Challenge
A local government's pest control department struggled with an inefficient, outdated service request system:
- Residents forced to use multiple channels (phone, email, web forms) creating inconsistent data
- No centralized system to track service requests from initiation to completion
- Manual scheduling led to inefficient technician routing and wasted time
- No visibility into field operations or technician availability
- Paper-based records made reporting and analysis impossible
- Average 5-day wait time for service appointments
- 30% of appointments required follow-up visits due to incomplete information
Our Solution
We implemented a comprehensive Dynamics 365 solution integrating Customer Service and Field Service modules:
Resident Portal (Power Pages)
- Unified Booking System: Single channel for all service requests
- Smart Forms: Dynamic questions based on pest type
- Automated Confirmations: Immediate booking confirmation with reference number
- Self-Service Tracking: Residents can check appointment status
Field Service Management
- Automated Scheduling: Optimized technician assignments based on location, skills, and availability
- Mobile Workforce App: Real-time schedule updates and customer information
- Digital Work Orders: Complete job details including resident history and property notes
- Asset Tracking: Record treatment details for each property
Customer Service Hub
- Case Management: End-to-end tracking of service requests
- Automated Escalations: Priority routing for urgent cases
- Knowledge Base: Standardized treatment protocols
- Service Analytics: Performance metrics and trend analysis
Automation & Integration
- Automated Notifications: SMS/email reminders and technician ETA alerts
- Preventive Maintenance: Automated follow-up visits for recurring issues
- GIS Integration: Visual mapping of pest hotspots
- Payment Processing: Integrated fee collection for chargeable services
Results Delivered
65% Faster
Service response time (5 days to 1.7 days average)
40% More
Daily jobs completed per technician
Reduced Cost
Savings from reduced repeat visits
92% Satisfaction
Resident satisfaction score (from 68%)