Field Services.
Microsoft Dynamics 365 Field Service is the spine of a modern service organization. We architect, implement, and stabilize Field Service rollouts for businesses where uptime is contractual and the technician on site is the brand.
The work behind the practice area.
Field Service is the part of Dynamics 365 that runs the day-to-day operation of a service business: work orders, scheduling, mobile technician experience, asset history, and the analytics that prove the SLA was met. It connects to Customer Service for the call coming in, to Finance for the invoice going out, and to the IoT and asset-history layer that tells the technician what they are walking into before they arrive.
We are one of the firms Microsoft FastTrack routes Field Service rebuilds to. Lucas led the Microsoft Dynamics National Practice for Field Service at Hitachi Solutions before founding Ludia. The bench depth is unusual for a firm our size.
The shape of an engagement.
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01
Discovery that starts in the field, not the conference room.
Two days of ride-alongs with technicians, an hour with the dispatch board, an hour with the parts room. Most stalled Field Service rollouts come from a system that the field rejected because it was designed without them.
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02
Architecture that respects the service business model.
We design the work-order, asset, and scheduling model around how the business actually contracts service — warranty, service contracts, time-and-materials, fixed-fee, JOC. The data model has to support the billing model, not fight it.
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03
A mobile experience the field will actually use.
Forms designed for one-handed use in a service truck. Offline-first. Photos. Voice notes. Parts requests with two taps. If the technician needs more than 30 seconds to do the routine task, the system has already lost.
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04
Stabilization that runs longer than go-live.
We stay on after go-live until the metrics that justified the project are showing up in reporting. That is not a checkbox — it is usually where Field Service rollouts go wrong, and where we earn the next phase.
Outcomes we measure ourselves on.
Down 25-40% in the first two quarters after go-live, in our recent rollouts.
Up because the technician arrives with asset history, the right parts, and the right context.
A scheduling team that was three FTEs handling the daily board can usually run with one and a half, plus the optimization engine.
Down, because the call center can see what the technician sees in real time.
TD Industries
A mechanical contractor came to us with a Field Service rollout that had stalled mid-implementation. Six-week assessment, three concrete things named as broken, a defensible plan for the next twelve months. The engagement moved into a build phase.
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