Since starting its journey to modernise field service management, Adaptec Solutions – which provides customers with automated and integrated material handling solutions, including packaging lines, palletising, controls, conveyor systems, cranes and workstations – has nearly doubled its service organization and is projecting a 20% efficiency improvement. Instead of field technicians manually creating work orders for customers, other employees can now automatically pull in data directly from the field to generate reports. Employees now have visibility and insights from across the service organization into performance, profit and product lifecycle, while field technicians can manage resources and create sales opportunities using a single platform.

Adaptec Solutions was formed when three separate organisations merged through acquisition to provide customers with full material handling equipment lifecycle services. As a result, the company has exponentially grown its product and service offerings, and was managing multiple field service teams using various methods such as spreadsheets and whiteboards. Unable to efficiently manage resources, collect data or track inventory in a single place, leadership wanted to unify the service departments under one, easy-to-use solution.

Adaptec Solutions chose equipment360™ – built on Microsoft Dynamics 365 Field Service – as its scalable, extensible platform to support its continued growth. The out-of-the-box solution has the industry-specific features and functionalities the company needed, including component serialisation, monitoring and management, integration and communication, service reports, installation history, competitor component visibility, and asset useful life remaining.

As a differentiator, Adaptec Solutions is now connecting equipment and unifying service operations with common processes to offer efficient, high-quality customer service.

NOTE: This story describes work that was completed by eLogic, which was acquired by Avanade in ­September 2022.

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