Outcome
Microsoft Dynamics 365 - Field Operations, Recovery & Client / Agent Service Transformation
The organisation needed one digital operating model spanning quotation requests, pricing, case management, scheduling, field attendance, client self-service, agent interactions, compliance checks and outcome reporting. The challenge was not a single screen or workflow: it was coordinating several parties through one governed service lifecycle
Microsoft Dynamics 365
Industry
Financial Services / Field Services / Asset Recovery
Customer
Australian field-services and recovery organisation
Location
Australia
Technology
Microsoft Dynamics 365
Solution
Australian Field Operations Transformation
Delivery Partner
CISIN
The Business Story
From Complexity to Clarity
The Challenge
- Requests, commercial review and field execution relied on separate hand-offs.
- ·Clients and field agents required controlled self-service rather than back-office dependence.
- ·Scheduling needed to consider territory plus skills / certifications.
- Mandatory tasks, outcomes, SLAs and manual-review rules had to be consistently enforced.
The Solution
- Connect request-to-quote-to-case-to-work-order processing.
- Use client and agent portals for controlled interactions and evidence capture.
- Automate work-order creation, service mapping, notifications and business events.
- Keep back-office governance and auditability while reducing manual administration.
The Outcome
- End-to-end service lifecycle. RFQ and quote processing feed case creation, one or more work orders, attendance, outcomes, review and invoice-readiness.
- Multi-party digital experience. Power Pages provides client and field-agent experiences for requests, job acceptance, tasks, evidence uploads, communication and status visibility.
- Resource and requirement matching. Territory, skills / certifications and requirement characteristics support better resource suggestions and scheduling.
- Rules and compliance automation. SLA events, mandatory-task enforcement, outcome rules and manual-review paths are automated through Dataverse and Power Automate.
- Multi-asset orchestration. Where the request covers multiple assets, the solution can create corresponding customer assets and work orders under the same case.
Business Impact
One
Connected lifecycle request to field execution
Fewer
Manual hand-offs through workflow automation
Better
Traceability Dataverse + event history
Secure
Self-service client + field agent
Technology Landscape
Dynamics 365 Field Service
Dataverse
Power Pages
Power Automate
Model-Driven Power Apps
Universal Resource Scheduling
Delivered in Collaboration With
CISIN
CISIN is a technology solutions and services company specializing in Enterprise Integration and API Services, helping organizations connect applications, systems and data through modern integration, API, cloud and legacy modernization solutions.
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