SetPoint22 transforms field service operations with Dynamics 365 Field Service

SetPoint22

Pragmatiq partnered with SetPoint22, a UK commercial air conditioning specialist providing design, installation, maintenance, and servicing of heating and cooling systems nationwide, to replace disconnected legacy systems and manual processes with a scalable Microsoft Dynamics 365 Field Service solution. The implementation streamlined operations, reduced administrative effort, and introduced automation across scheduling, work order management, timesheets, and billing.

Background & Challenges

Background

SetPoint22 was using a legacy field service system, Siclops, alongside Sage, supported by spreadsheets to manage sales and operational processes. These systems were disconnected, limiting visibility and creating inefficiencies across the business.

Challenges

  • Disconnected systems and manual processes: Siclops and Sage operated independently, requiring manual rekeying of completed job information into Sage to enable invoicing, increasing the risk of errors and inefficiencies.
  • Inefficient and delayed invoicing: The invoicing process was heavily manual and dependent on a small number of individuals. During busy periods, this created bottlenecks, with invoices sometimes delayed for extended periods.
  • Manual scheduling via paper diary: Engineer schedules were managed using a physical diary, with visibility limited to those who could access it, restricting coordination and operational oversight.
  • Reliance on spreadsheets: Sales and operational processes were heavily dependent on large spreadsheets, leading to inefficiencies, lack of control, and risk of data corruption.
  • Limited reporting capabilities: The organisation lacked effective reporting, with no structured way to gain insights into operations, performance, or resource activity.
  • Outdated user experience: Siclops was clunky and difficult to use, while the engineer mobile experience was slow and inefficient, impacting productivity in the field.
SetPoint22

The Solution & Implementation

Pragmatiq implemented a Microsoft Dynamics 365 Field Service solution, alongside the introduction of Microsoft Dynamics 365 Business Central to replace Sage, creating a fully connected platform across operations and finance. The solution digitised scheduling, automated key processes, and removed reliance on manual workarounds.

Key elements of the solution included:

  • Centralised field service management
    Dynamics 365 Field Service provides a single platform to manage work orders, scheduling, and resource activity, replacing manual and paper-based processes.
  • Digital scheduling and resource visibility
    Engineer scheduling was moved from a paper diary into the system, providing real-time visibility of planned work across the organisation.
  • Automated timesheet and billing management
    A custom module automatically generates time entries based on engineer activity, reducing manual input and improving accuracy. Billing is calculated using configurable rates, overtime rules, and uplift categories.
  • Automated mileage and cost tracking
    Mileage tracking enables automated calculation of travel-related costs based on defined criteria, improving consistency and reducing manual effort.
  • Work order closure validation
    A guided checklist ensures all required information is captured before work orders are closed, improving data quality and enabling more users to complete the process, reducing bottlenecks.
  • Integration with Business Central (replacing Sage)
    Operational data flows into Business Central to support invoicing and financial processes, removing the need for manual rekeying.
  • SharePoint integration for document management
    Integration with SharePoint ensures documents are securely stored and linked to relevant records within Dynamics 365.
  • Operational reporting via system views
    Configured system views provide visibility into key operational data such as time entries and scheduling.
SetPoint22

“In 2025 we embarked on a project to upgrade our CRM and ERP systems, partnering with Pragmatiq for Dynamics Field Service to work alongside Business Central. As part of a wider process to help us upgrade our 20-year-old manual process driven CRM system to a new modern, faster, efficient system. The project followed a structured delivery model that combined business analysis, system configuration, user training, and phased rollout.

The implementation of Dynamics 365 Field Service has delivered significant operational improvements. Including Increased visibility and control over field operations through live tracking, dashboards, and improved reporting. Optimised scheduling, resulting in more efficient route planning and reduced travel time. Higher first time fix rates, supported by better-prepared field engineers and clearer work order information As with any major system change, the project encountered challenges, notably, ensuring field engineers adapted to the mobile interface, aligning legacy processes to new standardised workflows and some time constraints getting the final project over the line. These challenges were addressed along the way by the management team with a satisfactory resolve.

The implementation of Dynamics 365 Field Service has been a strategically important step in modernising our service operations helping to sustain our 29 years in the industry. The platform now serves as a central system underpinning our ability to plan, manage, and optimise field activity at scale. The project met its core objectives, delivered measurable improvements, and established a strong foundation for further digital transformation initiatives.”

Hayley Smith Service Administration & System Support Director

The Outcomes

  • Faster and more efficient invoicing
    Automation and system integration remove manual rekeying and reduce bottlenecks, enabling invoices to be processed more quickly.
  • Improved operational efficiency
    Digitised scheduling and automated processes reduce administrative workload and improve day-to-day operations.
  • Greater visibility across field operations
    Centralised data provides clear insight into work orders, engineer activity, and scheduling.
  • Reduced reliance on manual processes
    Replacing spreadsheets, paper-based scheduling, and disconnected systems improves data accuracy and consistency.
  • Scalable platform for future growth
    The combined Dynamics 365 solution provides a flexible foundation to support continued growth and operational development.
SetPoint22

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