Case Study

Durable Roofing National's journey to better service delivery with Dynamics 365.

Durable Roofing National provide roofing service and repair from coast-to-coast. With a growing network of field service team and client base; they have quickly outgrown their systems and needed a flexible and mobile solution to help their back-office schedule and address customers rapidly.
Moreover, they wanted to connect their field service team with back-office to quickly route and respond to service requests.

Challenge

  • Outdated and disconnected systems limited their ability to scale up and grow their network of field service team
  • Limited mobility and access to resources by the field team
  • Extended time to schedule
  • Limited customer engagement

Solution Overview

Through a series of workshops with Durable’s champions across business functions, GOBI Technologies was able to profile and assess the requirements Durable needed to modernize their field service team and their back-office.

From the first week of utilizing Dynamics 365, Durable Roofing noticed an increase in back-office productivity and faster time to schedule for their customers. Their field team was able to get quicker updates on client requests and access to back-office resources and tools previously not available.

Our Approach and Results

Seeing the out of the box capabilities that Dynamics 365 Field Service delivers. Durable Roofing team was impressed by the ease of use and the out of box features they can start using.

Determining their business goals through discovery workshops helped us deliver a clutter-free solution and a better user experience.

By categorizing the deployment based on out-of-box available and customization – GOBI Technologies was ahead of time on sandbox and live versions.

Dedicating a Dynamics 365 Field Service consulting team, provided Durable Roofing with new ideas and insights to stay competitive in their market and to deliver better customer experience.

Putting their customers first meant increasing their field team mobility and response time. Dynamics 365 mobile application and Office 365 empowered their field team with features previously was not possible.
From accessing customer information and updating service request status to uploading files.

As a service provider, customer communication is a priority. Through Dynamics 365 and Microsoft Flow, GOBI Technologies supercharged Durable’s customer communications enabling them to update their customer and contacts throughout service request stages.

Durable Roofing National

Durable Roofing National is a full-service roofing company specializing in the commercial & industrial roofing market for nearly a century.

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