A Pacific Northwest mechanical contractor tunes scheduling to how its dispatchers work

The service division already ran on Field Service, and its leaders wanted more from it

The contractor designs, builds, and services HVAC and plumbing systems in the Pacific Northwest. Its service division already ran its work in Dynamics 365 Field Service.

The system was live and paid for. The contractor’s leaders wanted a better return on it, and they wanted to protect what they had already invested.

Its leaders chose to tune the system they had

In 2024 the contractor’s leaders chose Ludia for its Field Service depth, to apply implementation best practice to their setup. Tuning the system the division already ran kept its dispatchers and technicians in the tools they knew.

Scheduling now follows how the contractor’s dispatchers work

At a mechanical contractor, the dispatcher takes the calls, matches each job to a technician by skill and territory, and fits emergency calls into the day. The contractor tuned Field Service scheduling to how its own dispatchers do that work.

Repeat truck rolls cost margin, and most start when the schedule the system proposes doesn’t match the one the dispatcher trusts. First-time fix is won at the dispatch desk, so the schedule has to fit the people who build it.

Senior support stays behind the dispatchers and technicians

Alongside the tuning work, the contractor added managed support. Its people get fast help from Dynamics 365 experts when mission-critical work needs it.

Changes to the system follow a stable roadmap, so the contractor’s investment stays protected over time.

Ludia’s part: Field Service optimization based on implementation best practice, and Ludia Care, Ludia’s managed support. A network of Dynamics 365 experts gives the contractor fast help on mission-critical work and keeps its roadmap steady.

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For your IT team: what the work covered

An optimization of the live Dynamics 365 Field Service setup against implementation best practice. Scheduling was tuned to the dispatchers’ process. Ongoing managed support through Ludia Care for mission-critical Dynamics 365 work, with a stable roadmap for future changes.