An alternative-fuels provider expands step by step while its field crews keep working

The customer portal and the parts process had both reached their limits

The provider’s fleet customers manage their accounts through a portal on Power Pages. The portal had performance and scalability problems, and the company’s needs had moved past what it offered.

Parts requisition and inventory management had limits of their own in the field, and so did the screens the crews worked in. Technicians and the back office needed the same picture of the parts they used and the stock on hand.

Its leaders chose to improve the operation one step at a time

The company’s leaders spend on change in steady steps rather than one big switch. Working in steps keeps each budget decision small enough to judge. Over about two years, that has meant three pieces of work: the customer portal, the link between field service and supply chain, and support for an operational expansion.

Fleet customers manage their accounts in a faster portal

The company’s stakeholders agreed in workshops on how the portal should work. The redesign followed the company’s brand and operating goals, and Microsoft’s engineering team took part in it.

Customers get better performance and an easier way to manage their accounts. They can filter with dropdowns, run reports inside the portal, and keep custom profile pages. Billing and reporting take them less effort.

The company can maintain the portal and add to it as its needs change.

Field crews and the back office work from the same parts data

The company connected Dynamics 365 Field Service with Finance and Supply Chain Management and Power Platform. Parts requests follow a simpler workflow, and inventory updates automatically. Reports show current numbers.

Technicians in the field and the back-office team see the same data. That helps the company meet the service levels it commits to its customers. The design followed Microsoft FastTrack↗ practices.

The expansion went live while station logistics kept running

After its earlier finance and field service rollouts, the company extended the work to support an operational expansion. It planned the cutover and rehearsed it first in a mock cutover, when problems still cost little to fix.

Mobile support kept the field connected to finance through the switch, so field operations saw minimal disruption. Afterwards, hypercare focused on stabilizing the new setup, and station logistics kept running.

The crews’ mobile tools grew with the expansion, across several of the company’s entities.

Ludia’s part: senior architects led the portal’s technical architecture and performance work and redesigned it with the company and Microsoft’s engineering team. They connected Field Service to Finance and Supply Chain Management. For the expansion, they planned and rehearsed the cutover, supported the mobile crews, and ran hypercare.

For your IT team: what the program covered

Customer portal on Power Pages: technical architecture and performance optimization, then a user-interface redesign with Microsoft Engineering that added dropdown filters, in-portal reports, and custom profile pages. Field Service connected with Finance and Supply Chain Management and Power Platform: parts-requisition workflows, automated inventory updates, real-time reporting, and Dual-write improvements, following Microsoft FastTrack best practice. Expansion: cutover planning with a mock cutover to validate it, then mobility support and hypercare across a multi-entity setup.