OntargIT та KTS Engineering: автоматизація сервісних процесів з Microsoft Dynamics 365
Prerequisites for Implementing Dynamics 365
As the company expanded its geographical footprint and transformed its internal processes, KTS Engineering encountered limitations within its existing system and insufficient automation of core business workflows.
A major challenge was the management of field engineering teams. Specialists work across various regions of Ukraine and abroad, while managers must quickly assemble teams, plan field visits, monitor task completion, and ensure accurate tracking of delivered services.
Service maintenance is another critical area. High-quality service is essential for ensuring reliable and uninterrupted operation of equipment. Tasks are performed both by field service engineers and remotely through online monitoring. In such an environment, timely and efficient work allocation becomes a top priority‑.
The previous system provided limited capabilities for dispatching and planning in constantly changing conditions, which resulted in frequent manual adjustments to schedules and resource allocation.
Another challenge was the need to overcome the constraints of existing tools to support future business scaling. The company sought to establish a robust technological foundation for growth, enhancement of service processes, and integration of additional business functions in the future.
Implementation and Benefits of the Solution
To enhance the efficiency of service processes, OntargIT implemented a Microsoft Dynamics 365 based solution for KTS Engineering. This solution significantly improved operational efficiency by automating key business areas:
As part of the project, OntargIT also helped the company streamline its request handling procedures, establish accurate tracking of completed work, and automate the generation of service reports for clients.
Early Business Results
As a result, KTS Engineering will benefit from:
“The implementation of automated solutions enables us to significantly enhance the efficiency of customer interaction. We gain full transparency across all service processes, respond to requests faster, and can plan the work of our engineering teams more accurately. This not only optimizes internal operations but also improves service quality and strengthens customer trust.” – Kostiantyn Kozlov, Head of Service Department
Next Steps and Development
The collaboration with OntargIT has become a crucial step in the company’s digital transformation of the service processes. The implementation of Microsoft Dynamics 365 solutions will help KTS Engineering organize field team work more effectively, respond to customer requests more quickly, and maintain consistently high service standards.
The technological foundation created within the project opens opportunities for further scaling, enhancement of service processes, and the introduction of new functionalities without system limitations.
Thanks to OntargIT’s expertise, the company now has a reliable technological base for future development — allowing the team to focus on what matters most: delivering dependable energy solutions to its customers.
