Industry · Facilities management
Every site on SLA and every job billed the day it’s done
A facility-management company is a Service Operation: requests from thousands of client sites, technicians and subcontractors in the field, and invoices each client audits line by line. Ludia Consulting is a Microsoft solutions integrator focused on Service Operations, and our senior consultants connect those steps. More jobs close on the first visit, every invoice matches the work, and your people run it and change it without us.
Sources: Associated General Contractors of America, 2026 workforce survey, Sept 2026; US Bureau of Labor Statistics, Occupational Outlook Handbook, 2024–34 projections; AGC analysis of BLS producer prices, Sept 2026. Ludia’s own numbers: Field Service scheduling across tens of thousands of client sites for one national facility-maintenance provider.
Clients now buy proof the work was done, site by site
Multi-site clients judge you on SLA compliance and cost per work order. The providers that keep the contract can show both for every site, without a spreadsheet.
Skilled technicians stay scarce. In AGC’s 2026 survey, 88% of contractors with craft openings said those roles were as hard or harder to fill than a year ago. Every call you can’t staff waits, or goes to a subcontractor whose work you then have to check.
In a network of third-party technicians, the invoice often doesn’t match the work. The not-to-exceed limit gets passed, the photo is missing, and the dispute lands on your client’s facilities manager. Margin leaks one work order at a time.
Parts cost more too. Copper and brass mill shapes rose 20.9% in the year to August 2026. Service agreements and not-to-exceed limits priced last year absorb that difference, unless someone sees it on the work order before the invoice goes out.
A facility-services provider earns its margin between the request and the invoice
Each team can hit its own numbers and the client still waits two days for a failed rooftop unit. We connect the five links, so your client deals with one provider.
- 1 · Customer service
Customer Service (opens Microsoft’s site)
Contact Center (opens Microsoft’s site)Every request logged, understood, and routed the first time
Requests from store managers, client systems, and the phone line each become a work order with the site, the asset, the priority, and the SLA clock attached.
Agents at work: service coordinators hand case setup and intent to the Case Management and Customer Intent agents (generally available), and keep the client relationship.
- 2 · Field service
Field Service (opens Microsoft’s site)The right technician at the site, inside the SLA
Work routed by trade, territory, priority, and each client’s rules, whether your own technician or a vetted subcontractor takes the job.
Agents at work: dispatchers review schedules drafted by the Scheduling Operations Agent (preview, not for production use yet) and keep the final call.
- 3 · MobilityField Service (opens Microsoft’s site)
Power Apps (opens Microsoft’s site)Expertise in every technician’s hands, at every site
Technicians see the site’s history, the equipment, and the client’s requirements on their phone, and capture photos and time before they leave.
Agents at work: technicians ask knowledge agents built in
Copilot Studio about the equipment and the site, and keep the repair and safety calls. - 4 · Supply chain
Supply Chain Management (opens Microsoft’s site)The part is on the truck before the technician rolls
Truck stock and parts orders are tied to the work order, so every part used is a part billed.
Agents at work: buyers let the Procurement Agent (preview) chase late supplier orders, then decide what to expedite.
- 5 · Finance
Finance (opens Microsoft’s site)Every site invoiced the day the work is done
Time, parts, photos, and the subcontractor’s bill land on one work order, so each client invoice matches the work and the contract.
Agents at work: controllers use the Finance Agent for reconciliation and collections follow-up, and still approve what goes to the client.
Across every link
Agents take the lookups and follow-ups between the request line, the field, and the office; your people make the calls. See the connected Service Operation →
Underneath it all
Azure (opens Microsoft’s site)
Microsoft Foundry (opens Microsoft’s site)
Dataverse (opens Microsoft’s site)
Microsoft Azure is the secure cloud every link runs on: identity, integration with the systems you keep, and the data that ties them together. In Microsoft Foundry we build, test, and govern the custom AI agents and models your operation needs beyond the ones inside Dynamics 365. They work from your own data and are evaluated before they touch the work. How we build AI →
The work, as your coordinators and technicians do it
Four jobs your people do every day, and what changes when the record goes with them.
Help desk coordinator
Every request with its SLA clock
A request from a client site arrives with the contract’s response time and not-to-exceed amount, and goes to the right technician or subcontractor.
Their call: who goes, and when to escalate.
Technician
PM checklists with proof of work
Rooftop units, generators, and life-safety PMs run from checklists on a phone, with photos and readings that become the client’s record.
Their call: what needs repair beyond the PM.
Subcontractor manager
Invoices that match the work
Subcontractor invoices are checked against the work order, the photos and location of the visit, and the not-to-exceed amount before they’re paid.
Their call: what gets paid.
Account manager
The client’s monthly report, already written
Copilot drafts the visit summaries and the monthly SLA report from the record, so the account manager reviews it instead of building it.
Their call: what the client hears.
What changes for your CEO, CFO, and COO
For the CEO or owner
Win the next multi-site contract without adding overhead
Take on a new client portfolio, a new region, or an acquired provider without starting a new project each time. Your people make the change, on your timeline.
For the CFO
Cost per work order you can see, and invoices clients pay
Labor, parts, and subcontractor costs land on the work order, so margin shows by client and by site, and invoices go out complete. And you know what the work costs and returns before you sign.
For the COO or VP of operations
More jobs closed on the first visit, inside the SLA
The right technician, with the site history and the part, reaches the job once. Your client’s facilities team sees status without calling you.
Ludia’s senior team knows facility services from first meeting to results
Four things decide results for a facility-services provider running a multi-site portfolio.
The right people
Consultants who know a work order from both sides
Senior, US-based consultants who know dispatchers and subcontractor managers. The person who plans your work stays to deliver it.
The right knowledge
They know how a facility-services contract makes money
SLAs, not-to-exceed limits, service agreements, subcontractor compliance, and per-site billing, plus deep Dynamics 365 know-how and a standing feedback loop with its product teams since 2018.
The right tools
Proven methods, one client portfolio at a time
Microsoft’s 
Success by Design practices and a pilot with one client portfolio or region, so it proves itself before the rest follow. Automation and AI only where they earn their place.
The right outcome
An operations team that runs it themselves
We measure success by your satisfaction and by how well your team runs things after we step back.
Where facility-services providers see results first
Dispatch that holds the SLA
Route each job by trade, territory, priority, and the client’s rules, so the right technician rolls once. Your dispatcher stays in charge of the board.
Field Service →Subcontractor bills that match the work
Check each subcontractor’s bill against the work order, the not-to-exceed limit, and the contract before it’s paid, with photos and time attached.
Service agreements that schedule their own maintenance
Agreements create planned-maintenance work orders on schedule, so visits aren’t missed and renewals are visible months ahead.
Field Service →Per-site billing without the month-end scramble
Invoice each site in the format each client requires, from the same work order the technician closed. That means fewer disputes and faster cash.
Client visibility without the status calls
Give your client’s facilities team a portal with open work orders, status, and history for their own sites, and nothing else.
Faster answers on the request line
Answer status calls and log new requests in Dynamics 365 Contact Center, with your coordinators handling exceptions and client relationships.
Agility and enablement
Your people make the next change without calling us.
Facility-services work changes fast: a new client with its own SLAs, or a new region. Your admins and operations managers should be able to set those up themselves.
Your admins train alongside our consultants from the first sprint. Every design decision is written down with the reason behind it. Operations managers get a runbook for adding a client, a site list, or an SLA.
How we work →
Knowledge capture · The right tools
A senior technician’s answer, on every technician’s phone.
A technician at an unfamiliar site, facing an unfamiliar unit, calls around or rolls a second truck. The fix starts with knowledge capture: equipment history, past fixes, and each client’s site rules recorded where the next technician can find them.
AI is one way to put that knowledge in the technician’s hand. A national facility-maintenance services provider gave its technicians an assistant, built with Ludia in Copilot Studio on Field Service, for work across tens of thousands of client sites. The repair call and the safety call stay with the technician.
How we decide where AI belongs →
Where we’ve done this work
Ludia works with facility-services providers and with the mechanical and electrical contractors whose service divisions do the same work. Client names stay confidential.
Professional services · Mobility + Service
Expertise in every technician’s hands, across tens of thousands of sites
A national facility-maintenance provider gives its technicians each unit’s history, manual, and readings on site
Its technicians work with an assistant built in Copilot Studio on Field Service, and its scheduling covers multi-site retail and restaurant chains.
Professional services · Service + Finance
A phased plan the client’s team owns
A 2,000-person MEP contractor moves service and finance forward on one plan
The contractor’s leaders looked at finance and field service together with Ludia’s senior architects. They came away with a blueprint and a phased plan they can fund one phase at a time.
Construction and facility services · Service
Field Service tuned, with senior support behind it
A Pacific Northwest mechanical contractor tunes scheduling to how its dispatchers work
The contractor’s service division runs on a tuned Field Service, with Ludia’s managed support behind it.
Power BIBuilt on Microsoft Dynamics 365
The Microsoft products behind each part of your Service Operation. Each one links to Microsoft’s own page.
Microsoft Dynamics 365 Customer ServiceCases, knowledge, and service agreements, so every request reaches the right person.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 Field ServiceWork orders, scheduling, and the technician’s mobile app, from dispatch to completion.on microsoft.com (opens Microsoft’s site)
Microsoft Dynamics 365 Project OperationsInstallations and projects: quoting, staffing, time, cost, and project billing.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 FinanceBilling, job cost, and the close, on the same numbers the field uses.on microsoft.com (opens Microsoft’s site)Microsoft Copilot StudioCustom agents built on your manuals, jobs, and processes.on microsoft.com (opens Microsoft’s site)Delivered the way Microsoft recommends, with FastTrack (opens Microsoft’s site) and Success by Design (opens Microsoft’s site).
For your IT team: what Microsoft has ready for facility services, and what isn’t ready yet
Some of what Microsoft ships for multi-site service is ready for production, and some is still in preview. Our architects tell you which is which before you plan around it.
Field Service is ready for multi-site work today
Generally available. Work orders, agreements that generate recurring maintenance, the schedule board, the offline mobile app, and equipment tracked by site.
Service now connects to finance natively
Generally available, Sept 2026. Connected workflows run from work order to invoice across Field Service, Project Operations, and Finance.
Subcontractor invoice matching arrives, for project work
Generally available, Sept 2026. Project Operations matches subcontractor invoices to actuals on project-based subcontracts. Call-by-call networks still need match rules we design around your client contracts.
Contact Center handles the request line
Generally available. Voice and chat, with case routing for status calls and new service requests.
Scheduling help is in preview, and small today
Preview. The Scheduling Operations Agent proposes schedules for up to 30 resources per optimization plan and isn’t for production use yet. Large networks still run on the schedule board and the routing rules we design.
Agents: some ready, some in preview
Finance reconciliation in 
Microsoft 365 Copilot and the Contact Center agents are generally available. The Procurement Agent is in paid preview. Agents you build in Copilot Studio are available now.
Status as of Sept 28, 2026, from Microsoft’s Dynamics 365 announcements (Sept 23, 2026), the Project Operations and Field Service 2026 release wave 1 plans, and the AI at Work roadmap. Microsoft now ships changes continuously, so we re-check status before every plan.
Facilities management insights
Field Service
Subcontractor bills are where facility-services margin leaks
Why the not-to-exceed limit, the photo, and the contract belong on the work order before anyone approves a bill.
Enablement
Five decisions to write down so your team can change course without consultants
The choices your admins will need to understand when the business changes next year.
Field Service
First-time fix is won at the dispatch desk
Why repeat truck rolls start with a schedule the dispatcher doesn’t trust, and what the dispatch desk needs before anything else.
Questions facility-services leaders ask us
Can we run our own technicians and our subcontractor network in one place?
Yes. Dynamics 365 Field Service schedules employees and subcontractors on the same board, and captures work orders, time, and photos the same way for both. How a subcontractor connects depends on how they work with you: the mobile app, a vendor portal, or an update from their own system. We decide that with you, per network, before anyone builds.
Can our clients see the work orders for their own sites?
Yes. A client portal on 
Power Pages can show each client’s facilities team its own sites, open work orders, status, and history, and nothing from any other client. Ludia has built customer portals on Power Pages in other industries.
We already run a service system built for our industry. When does Dynamics 365 make sense?
When your margin depends on connecting dispatch, a subcontractor network, parts, and multi-entity finance, and today those live in separate places. If one system already runs your work from request to paid invoice, we’ll tell you, and help you fix the handoffs around it instead.
How does Ludia roll out Field Service without disrupting service to our clients?
In phases: a pilot with one client portfolio or region, then waves by client or region, following Microsoft’s FastTrack and Success by Design methods. A senior solution architect scopes the work and stays through go-live. The biggest variable is dispatch and subcontractor process design, so we sit with your dispatchers from the start: the schedule they trust decides whether the system sticks.
Will our own people be able to run it after go-live?
Yes. Your admins build alongside our consultants, and each architecture decision is documented with its reason. By go-live, your team can add a client, a site list, or an SLA without us, and managed support is there if you want it.