Case study:
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Background:
Current environment
Adventure Works Cycles wants to replace their paper-based bicycle manufacturing business with an efficient paperless solution. The company has one manufacturing plant in Seattle that produces bicycle parts, assembles bicycles, and distributes finished bicycles to the Pacific Northwest.
Adventure Works Cycles has a retail location that performs bicycle repair and warranty repair work. The company has six maintenance vans that repair bicycles at various events and residences.
Adventure Works Cycles recently deployed Dynamics 365 Finance and Dynamics 365 Manufacturing in a Microsoft-hosted environment for financials and manufacturing. The company plans to leverage the Microsoft Power Platform to migrate all of their distribution and retail workloads to Dynamics 365 Unified Operations.
The customer uses Dynamics 365 Sales. Dynamics 365 Customer Service and Dynamics 365 Field Service.
Retail store information
Adventure Works Cycle has one legal entity, four warehouses, and six field service technicians.
Warehouse counting is performed manually by using a counting journal. All warehouse boxes and items are barcoded.
-Adventure Works Cycle has one legal entity, four warehouses, and six field service technicians.
-Warehouse counting is performed manually by using a counting journal. All warehouse boxes and items are barcoded.
-The Adventure Works Cycles retail location performs bicycle inspections and performance tune-ups.
-Technicians use paper forms to document the bicycle inspection performed before a tune-up and any additional work performed on the bicycle.
-Adventure Works Cycles uses a Power Apps app for local bike fairs to attract new customers.
-A canvas app is being developed to capture customer information when customers check in at the retail location. The app has the following features:
-Customer selects yes or no if they are on the mailing list.
-Customer selects the amount of times they have visited the store.
-Customer selects the type of service needed.
-The search result returns all last name records that match the search term.
Technology
Requirements
-A plug-in for Dynamics 365 Sales automatically calculated the total billed time from all activities on a particular customer account, including sales representative visits, phone calls, email correspondence, and repair time compared with hours spent.
-A shipping API displays shipping rates and tracking information on sales orders. The contract allows for 3,000 calls per month.
-Ecommerce orders are processed in batch daily by using a manual import of sales orders in Dynamics 365 Finance.
-Microsoft Teams is used for all collaboration.
-All testing and problem diagnostics are performed in a copy of the production environment.
-Customer satisfaction surveys are recorded with Microsoft Forms Pro. Survey replies from customers are sent to a generic mailbox.
Automation
-A text message must be automatically sent to a customer to confirm an appointment and to notify when a technician is on route that includes their location.
-Ecommerce sales orders must be integrated into Dynamics 365 Finance and then exported to Azure every night.
-A text alert must be sent to employees scheduled to assist in the repair area of the retail store if the number of repair check-ins exceeds eight.
-Submitted customer surveys must generate an email to the correct department. Approval and follow-up must occur within a week.
Reporting
-The warehouse manager’s dashboard must contain warehouse counting variance information.
-A warehouse manager needs to quickly view warehouse KPIs by using a mobile device.
-Power BI must be used for reporting across the organization.
User experience
-Warehouse counting must be performed by using a mobile app that scans barcodes on boxes.
-All customer repairs must be tracked in the system no matter where they occur.
-Qualified leads must be collected from local bike fairs.
Issues
-Warehouse counting must be performed by using a mobile app that scans barcodes on boxes.
-All customer repairs must be tracked in the system no matter where they occur.
-Qualified leads must be collected from local bike fairs.
Internal
-User1 reports receives an intermittent plug-in error when viewing the total bill customer time.
-User2 reports that Azure consumption for API calls has increased significantly to 100 calls per minute in the last month.
-User2 reports that sales orders have increased.
-User5 receives the error message: ‘Endpoint unavailable’ during a test of the technician dispatch ISV solution.
-The parts department manager who is the approver for the department is currently on sabbatical.
External
-CustomerB reports that the check-in app returned only one search result for their last name, which is not the correct name.
-Nine customers arrive in the repair area of the retail store, but no texts were sent to scheduled employees.
-Customers report that the response time from the information email listed on the Adventure Works Cycles website is greater than five days.
-CustomerC requested additional information from the parts department through the customer survey and has not received a response one week later.
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