Microsoft Dynamics 365 Field Service
Microsoft Dynamics 365 Field Service is the system that keeps you proactive in managing remote service operations with Field Service resources. It helps you run a more efficient and profitable service department.
Case Study: Guldager
... optimizes their service company with Dynamics 365 Field Service.
Case Study: GuldagerField Service makes Guldager more efficient
Guldager, specialists in water systems, has ambitious goals and was therefore looking for a new Field Service solution. The need for Field Service Management is closely linked to an internal analysis of what creates value for customers—and what doesn’t:
“We create value when we are out with the customers. Customers don’t experience the value of our order processing—they only see value when we solve a problem in their business. We perform thousands of service tasks each year, so we spend a lot of time on planning and order processing. That’s why it’s important for us to streamline these tasks,” explains CEO Claus Christian Torbøl, and elaborates: “In our strategy process, we identified that many tasks and service processes were repetitive and could be automated. This is both to save time and to avoid errors in order processing and planning.”
Guldager’s benefits from the collaboration:
Automated service processes
Guldager has implemented a solution that automatically plans service tasks, ensuring they are performed at the right time by the employee best suited for the job.
Full-service provider – expanded business opportunities
The company can now deliver both water treatment solutions and offer service contracts—something they couldn’t do without an efficient Field Service solution.
A unified system that works together
Guldager now has an integrated ERP and Field Service solution that can be easily scaled, allowing the system to be used in other countries where Guldager operates.
“Thanks to 9altitudes' many years of experience with other companies in the industry, there are many things that are significantly easier to describe and explain compared to other IT partners without the same industry experience.”
Claus Christian Torbøl, CEO, Guldager
The vision is clear for Guldager
“We want to be the preferred service partner that customers call when they need service for water treatment,” says Claus Christian Torbøl, CEO of Guldager A/S.
A unified, scalale field service solution for multiple countries
Guldager has companies in several countries and departments across Denmark, many of which have been acquired. Claus Christian Torbøl wanted to unify several of his most important business systems:
“We already use Dynamics ERP. Therefore, it was attractive for us to get Field Service on the Microsoft platform so that we wouldn’t have different systems requiring separate integration and maintenance. It made perfect sense to consolidate everything onto one platform. We are very satisfied with the choice and now have a modern and up-to-date Field Service solution that works seamlessly with our ERP solution,” says Claus Christian Torbøl.
In addition to directly integrating with other solutions in the Dynamics ecosystem, Dynamics 365 Field Service is relatively easy to scale to additional countries once the initial solution is established.
Both recommended and discouraged from choosing Microsoft Dynamics 365 Field Service
Guldager had previously tried to implement other systems for Field Service Management, but these did not live up to expectations. At the same time, there was skepticism about choosing Dynamics 365 Field Service:
“We had high expectations for what the Field Service system should be able to do and had thoroughly researched the market. Several providers even advised us against choosing Microsoft’s Field Service and couldn’t point to any concrete success stories,” says Claus Christian Torbøl, elaborating: “9altitudes, on the other hand, were the only ones who could show us selected references. They were also willing to stand behind their belief that Dynamics 365 Field Service was the best solution for us. And they were right.”
- "As the project progressed, we discovered more and more of the value-creating features they had promised us."
The field service solution helps Guldager achieve key business goals
"Previously, we took on a more limited part of the service tasks within water treatment. Going forward, we will be a full-service provider in the industry, where we not only supply new machines but also act as the customer’s partner, repairing, delivering new spare parts, and servicing plants. Customers can consolidate their engagement with us. There are only a few in our industry offering this today," says Claus Christian Torbøl.
The Field Service solution in Dynamics 365 helps manage service contracts and customer equipment within the same system. At the same time, the built-in Partner Portal makes it possible for housing companies to self-serve, approve technician visits, and much more:
"It removes some of the hassle for customers, as they don’t need to work with two or even three suppliers. When customers consolidate their entire engagement into one service contract with us, we take responsibility for ensuring the solution delivers the highest operational reliability and uptime, so the customer avoids having to deal with multiple suppliers over accountability and varying terms," says Claus Christian Torbøl.
The many built-in features enable Guldager to pursue their goal of becoming a comprehensive, value-creating provider.
System optimizes routing and work order management
Dynamics 365 Field Service includes Resource Scheduling Optimization (RSO), which, in simple terms, means the company can optimize resource planning.
The built-in intelligence in Resource Scheduling Optimization (RSO) can automatically schedule service tasks for equipment and facilities to the employees best equipped to perform them. RSO can schedule many jobs at once, maximizing overall time usage while minimizing travel time:
“The algorithm that optimizes technician travel is especially relevant when a lot of miles are driven on country roads. This means we can reduce the number of kilometers driven in our leasing agreement, saving money on vehicles and travel, while also reducing our CO2 emissions,” says Claus Christian Torbøl, who also references Guldager's work with some of the UN’s 17 Sustainable Development Goals.
The future of intelligent and efficient service business
In addition to optimizing routing and work orders today, Claus Christian Torbøl has high expectations for how Field Service solutions will support Guldager’s business in the future: "Our Field Service solution will help us in several areas. More and more of our equipment is becoming intelligent and can communicate when there are issues or when it's time to replace a spare part."
"Instead of receiving alarms via email, the Field Service solution automatically creates a work order in the system and notifies the technician closest to the alarm location. This allows our technician to address the issue much more quickly," says Claus Christian Torbøl, adding: "This also means we can offer remote monitoring of customer equipment via Connected Field Service. In this way, customers can outsource their service tasks to us, as we have the expertise. We can often foresee problems before they occur, so customers don’t have to monitor our equipment or risk downtime."
Choosing a field service partner with industry specialization
Guldager sought an IT partner that understood their business. Claus Christian Torbøl found that 9altitudes stood out positively from other providers in this area:
"Thanks to 9altitudes’ many years of experience with other companies in the industry, there are many things that are significantly easier to describe and explain compared to other IT partners without the same industry experience."
"The advantage has been that it’s been easy to discuss the challenges we’ve faced, such as planning or order processing. 9altitudes has shown great insight into our work processes, and we’ve received valuable advice on how we can improve things now and in the future," says Claus Christian Torbøl.
Services and solutions used
Microsoft Dynamics NAV
Microsoft Dynamics NAV is a comprehensive ERP solution that helps businesses streamline their processes and improve their performance.
About Guldager
Guldager was founded in 1946 and is one of Europe’s oldest companies in water treatment. The company has branches in several countries and aims to be the preferred partner and supplier for professional customers in service-based, intelligent water treatment and protection of water-carrying systems—with respect for the environment and to the benefit of customers' finances and end-users.
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