Service Operations
One Service Operation from the first call to the paid invoice
Ludia Consulting is a Microsoft solutions integrator focused on Service Operations. We design the Microsoft Dynamics 365 solutions that connect the parts of a service business that usually run apart: customer service, field service, mobility, supply chain, and finance. Agents keep the work moving between people. Your people make the calls, and your team runs it when we step back.
Service businesses lose money in the handoffs between teams
Most service work gets done well. The margin leaks between the people who pass it along.
Each team can do its own part right and the customer still waits twice. The call center, the dispatcher, the parts counter, and finance each keep their own version of the job. Every time the job changes hands, something gets retyped or lost.
The CEO sees it as customers who don’t renew. The CFO sees it as work done but not yet billed. The COO sees it as second truck rolls and technicians waiting on parts.
Call center to dispatch
The call ends before the job is understood
The fault and the serial number stay in the call notes. Dispatch sends whoever is free, and the first visit becomes a diagnosis trip.
Dispatch to warehouse
The truck leaves before the part is there
The schedule and the stockroom don’t talk. The technician arrives, finds the part missing, and books a second visit the customer waits for.
Technician to invoice
The job is done, and the invoice waits
Hours and parts reach finance days later, on paper or in a spreadsheet. Work sits unbilled, and month-end closes on numbers the field doesn’t recognize.
Every link has to work as one operation
Ludia exists to tie these five together, so each person starts with what the last one knew.
- 1 · Customer service
Customer Service (opens Microsoft’s site)
Contact Center (opens Microsoft’s site)Every request answered, understood, and routed the first time
Your reps see the customer and the contract in one place, so the case reaches dispatch complete.
Agents at work: reps hand case setup, intent, and knowledge lookups to the Case Management, Customer Intent, and Knowledge Management agents (generally available), then handle the customer themselves.
- 2 · Field service
Field Service (opens Microsoft’s site)The right technician on the right job, the first time
Dispatchers schedule by skill, territory, and parts on hand, on a board that knows what they know.
Agents at work: dispatchers review schedules drafted by the Scheduling Operations Agent (preview, not for production use yet) and keep the final call.
- 3 · Installation and projects
Project Operations (opens Microsoft’s site)Installations delivered on schedule and on budget
New installs, retrofits, and projects planned, staffed, and costed, then handed to service when they’re done.
Agents at work: the Time Entry, Expense, and Approvals agents help project managers close the week (preview).
- 4 · MobilityField Service (opens Microsoft’s site)
Power Apps (opens Microsoft’s site)The technician on site has the history, the manual, and the answer
The work order on the tablet carries the asset’s history and the part, even offline.
Agents at work: technicians ask knowledge agents built in
Copilot Studio for likely causes and the right part, and keep the repair and safety calls. - 5 · Supply chain
Supply Chain Management (opens Microsoft’s site)The part is there before the truck is
Parts are reserved against the scheduled job, so the van and the warehouse are ready before the technician leaves.
Agents at work: buyers let the Procurement Agent (preview) chase supplier confirmations and flag late orders, then decide what to expedite.
- 6 · Finance
Finance (opens Microsoft’s site)Work billed the day it’s done, cash collected sooner
Hours and parts flow from the closed job to the invoice, so finance and the field close on the same numbers.
Agents at work: controllers use the Finance Agent for reconciliation, variance review, and collections follow-up, and sign off themselves.
Across every link
Agents take the lookups and follow-ups between people; your people make the decisions. We map where each one pays back with Helios 2, build it on Microsoft, and govern it from day one. How Helios 2 maps the work →
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 →
What changes for your CEO, CFO, and COO
For the CEO or owner
Grow without a new back office for each line
Add a territory, a service line, or an acquired company to the same operation. Customers deal with one company, not five departments.
For the CFO
Cash from the work you’ve already done
Jobs are billed when they close, and finance sees unbilled work every day. You know what each step costs and returns before you commit.
For the COO or VP of service
More jobs done right the first time, with the crews you have
Calls arrive complete, parts arrive before the truck, and technicians carry the answer. Fewer second truck rolls and more wrench time.
We connect it one link at a time, and your team runs it
The right people
Ludia’s senior team knows service businesses
US-based consultants who know dispatch desks and month-end close. The person who plans the work stays to deliver it.
Delivered the Microsoft way
Phased delivery, every decision documented
We deliver in phases on 
Microsoft FastTrack and Success by Design practices. Each phase has an agreed scope, cost, and measure, and every design decision is written down with its reason.
One link at a time
Prove it at one branch, then connect the next
Start with the handoff that hurts most and prove it with one crew or branch. Then connect the next link, without a weekend where everything changes at once.
Agility and enablement
Your team changes it without calling us
Your admins build alongside our consultants, and every decision is written down with its reason. Your team adds a new branch or rule itself, without a new contract.
How a 2,000-person MEP contractor got service and finance on one plan →
Built 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 Contact CenterVoice, chat, and messaging in one place, with agents that understand intent.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 Supply Chain ManagementParts, inventory, and procurement, planned from the service schedule.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 Power AppsFocused mobile and desktop apps for the jobs the standard apps don’t cover.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).
The Microsoft AI we build on
Copilot and agents from Microsoft, put to work inside your Service Operation, with people keeping the decisions.
Agents in Microsoft Dynamics 365Microsoft’s agents for service, scheduling, procurement, and finance, put to work in your operation.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)Microsoft FoundryWhere we build, test, and govern custom AI agents and models.on microsoft.com (opens Microsoft’s site)
Microsoft 365 CopilotCopilot in the tools your teams already use, connected to Dynamics 365.on microsoft.com (opens Microsoft’s site)
Microsoft Agent 365One place to see, govern, and secure every agent in the company.on microsoft.com (opens Microsoft’s site)Microsoft AzureThe secure cloud underneath: identity, integration, data, and monitoring.on microsoft.com (opens Microsoft’s site)For your IT team: the Microsoft pieces behind each link
Each link runs on a Dynamics 365 app your team may already license. What’s new is how closely Microsoft now connects them, and which agents are ready for production.
Requests start in Customer Service and Contact Center
Generally available. Case routing, voice, chat, and knowledge, with the Case Management, Customer Intent, and Knowledge Management agents.
Field Service and Project Operations run the work
Generally available. Work orders, the schedule board, the offline mobile app, and work orders created from project tasks. The Scheduling Operations Agent is in preview.
Supply Chain Management holds the parts
Inventory and purchasing against the job. The Procurement Agent, which replaced the Supplier Communications Agent, is in preview.
Field Service, Project Operations, and Finance now connect
Generally available, Sept 2026. Connected workflows run from work order to invoice. The older Field Service to Finance and Supply Chain link retires Feb 28, 2027 (Microsoft Learn).
Copilot Studio builds what the apps don’t include
Knowledge agents for technicians and service reps, grounded in your manuals and past jobs, with evaluations before anything reaches the field.
Agent 365 governs every agent
Generally available, May 2026. One registry to govern and secure agents, with Entra Agent ID giving each one an identity your security team controls.
Status as of Sept 28, 2026, from Microsoft’s Dynamics 365 announcements (Sept 23, 2026), Microsoft Security blog (May 1, 2026), and the AI at Work roadmap. Microsoft ships changes continuously, so we re-check status before every plan.
Go deeper on one link, or one industry
Questions service leaders ask us
Do we have to change everything at once?
No. We start with the handoff that costs you most, prove the fix at one branch or crew, then connect the next link. Each step pays back on its own, so you can stop or change course between them.
We already run some of these apps. Do we start over?
Rarely. Most connect what they already run, with one declared system of record for each area, and we tell you plainly what to keep, what to connect, and what to replace.
Which agents are ready today, and which aren’t?
Finance reconciliation in Microsoft 365 Copilot and the Customer Service agents are generally available. The Scheduling Operations Agent and the Procurement Agent are in preview, so we don’t design your operation around them yet.
Will our team be able to run it without you?
Yes. Your admins pair with our consultants from week one, and every decision is documented with its reason. Managed support is there if you want it; your team won’t need it to run the system.