Helion takes customer and field service to a new level with Dynamics 365

Elektiker montiert eine Solaranalge in der Garage eines Hauses

Initial Situation Solutions Business Value

Helion Energy AG is Switzerland’s leading provider of solar systems, heat pumps, and e-mobility solutions, employing over 500 people. With six branches across all three language regions and an all-in-one offering that covers everything from consulting and system monitoring to maintenance, Helion is one of the industry’s pioneers in the field of renewable energy.

As the company grew rapidly, the demands on the service organization also increased. The existing systems could no longer keep pace with the growing complexity. Together with isolutions, Helion decided to build a new, integrated service platform based on Microsoft Dynamics 365.

Initial Situation

Growing Service Demand, Limited System Landscape

As the number of customers and project complexity increased, manual processes and non-integrated tools quickly reached their limits. Service requests, maintenance orders, and contracts were managed across multiple systems—making a unified view of customers and installations nearly impossible.

The goal was to create a central platform that digitally maps the entire service process, increases internal efficiency, and provides a scalable foundation for further growth.

Helion was looking for a solution that would:

Cover the entire customer service and field service process within a single solution,
Enable seamless, media-break-free processes,
Support technicians digitally—including mobile and offline capabilities,
Sustainably improve service quality,
Provide transparency in the service business for service managers and executive leadership,
Integrate the existing system landscape.

Solutions

Implementation of Microsoft Dynamics 365 Customer- & Field-Service

In close collaboration with isolutions, Microsoft Dynamics 365 was implemented as the central platform for customer service and field service. Based on a structured analysis of existing processes, a modern IT architecture was developed and implemented step by step.

Key areas of the solution:

Digitized service processes: Automated work orders, SLA management, inspections, and maintenance contracts
Ticketing solution implementation: Creation and assignment of tickets to service staff pools
Mobile Field Service app: Digital documentation of service visits, checklists, photo uploads, and offline capabilities
Planning & resource management: Introduction of a modern scheduling board
System integration: Connection to SAP (items, invoices, accounts receivable) and Theia (pre-sales, project management)
Communication: Integration with Outlook and Microsoft Teams
Documents & templates: Automated creation with Dox42
Data migration: Complete migration from esERP using KingswaySoft
Change management: Training, testing, and structured go-live support

Field Service Customer Experience

Business Value

With the implementation of Dynamics 365, Helion has created a central service platform that digitally maps all relevant processes. The entire customer service operation is now more transparent, efficient and scalable.

Key results at a glance:

360° view of all service operations
Unified platform for internal and field service teams
Faster response times thanks to automated processes
Mobile app for technicians with checklists, photo uploads, and offline functionality
Seamless integration of existing systems (SAP, Theia, Outlook, Teams)
Foundation for further growth and continuous development

Benefit from Our Customer Experience Service

From strategy development to migration and the transformation of your IT department, we support you as your IT partner, making your operations digital and secure.

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