Project Description
The project involved a field service organization with multiple locations in Western Canada that required technology support. The company was using separate software programs and manual processes, which caused inefficiencies.
The project was two-fold:
- Stabilize the aging infrastructure to prepare it for software modernization, and
- Implement a new ERP with fully integrated systems and automation.
Process reviews using Lean Six Sigma and SWOT analyses were conducted to identify problem areas and automation opportunities.
Infrastructure Evaluation
- Internet Service Provider (ISP) including backup options
- Internal networking infrastructure
- On-premises server infrastructure
- Unified communication phone system
- Field Service and Sales teams mobile service providers and hardware
- Field Service vehicle tracking technologies
ERP Evaluation
- Accounting systems
- Payroll and human resource management systems
- Field service management software
- Scheduling automation
- Automated inventory management
Overview
| Project Summary: Modernized aging infrastructure and implemented a new ERP platform to support future growth for a field service organization |
| Project Challenge (The Why?): The client faced challenges with aging software and infrastructure leading to inefficiencies, and they lacked an internal IT department |
| My Role: Director of Information Technology, leading the strategy and execution of the modernization effort. |
| Stakeholders: President, management, field service technicians, technology providers, subject matter experts |
| Key Technologies: VMware, SAN, Field Service Manager from IFS World, Microsoft Dynamics NAV, Prophet by Baxter |
My Approach
The approach included evaluating the existing infrastructure and comparing providers and replacement technologies. For the ERP implementation, the approach included engaging several vendors to evaluate potential solutions that had potential to be interconnected and automated based on business requirements.
The project involved:
- Stabilizing infrastructure with an enterprise VMware based server host solution connected to a SAN device, updating networking hardware, and implementing a four-year evergreen process for computers and laptops.
- Negotiated with the current ISP to increase performance and reliability and implemented a backup provider with automatic failover.
- Negotiated volume discounts on voice and data plans and updated field service personnel devices to modern smartphones.
- Implemented a new on-premises VOIP phone system with unified communication capabilities.
- Chose to implement Field Service Manager from IFS World in combination with Microsoft Dynamics NAV and Prophet by Baxter.
Methodology: Lean Six Sigma evaluations and SWOT analyses.
Project Outcome
The project resulted in a stable, easy-to-support infrastructure with redundancy and failover contingencies, supported by an IT Managed Services agreement. The ERP implementation provided a fully integrated platform.
Infrastructure Stabilization:
- VMware based server host solution connected to a SAN device.
- Updated networking hardware.
- Backup ISP with automatic failover.
- New on-premises VOIP phone system with unified communication capabilities.
ERP Implementation:
- FSM by IFS World for field service management.
- Prophet by Baxter for inventory management.
- Microsoft Dynamics NAV as the financial back end and sales platform.
Key Decisions: The key decision was to implement a combination of Field Service Manager from IFS World, Microsoft Dynamics NAV, and Prophet by Baxter to create a fully integrated ERP solution.
Business Impact: The project boosted operational efficiency and augmented profits by introducing technology-based best practices. It rolled out a $1.3M ERP solution to handle accounting, sales, staff, service requests, contracts, and inventory. The project also upgraded servers, replaced aging hardware, and deployed new systems to optimize/improve IT infrastructure
