From a technical support perspective, Yunex Traffic provides on-site repair and maintenance of traffic control systems across numerous countries. Its service processes involve coordinating technicians with dedicated back-office dispatchers.

In most countries, teams operated with different tools, including ERPs, to manage service, support and back-office functions. Leaders wanted a unified solution that would address different needs across locations. These include access to real-time project and customer data and a portal where customers can log tickets and get project updates. They partnered with us to create the SBP. 

For the SBP proof-of-concept, we gathered requirements from across Yunex Traffic’s operations and active systems to create universal user stories with Microsoft Azure DevOps. User groups – from back-office employees and service technicians to sales representatives, customer support and management – participated in the data capture and supported the solution implementation in their home countries. 

In Dynamics 365, data is captured and refreshed in real time, ensuring reliable views of:

• Service call status and customer support
• Commercial activities
• Parts inventory on service vehicles
• Technician routing to jobs, and time spent repairing or maintaining traffic assets at client sites

Field service technicians have all their bookings on their mobile devices, while customers can use a new portal to open service requests and follow the progress of jobs.

Find out how we can help transform your enterprise with Microsoft Dynamics 365.