When Protech Automotive Solutions decided to overhaul their operations, it wasn’t just about updating software— it was about rethinking how work gets done at scale. With more than 37,000 service requests per day and aggressive growth projections, their existing systems—manual scheduling, disconnected tools, and error-prone invoicing—were slowing them down.
What they needed wasn’t an out-of-the-box CRM or a typical field service application. They needed a system designed for speed, scale, and complexity. That’s where JourneyTeam and Microsoft Dynamics 365 came in.
In this blog, we’ll take a closer look at the technical and functional heart of this transformation: how Protech moved from fragmented processes to a cohesive, intelligent platform that’s helping them grow smarter, not just bigger.
If you want to see the full project outcomes and impact, read the detailed case study here.
A Patchwork System That Couldn’t Keep Up
Protech’s challenges weren’t unique, but they were extreme in scale. They operated across eight regions with 17 employees just to manage scheduling. Requests came in through phone calls, emails, and outdated web forms, which led to redundant data entry, lost information, and overtime hours that ballooned out of control.
Their field technicians, meanwhile, worked in a siloed environment with no real-time visibility into schedules, inventory, or task status.
And when it came time to bill customers, delays of up to two days were common—an issue that didn’t just slow cash flow but also frustrated customers relying on timely invoices for insurance claims. The inefficiencies were everywhere. What Protech needed was not just automation, but a scalable foundation built for growth.
Intelligent Service Intake That Works at Scale
The transformation began with rethinking the intake process. JourneyTeam built a custom web portal where customers could submit detailed service requests—complete with vehicle information, issue descriptions, urgency levels, and location. That data now flows directly into Cosmos DB, where it’s instantly available for intelligent dispatching through Dynamics 365 Field Service.
Behind the scenes, Microsoft Azure ensures the infrastructure can scale with demand. AI and logic rules determine the most efficient technician to assign based on availability, location, and skill set. By consolidating all requests into one streamlined, digital flow, Protech reduced manual scheduling hours from 6,200 per month to under 1,000—a dramatic shift that unlocked both time and labor cost savings.
Mobile-First Field Operations
The next step was reimagining the field technician experience. With JourneyTeam’s help, Protech rolled out a mobile application built on Dynamics 365 Field Service that connects every technician directly to their job queue.
Now, techs have everything they need—real-time job details, optimized route planning, barcode scanning for inventory, and the ability to upload notes and job status from their mobile device. This mobile-first design didn’t just streamline communication; it also improved visibility into equipment usage and technician performance.
Field teams can now reassign vehicles, monitor diagnostics tools, and stay updated without making a single phone call. The result has been a 30% increase in technician productivity and significantly improved customer satisfaction scores.
Automated Invoicing with Zero Guesswork
One of the most impactful improvements came in invoicing. Before PCS, invoices were manually created hours, or even days, after a job wrapped up. Today, the process is nearly instantaneous. As soon as a technician marks a job as “complete” in the app, Dynamics 365 automatically generates and sends an invoice using built-in workflow automation.
This change not only eliminated end-of-month backlogs but also reduced billing errors and made the payment process smoother for customers. According to Protech’s IT Director, Lydia Prilutskiy, “As soon as the job is finished, the tech presses the button ‘Complete,’ and the invoice is automatically created and sent out to the customer.” That level of automation has transformed what used to be a headache into a competitive advantage.
Built for Today—and Tomorrow
From a technical perspective, the Protech Connected Solution (PCS) was built with scale in mind. Microsoft Azure powers the backend, ensuring secure, reliable uptime across regions. Cosmos DB manages real-time operational data like technician assignments, service history, and customer interactions. Azure Entra ID governs secure, role-based access, so everyone—from field staff to operations leads—sees exactly what they need, and nothing more.
The architecture is designed not just to support current operations but to grow with Protech’s business. When they want to plug in new AI tools, expand service regions, or add advanced diagnostics integration, the foundation is already in place.
Real Impact, Measurable Results
Since launching PCS, Protech has seen across-the-board improvements. Invoicing turnaround times have dropped from days to hours. Data accuracy has improved by 95% thanks to real-time validation and automation. Customer satisfaction has risen by 40%, and the company is now positioned to handle a projected tripling of service requests without needing to triple their workforce.
Behind the scenes, what made this transformation successful wasn’t just the technology, it was the partnership. As Protech’s VP of Operations Jon Webber put it, “JourneyTeam wasn’t just taking orders, they actively listened, questioned our assumptions, and provided thoughtful solutions tailored to our needs.”
Rebuilding the Backbone of a Growing Business
The PCS solution is more than a new set of tools— it’s a modernized backbone for one of the country’s most innovative ADAS service providers. By leaning into Microsoft Dynamics 365, Azure, and intelligent design principles, Protech now operates with greater speed, visibility, and confidence than ever before.
If you’re curious how they did it or want to see what this level of transformation could look like for your organization—check out the full case study here. Then contact JourneyTeam and we’ll get your company on the road to success.
The post How Microsoft Dynamics 365 Helped Protech Rebuild Its Field Service Operations from the Ground Up appeared first on CRM Software Blog | Dynamics 365.
