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Home / Case Studies / Dynamics 365 Customer Engagement Implementation Helps a Waste Management Company Digitally Transform Business Processes
July 28, 2020 - by Synoptek
Services: Dynamics 365 Customer Engagement Implementation
The biosolids organization was looking to reduce the amount of paper transactions, the associated data entry, and the costs of handling documents. It wanted to place collection and delivery transaction forms in the hands of truck drivers with a digital phone app that replaces paper documents. The client wanted drivers to seamlessly and remotely operate the app online, so they could capture day-to-day transactions and submit images of source documents.
The client wanted to implement the Dynamics 365 Customer Engagement platform as a digital transformation application for its growing business, to enable both business development activities and revenue-generating field transactions. Key requirements included:
The Biosolids organization was on the lookout for an Technology partner who could deliver an integrated solution that would help gather, store and evaluate the data flowing from current Oracle NetSuite system into Dynamics 365 Customer Engagement. The client approached Synoptek for implementing the solution, eliminating manual data entry of tickets, and report generation.
Synoptek began the engagement by understanding the client’s existing systems and processes. The client had huge amounts of data on Customers, Projects, Collection Locations, Locations, Billing Item Codes, Expense Codes, Truck Ticket (WO) and more in Oracle NetSuite. To automate this process, Synoptek divided the solution into four parts:
For the Dynamics 365 Customer Engagement Field Service Implementation, Synoptek carried out the following activities:
Synoptek created an e-ticketing app for . To fetch/push data to and from Dynamics 365 Customer Engagement, Synoptek used the premium connector of CDS.
To bring data from NetSuite and push it back after the Work Order gets created in Customer Engagement, Synoptek adopted the KWS SSIS tool. Pre-defined saved searches of NetSuite were used to pull data using NetSuite Connector to make smooth integration.
Synoptek made use of Azure blob storage to deploy all integration packages built using KWS.
With Synoptek’s services, the waste management company achieved a number of business benefits:
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