Service processes and system design

Andosi reviewed Reiser’s Dynamics 365 environment alongside its service operations, mobile workforce requirements, integrations, and customer experience initiatives. The assessment considered how work orders, technician skills, equipment records, and regional processes could be supported as the environment evolved.

Recommendations addressed work order standardization, resource scheduling, asset lifecycle management, and opportunities to extend the platform with Power Apps, including corrective and preventive action management.

Technician scheduling and mobile service

Using realistic service scenarios, Andosi demonstrated how a customer request could move through case management, work order creation, technician assignment, scheduling, mobile execution, and completion.

The demonstrations included incident types, status tracking, and customer notifications, showing how standard Dynamics 365 Field Service functionality could support the people coordinating and carrying out the work.

Parts and inventory visibility

The assessment included recommendations and demonstrations covering warehouse inventory, technician truck inventory, parts consumption, and availability checks before dispatch.

These scenarios helped connect the discussion of scheduling and technician readiness with the parts information needed to plan and complete service work.

Customer communication and self-service

Andosi’s roadmap included customer portal opportunities for submitting service requests, monitoring work order status, accessing equipment documentation, and viewing inspection results.

The broader assessment also considered Microsoft Teams integration and document management, including how service information could be made more accessible to the people who need it.

A phased path forward

The engagement brought together an assessment of Reiser’s existing environment, demonstrations of relevant Field Service capabilities, and recommendations for modernization. The resulting strategy addressed complex service requirements while accounting for the integrations, reporting, and applications already supporting the business.

Data and Copilot readiness

Andosi recommended a more structured approach to operational data across Dynamics 365 and Microsoft 365. The work addressed Dataverse architecture, SharePoint document management, Power BI reporting, security, and AI-enabled knowledge discovery.

Demonstrations explored Copilot concepts, service dashboards, machine monitoring scenarios, and proactive service opportunities, helping frame how future capabilities could fit into Reiser’s service operation.