“With the integrated solution of Microsoft Dynamics NAV and Laps Field Service, we can schedule our technicians within seconds after a service request comes in and reduce the number of reschedules.” Colin Morgan, IT Director, Videojet Technologies Business Needs Videojet Technologies is a world-leading manufacturer of marking systems, fluids, and accessories for product identification. Videojet printers apply high-quality alphanumeric codes, logos, and graphics to nearly any surface at virtually any line speed, angle, or location on a product or package. The company has 2,600 employees across 26 branches worldwide. In 2003, Videojet made the strategic decision to standardize its European operations on Microsoft Dynamics NAV. Since then, Videojet has provided the solution to 400 employees across Europe. Videojet uses Microsoft Dynamics NAV to handle finances, order entry, purchases, payables, inventory, service contracts, and warranties. In addition, the company has included Microsoft Dynamics NAV in part of a broader integrated solution that includes a database and two service management solutions. By using Microsoft BizTalk Server to facilitate integration, employees can place purchase orders directly in Microsoft Dynamics NAV, which then routes through the database solution to send a confirmation to the customer or subsidiary and produce an invoice. In addition, when a service representative creates an order for a service request in Microsoft Dynamics NAV, a few simple clicks in one of the service management solutions sends the request over GPRS to the service technician in the field. The service representative then accesses the other service management solution to transfer the sales order from Microsoft Dynamics NAV to the technician’s laptop. To take the business further, company leadership recognized the need for additional, service management capabilities. At this time, service dispatchers relied on experience to estimate job times and match the right technicians to the right jobs. And because service technicians often lacked Internet connectivity in the field, they could not access the sales orders and fill out details —such as what services they performed, how many hours it took, and travel times— on their laptops until they established an Internet connection when they arrived home. This data would then synchronize with Microsoft Dynamics NAV to produce the invoice. Looking back at the technology the company used at the time, Colin Morgan, IT Director of Videojet, says, “With around 300,000 devices in the field, we generate significant revenue from ongoing services and maintenance. Because of that, we needed a way to get the right technician to the job as quick as possible, reduce travel costs, and reduce revisits due to incorrect skills or parts.” In regards to dispatching, Morgan notes, “Because we offer such a broad range of technologies, we couldn’t expect every service technician to be able to service everything. We needed to know who was closest to the job, who had the right parts, who had the right skills, and how long a typical job of that type would take so that we could make the most efficient use of technicians’ time and skills.” Solution To streamline service management, Videojet Technologies worked with Microsoft Certified Partner Optimal Solutions to deploy Laps Field Service, an add-on solution for Microsoft Dynamics NAV. Laps Field Service enhances the solution to automatically suggest assignments for field technicians and includes service-level agreements, skills, and travel time in planning assignments. And in case of delays—for example, if a job runs over—Laps Field Service can adjust schedules accordingly. The add-on Customer: Videojet Technologies Website: www.videojet.com Customer Size: 2,600 employees Country or Region: United Kingdom Industry: Manufacturing Partner: Optimal Solutions Website: www.optimalsolutions.se Customer Profile Videojet Technologies is a world-leading manufacturer of marking systems, fluids, and accessories used for product identification. Software and Services Microsoft Dynamics − Microsoft Dynamics NAV Microsoft Server Product Portfolio − Microsoft BizTalk Server For more information about other Microsoft customer successes, please visit: www.microsoft.com/casestudies Microsoft Dynamics Customer Solution Case Study Marking-System Manufacturer Takes Charge of Service Management with Integrated Solution