An employee-owned healthcare-products distributor runs its equipment service on one system

Equipment service ran on outdated systems across the branches

The distributor sells healthcare products, and it runs an equipment service business alongside distribution. Its service team works across several branch locations.

The team scheduled technicians and managed work orders and inventory in outdated systems. The distributor’s leaders wanted a clearer view of equipment service history and inventory, for the people who answer customers and for their own decisions.

Its leaders chose standard Field Service and brought in Microsoft FastTrack

The leadership team chose Dynamics 365 Field Service as the one system for equipment service across its locations. They worked through the design with Ludia and the Microsoft FastTrack team, in workshops and best-practice sessions.

They kept Field Service as Microsoft ships it, with no custom enhancements. Each Microsoft update lands on standard features, with no custom code to maintain at their own cost.

The team also aligned field service processes with the ERP system the rest of the business runs on.

Coordinators and technicians work the same jobs in real time

Coordinators create work orders and dispatch technicians in Field Service. Technicians see real-time job data on their mobile devices, so the office and the field work from the same information.

Inventory is tracked in the same system, so the service team can see what is on hand.

The people who answer customers see service history in one place

Equipment service history and inventory now sit in one system. When a customer calls about a piece of equipment, the person answering can see its service and maintenance history.

Leaders make decisions about the service business from the same records technicians update in the field.

Ludia’s part: Ludia’s consultants ran the workshops and best-practice sessions with the distributor’s leadership and worked alongside the Microsoft FastTrack team. They set up standard Field Service across the branches to replace the legacy systems, and aligned it with the distributor’s ERP.

For your IT team: what the work covered

Dynamics 365 Field Service, set up without custom enhancements, replaced the distributor’s legacy service systems across multiple locations. The scope covered technician scheduling and dispatch, work order management, inventory, and mobile access for technicians. Field service processes were aligned with the existing ERP, and the Microsoft FastTrack team worked alongside the project.