Objectives Running a more efficient monthly servicing schedule across thousands of locations Creating a unified mobile task management system Improving customer satisfaction through more accurate task estimation times Connected field service boosts eco-friendly pest control company’s growth via better scheduling and enhanced oversight Tactics Streamlining all field operations via Dynamics 365 Field Service Using Power BI integration to monitor service and anticipate future business needs Dual rollout of Dynamics with existing financial suite to manage financial spending Results 25% increase in scheduler productivity 10% rise in first-time fixes, leading to cost savings Fully integrated ERP system and mobile working with better use of live data 22% boost in completed jobs due to improved scheduling Customer profile: Engineering Techniques Services LLC (ETS) is an industry leader in the pest control field. Based in the UAE, the company provides its customers with high-tech, cost effective and eco-friendly pest control across thousands of locations, using a highly trained, highly coordinated workforce. ETS ranks in the top five of pest control companies in the UAE. The company is now setting up a brighter future by implementing a new technical system and streamlining its processes. Customer website: www.ets-uae.com Business goal: Rapid growth meant that ETS faced multiple operations across thousands of sites, while managing a large workforce. The company provided a competitive service to its customers, yet it needed to become more efficient and unify its systems to offer  the best possible customer experience. Tactics: ETS rolled out several elements of Microsoft’s Dynamics suite concurrently while setting up for a digital transformation to transform its services. By combining Dynamics 365 Field Service, Dynamics 365 Sales, and Dynamics 365 Customer Service and flowing them into the company’s existing financial suite, ETS was able to fully integrate its entire ERP in one stroke. Results: This new, fully integrated ERP led to an immediate uplift of 25% in scheduling productivity, which meant that one in ten jobs was completed quicker with a first-time fix, saving on repeat callout costs. Overall, job completion rates jumped by over 20% across the company, due to better use of live data. This combination led to solid cost savings, a strong lift in customer satisfaction and the foundation for continuous cycle of service monitoring, improvements and excellence. Software and Services: Dynamics 365 Field Service Dynamics 365 Sales Dynamics 365 Customer Service Supporting details: Founded in 1999, Engineering Techniques Services LLC (ETS) is an industry leader in the field of eco-friendly pest control. A regional business, the company is based in the UAE, bringing its customers high-tech, cost effective pest control across thousands of locations, using a highly trained, highly coordinated workforce. One of the top five companies in the field in the UAE, ETS is also prominent in several professional organizations including the National Pest Management Association (NPMA) - a US nonprofit - and the British Pest Control Association. Following a period of intense growth, ETS aimed to empower their field workforce, and also streamline its in-house financial information and scheduling. Mobile working, including scheduling issues and anywhere, anytime cloud data access, became a big concern. Any approach had to be robust enough to make good use of data collected for future growth planning. Multiple solutions under a single suite made the most sense for ETS, as this approach would cut down on potential complications between new and existing systems, while guaranteeing the ability to grow. Microsoft Dynamics offered the most complete solution through products like Dynamics 365 Field Service, Dynamics 365 Sales, and Dynamics 365 Customer Service. Weaving field operations, sales and service into the existing finance suite made it the perfect choice. Dynamics’ ability to easily flow data through for later analysis sealed the deal. Dynamics enabled ETS far greater oversight of its mobile operations, making it easier to schedule the right resources at the right time. Success became apparent when the company noticed a 10% improvement to first-time fix rates, plus a 22% boost to overall service completion rates. Simple integration with the existing ERP meant that there was minimal disruption during roll out. Faster solutions and less call outs also meant an all round better customer experience. Additional information: https://aka.ms/engineeringtechniquesservices Engineering Techniques Services CLOUD | BIG DATA | MOBILE | PRODUCTIVITY

“With Dynamics 365, we predict our needs and hire technicians to fulfill all contracts. This increases customer satisfaction and cuts delays.” Connected field service boosts eco-friendly pest control company’s growth via better scheduling and enhanced oversight Customer profile: Engineering Techniques Services LLC (ETS) is an industry leader in the pest control field. Based in the UAE, the company provides its customers with high-tech, cost effective and eco-friendly pest control across thousands of locations, using a highly trained, highly coordinated workforce. ETS ranks in the top five of pest control companies in the UAE. The company is now setting up a brighter future by implementing a new technical system and streamlining its processes. Customer website: www.ets-uae.com Business goal: Rapid growth meant that ETS faced multiple operations across thousands of sites, while managing a large workforce. The company provided a competitive service to its customers, yet it needed to become more efficient and unify its systems to offer  the best possible customer experience. Tactics: ETS rolled out several elements of Microsoft’s Dynamics suite concurrently while setting up for a digital transformation to transform its services. By combining Dynamics 365 Field Service, Dynamics 365 Sales, and Dynamics 365 Customer Service and flowing them into the company’s existing financial suite, ETS was able to fully integrate its entire ERP in one stroke. Results: This new, fully integrated ERP led to an immediate uplift of 25% in scheduling productivity, which meant that one in ten jobs was completed quicker with a first-time fix, saving on repeat callout costs. Overall, job completion rates jumped by over 20% across the company, due to better use of live data. This combination led to solid cost savings, a strong lift in customer satisfaction and the foundation for continuous cycle of service monitoring, improvements and excellence. Software and Services: Dynamics 365 Field Service Dynamics 365 Sales Dynamics 365 Customer Service Supporting details: Founded in 1999, Engineering Techniques Services LLC (ETS) is an industry leader in the field of eco-friendly pest control. A regional business, the company is based in the UAE, bringing its customers high-tech, cost effective pest control across thousands of locations, using a highly trained, highly coordinated workforce. One of the top five companies in the field in the UAE, ETS is also prominent in several professional organizations including the National Pest Management Association (NPMA) - a US nonprofit - and the British Pest Control Association. Following a period of intense growth, ETS aimed to empower their field workforce, and also streamline its in-house financial information and scheduling. Mobile working, including scheduling issues and anywhere, anytime cloud data access, became a big concern. Any approach had to be robust enough to make good use of data collected for future growth planning. Multiple solutions under a single suite made the most sense for ETS, as this approach would cut down on potential complications between new and existing systems, while guaranteeing the ability to grow. Microsoft Dynamics offered the most complete solution through products like Dynamics 365 Field Service, Dynamics 365 Sales, and Dynamics 365 Customer Service. Weaving field operations, sales and service into the existing finance suite made it the perfect choice. Dynamics’ ability to easily flow data through for later analysis sealed the deal. Dynamics enabled ETS far greater oversight of its mobile operations, making it easier to schedule the right resources at the right time. Success became apparent when the company noticed a 10% improvement to first-time fix rates, plus a 22% boost to overall service completion rates. Simple integration with the existing ERP meant that there was minimal disruption during roll out. Faster solutions and less call outs also meant an all round better customer experience. Additional information: https://aka.ms/engineeringtechniquesservices Mohamad Basheer Alhamwi, General Manager, Engineering Techniques Services Engineering Techniques Services CLOUD | BIG DATA | MOBILE | PRODUCTIVITY