Dynamics 365 Field Service
Centralized work orders, bookings and operational scheduling.
Client overview
Coordinating essential services at national scale
ACNA is one of Australia’s largest not-for-profit suppliers of assessment, coordination and case-management services, delivering aged-care and disability programs on behalf of Federal and State Governments.
As service demand grew across multiple programs, the organization needed a more reliable way to schedule work, coordinate teams and understand booking activity—without relying on disconnected spreadsheets and conflicting processes.
The business challenge
Complex scheduling was slowing service delivery
Multiple programs, inconsistent process flows and spreadsheet-based planning made it difficult to schedule efficiently, manage information and coordinate work across teams.
01
Time-consuming schedulingTeams manually coordinated bookings across several
programs.
02
Conflicting process flowsDifferent systems created fragmented and inconsistent
ways of working.
03
Heavy reliance on ExcelSpreadsheet-based scheduling increased administrative
effort and data-management risk.
The connected solution
One Microsoft ecosystem for scheduling, insight and communication
ECLEVA consolidated business processes and configured an integrated platform around ACNA’s complex scheduling requirements.
Resource Scheduling Optimization
Automated work-order scheduling with less manual intervention.
Power BI
Real-time visibility into scheduling, booking patterns and performance.
Power Apps and Power Automate
Purpose-built workflows that simplified day-to-day team activity.
Twilio integration
Automated client communication and timely service updates by SMS.
Microsoft Customer Voice
Structured feedback collection from residents and facilities.
Service requestCaptured centrally
→
Optimized scheduleRSO assigns work
→
Client updateSMS communication
→
Insight and feedbackPower BI + Customer Voice
Could intelligent scheduling improve your service operations?
Discuss your current process with a Microsoft specialist and identify a practical automation opportunity.
Intelligent scheduling design
Automation that turns complex demand into an actionable schedule
Resource Scheduling Optimization evaluates work requirements and available resources, helping the operations team reduce repetitive coordination while keeping planners in control.
Rules-based optimizationScheduling logic is configured around ACNA’s real
program requirements.
Smarter resource assignmentWork orders move through a consistent, scalable
booking process.
Human-readable insightPower BI gives teams a current view of workload and
booking trends.
Scheduling engine active
Live operational view
MonTueWedThu9
AM
11 AM
1 PM
3 PM
Recommended assignment
Matched using program rules, availability and service requirements.
Implementation approach
Designed around real operational complexity
Consolidate processes
Brought conflicting business process flows into one coordinated system.
Adapt Field Service
Configured Dynamics 365 Field Service for ACNA’s program-specific needs.
Optimize scheduling
Customized RSO and automated workflows to reduce manual scheduling.
Activate insight
Added reporting, SMS communication and service feedback capabilities.
Technology supported clearer communication and more coordinated service experiences.
Benefits delivered
More efficient operations and better-informed teams
The integrated solution replaced spreadsheet-heavy scheduling, reduced administrative effort and gave teams a stronger operational view across three programs.
✓
Enhanced efficiencyAutomated scheduling reduced manual workload and
avoidable errors.
↗
Improved decisionsReal-time Power BI reporting revealed scheduling and
booking trends.
≋
Unified operationsConsolidated workflows improved coordination between
teams.
$
Lower overheadAutomation helped redirect administrative capacity to
higher-value work.
“The solution brought scheduling, communication, reporting and feedback into a connected
digital operation—supporting more consistent service delivery across three programs.”Case study summary ·
Outcomes based on the supplied project brief
