Pearsons of Duns digitise field service operations with Microsoft Dynamics 365 Field Service
Pragmatiq partnered with Pearsons of Duns to modernise its field service operations using Microsoft Dynamics 365 Field Service. By digitising the customer booking journey, automating scheduling and replacing paper-based processes, the project modernised the experience for both customers and staff.
Background & Challenges
Background
Pearsons of Duns is a family-run business based in the Scottish Borders, offering a range of services including chimney sweeping, stove servicing, inspections, and maintenance. The sweeping division operates with a small field-based team supported by a central office responsible for bookings and customer communications.
Before the project, customer bookings were managed through phone calls and website enquiries, with appointments coordinated using Outlook calendars. Sweep certificates were completed on paper, while customer communications and follow-up activities relied on manual processes.
The organisation wanted to modernise the customer journey by introducing online booking, digital scheduling and greater operational visibility across the business.
Challenges
- Manual booking and scheduling: Customer appointments were coordinated manually using Outlook calendars, creating a time-consuming booking process.
- Paper-based field processes: Engineers completed sweep certificates on paper before documents were manually processed and sent to customers.
- Inadequate scheduling optimisation: Resource planning lacked automation, making it difficult to optimise engineer capacity and manage travel time efficiently.
- Limited operational visibility: The business required greater insight into resource utilisation, scheduling gaps, and booking demand to support day-to-day decision-making.
The Solution & Implementation
Pragmatiq implemented a connected Microsoft Dynamics 365 Field Service solution that transformed both the customer booking experience and the way field service operations were managed behind the scenes.
Customers can search availability, book appointments online and complete secure payments through Stripe. Automated email and SMS confirmations keep customers informed throughout the booking process.
Behind the scenes, Dynamics 365 Field Service and Resource Scheduling Optimisation (RSO) manage scheduling and resource allocation, helping optimise engineer utilisation while allowing manual overrides where required.
Field engineers complete digital sweep certificates within Dynamics 365 Field Service, with documentation automatically generated and stored in SharePoint. The solution provides real-time visibility into resource utilisation, scheduling capacity and booking demand, supporting more informed operational planning and decision-making.
Key Features of the Solution
- Online customer booking portal: Power Pages enables customers to search availability by postcode, book appointments online, complete secure payments, and receive automated booking confirmations.
- Separate booking and enquiry journeys: Customers can quickly submit enquiries without authentication while authenticated users can securely manage bookings, simplifying the customer experience.
- Intelligent scheduling and resource management: Dynamics 365 Field Service and Resource Scheduling Optimisation (RSO) support efficient resource allocation, scheduling and travel planning based on availability and territories.
- Digital field documentation: Engineers complete sweep certificates digitally, with documentation automatically generated and stored within SharePoint.
- Operational insights: The solution provides real-time visibility into resource utilisation, scheduling capacity and booking demand, supporting more informed operational planning and decision-making.
The Outcomes
- Modernised booking experience: Customers can now book appointments online, reducing reliance on manual booking processes and creating a more convenient customer experience.
- Digitised field operations: Paper-based processes have been replaced with digital documentation, improving efficiency and reducing manual administration.
- Improved scheduling visibility: Centralised scheduling provides greater visibility into engineer availability, resource utilisation and operational capacity.
- Scalable platform for future growth: The Dynamics 365 solution provides a digital foundation that supports continued process improvement and future operational development.
