability and delivery dates. Case management was also introduced for breakdowns, complaints, and queries, moving away from email-based tracking.
- Field Service mobile app: Engineers can use the Dynamics 365 Field Service mobile app to update job statuses and input data on-site.
- Automated document generation: Site reports and other documents are generated automatically from data entered by engineers via the mobile app.
- Integration with Microsoft Business Central: We introduced one of our trusted Business Central partners to support Gartec in this area, and we then integrated Dynamics 365 Field Service with Business Central. Recurring service agreements in the system would automatically generate work orders and invoices, which passed through seamlessly to Business Central for processing, eliminating manual intervention.
The Outcomes
- Time savings: Significant reduction in manual processes, especially in contract renewals, invoicing, and job scheduling, allowing engineers and back-office staff to focus on more value-added tasks. The contract renewal process itself has gone from 15 hours per month of manual administration time, to being completed with just a few clicks within the system.
- Improved efficiency: Automated workflows and integrated systems reduce errors and speed up processes, with better resource utilisation and job planning through the interactive schedule board.
- Scalable platform for the future: The new system provides a scalable foundation for future improvements, evolving with Gartec’s requirements and enabling them to
- Enhanced reporting capabilities: Gartec now has a connected platform that will allow them to drilldown into their data, gaining valuable insight and reports. This could be extended in the future with Power BI, for more advanced analytics.
- Better customer experience: Faster response times for breakdowns and more accurate invoicing improve customer satisfaction.
