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Scaling D365 Field Service Delivery Across Time Zones for a Global Manufacturing Client

A Microsoft Gold Partner based in the UK was selected to implement Dynamics 365 Field Service for a global industrial equipment manufacturer operating in Europe, the Middle East, and Southeast Asia. The rollout aimed to unify their maintenance scheduling, work order management, IoT-based asset tracking, and customer service dispatch into one central D365 Field Service platform.


Scaling Field Service Delivery Across Time Zones for a Global Manufacturing Client

The Partner had strong solution architects but faced a major challenge:

  • Support and deployments had to run 24/7 across four time zones.

  • The client’s field engineers relied on real-time updates and instant rescheduling to maintain SLA uptime for their service contracts.


To succeed, the Partner needed a follow-the-sun delivery model with certified D365 Field Service consultants ready to handle technical configuration, integrations, and live incident triage, across all regions.



The Challenge


  1. Time-Zone Discontinuity:

    • Field incidents from Asia came in during off-hours for the UK team.

    • Service tickets piled up overnight, causing missed SLA targets.

  2. Specialized Resource Gap:

    • The Partner’s internal consultants were trained on F&O and CE modules, but lacked hands-on expertise in Resource Scheduling Optimization (RSO), Connected Field Service (IoT), and Mobile configuration.

  3. Fragmented Handoffs:

    • No unified logging for service issues between shifts.

    • Information loss during transitions led to duplicated work orders and confusion between dispatchers.

  4. Cost vs Quality Balance:

    • The Partner couldn’t justify building a permanent offshore team for a single client project.

    • They needed global coverage, but controlled cost and compliance.



Approach

Live D365 worked closely with the Partner’s Delivery Director to design a sustainable 24-hour Field Service operations framework. This was not about throwing more people at the problem; but about building a smart, modular, and distributed team structure.


Phase 1: Skill & Region Mapping

  • Mapped the Field Service delivery workflow (from Work Order Creation → Dispatch → Resolution → Post-Service Analytics).

  • Identified where each region’s time zone caused gaps.

  • Defined handover checkpoints between UK, India, and Singapore coverage zones.



Phase 2: AI-Driven Consultant Selection

Using Rank AI, Live D365 analyzed 50+ pre-vetted consultants with niche Field Service expertise:

  • RSO and Universal Resource Scheduling

  • IoT Device Management and Azure IoT Hub integration

  • Mobile app and Power Apps Canvas customization

  • Plugin development for real-time notification and SLA tracking


6 consultants across India, Singapore, and UAE were shortlisted. Each had Microsoft Certified: Field Service Functional Consultant Associate credentials and previous implementation experience for global clients.



Phase 3: Follow-the-Sun Execution Setup

  • UK (GMT) → Morning-to-evening sprint meetings, deployment approvals.

  • India (IST) → Configuration, testing, and IoT integration overnight.

  • Singapore (SGT) → Early morning monitoring, ticket resolution, and QA validations.


Live D365 facilitated a Teams-based transition board, synced with Azure DevOps for real-time task ownership and incident visibility across all regions.



Solution Execution

  1. 24/7 Command Center: A shared monitoring dashboard was created in Power BI to track:

    • Open work orders by region

    • Engineer dispatch times

    • SLA compliance per geography

  2. Unified Collaboration Stack:Teams + Azure Boards + Power Automate ensured:

    • Instant notifications for work order escalations.

    • Automated task reassignment when regional shifts ended.

  3. Compliance & Contracting:

    • Live D365 managed all legal, NDAs, and payroll for international consultants under one Partner contract.

    • Data handling policies aligned with GDPR and local compliance for each region.

  4. Performance Tracking:

    • Weekly cross-region syncs with clear SLAs.

    • “Handover snapshots” summarizing unresolved issues, eliminating knowledge gaps.



Qualitative Wins

  • Field engineers in Asia received live schedule updates within minutes.

  • The client reported zero downtime across maintenance cycles.

  • Partner PMO achieved real-time visibility into global support operations.



Why This Case Matters?

This project redefined how Field Service rollouts can operate globally. By using a distributed network of certified consultants and AI-driven coordination, Live D365 turned time zone friction into an advantage; ensuring constant progress, faster response, and higher client trust.

It showed that global delivery isn’t about outsourcing; it’s about building continuity through intelligent orchestration.



Live D365 Advantage

  • Field Service Expertise: Certified consultants in RSO, IoT, Mobile App, and Power Platform integrations.

  • Global Coverage: 8000+ professionals spanning 45+ countries.

  • AI Screening via Rank AI: Matching consultants by certification, soft-skill score, and prior project exposure.

  • Compliance Handled: Multi-region contracts, payroll, and GDPR-compliant delivery.

  • Onboarding in 48–72 Hours: From request to first day of contribution.



Your service operations don’t stop, and neither should delivery.


Partner with Live D365 to build a true follow-the-sun Field Service team that keeps projects live, clients happy, and SLAs intact.


👉 Start your next Field Service rollout with Live D365: Book A Call

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