Microsoft Dynamics 365 Field Service
iwow served as the client's independent partner throughout a global Microsoft Dynamics 365 Field Service programme — from shaping the vision and roadmap to facilitating design workshops, managing vendors, and securing a successful rollout across 20+ legal entities worldwide.
Microsoft Dynamics 365 Field Service deployed globally across more than 20 legal entities, unifying service operations across regions and time zones.
Service teams now work from a unified planning board covering technicians and jobs across countries, time zones, and business units — replacing fragmented legacy systems.
The quantified business case points to efficiency gains in the tens of millions of SEK in the first years after go-live through reduced administration, faster invoicing, and better utilisation.
The client — a global provider of fire and gas safety solutions with a large and growing Aftermarket business — was running service operations on an ageing mix of Lime, Mobigo, and spreadsheets, with limited integration to their new CERP platform (Microsoft Dynamics 365 Finance & Supply Chain Management).
Service planners lacked a single view of technicians and jobs across countries and time zones. Time, expenses, and material usage were captured in different systems, making invoicing slow and error-prone. Field technicians had no modern mobile tool with reliable offline support. At the same time, the client wanted to scale service revenues, introduce new contract models, and improve profitability.
iwow was engaged as the client's independent partner to turn this ambition into a concrete Field Service programme on Microsoft Dynamics 365, tightly integrated with Dynamics 365 Finance & Supply Chain Management. The assignment covered the full programme lifecycle:
- Shaped the vision, roadmap, and business case for a global Field Service rollout
- Supported contract negotiations with the chosen Field Service and ERP partners
- Designed the overall programme structure — governance, releases, and scope
- Secured alignment between Aftermarket, IT, and Finance stakeholders
- Facilitated key design workshops covering resource planning, work orders, contracts, warranties, inspections, and integrations
- Managed vendors, including escalation, progress follow-up, and commercial renegotiations
- Microsoft Dynamics 365 Field Service deployed globally to 20+ legal entities
- Single planning board for technicians and jobs across countries, time zones, and business units
- Field Service mobile app with robust online/offline support, giving technicians full access on site
- Automated flows transferring time, expenses, and material usage into D365 F&SCM for faster, more accurate invoicing
- Harmonised structure for business units, territories, assets, and financial dimensions
- Quantified business case pointing to efficiency gains in the tens of millions of SEK in the first years after go-live
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