DUCSA has a distribution network with more than 300 service stations. It needed a single platform to manage all operations, track all their assets in the country, as well as efficiently manage all petitions and support requests from its clients and partners.
Dynamix developed a customized CRM platform on a CMDB (Configuration Management Data Base) that enabled DUCSA to manage and accurately track the status and location of more than 35.000 assets and configuration.
The team also implemented processes for incident management and scheduled asset maintenance on the CMDB. With new service agreements (SLA), this allowed DUCSA the achieve quicker response times to incidents, as well as prevented damages through better management of preventative maintenance.
Finally, other key processes were highly improved, such as internal operations management and environmental incidents, both services connected to a self-service portal (ADX Portals) to give access to external providers.
In order to improve decision making and achieve desired quality standards, the team helped DUCSA implement reports to monitor service providers’ performance, incident care quality, and compliance with SLA and preventive maintenance dates.
The solution was implemented on Microsoft CRM 2016 Online Cloud, and then migrated to the last version of Dynamics 365.
The Dynamix team created additional functionality in Dynamics 365 with native customization tools.
For reporting the team created an integration for ADXPortals and PowerBI.
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