In today’s fast-paced, tech-driven automotive landscape, innovation isn’t optional— it’s essential. That’s why Protech Automotive Solutions, a national leader in ADAS diagnostics and calibration services, knew something had to change. Despite being at the forefront of vehicle technology, their internal systems weren’t keeping up. Scheduling was messy. Invoicing was slow. And field technicians were stuck relying on disconnected tools.
The company faced a pivotal question: How could they create true operational efficiency while preparing for a projected tripling of service requests?
Enter JourneyTeam and Microsoft Dynamics 365. And the result? A digital transformation that redefined every facet of Protech’s service delivery. From streamlining customer intake to empowering mobile technicians in the field, the collaboration built the scalable, integrated foundation Protech needed to grow.
In this blog, we’ll break down how this transformation happened—and why it matters. You can also read the full customer story for a deep dive into the project’s strategy, execution, and measurable outcomes.
The Challenge: Systems That Couldn’t Keep Pace
Protech’s business model relies on speed, precision, and scale. They handle 37,000 service requests per day, with that number expected to triple over the next five years. Yet their legacy systems were anything but efficient:
- Service requests came in through multiple, disconnected channels—phone calls, emails, and unstructured web forms. This fragmented intake process led to 6,200 hours per month of administrative effort and a constant scheduling backlog.
- Field service operations were entirely manual. Technicians had to call or email in job updates, lacked efficient routing tools, and couldn’t reliably track assets on the go.
- Invoicing took days. The billing process required manual data entry, delaying customer payments and impacting insurance claims.
According to Don Mikrut, VP of Product Development, “There wasn’t a third-party provider available that had a solution tailored to our business. We were forced to piece together a patchwork of inadequate systems.”
The cost of inefficiency was compounding fast. That’s when Protech turned to JourneyTeam.
The Strategy: A Unified, Scalable Solution with Microsoft Dynamics 365
At JourneyTeam, we didn’t start with products, we started with listening.
We worked closely with Protech’s leaders and field staff to understand the full scale of the operational challenges. The result was a fully customized solution named Protech Connected Solution (PCS)— a seamless platform powered by Microsoft Dynamics 365 Field Service, Azure, and Cosmos DB.
PCS wasn’t just a technology upgrade. It was a business transformation.
Here’s how the solution unfolded:
1. Centralized Service Request Portal
Gone are the days of phone-tag and lost emails. PCS introduced a modern web portal that allows customers to:
- Submit detailed service requests
- Include vehicle data and urgency levels
- Receive real-time updates through email, SMS, and in-portal notifications
An AI-powered dispatch engine automatically assigns jobs based on technician availability, location, and skill set—turning what used to be a bottleneck into a competitive advantage.
2. Intelligent Field Service Mobility
Field technicians are now equipped with a dedicated mobile app built on Dynamics 365 providing access to real-time job details, streamlined route planning and on-site documentation.
Better yet, they can now scan vehicle equipment, track tool usage, and even manage inventory directly from the app— drastically reducing miscommunication and boosting productivity by 30 percent.
3. Automated Invoicing
PCS eliminated the invoicing bottleneck entirely. With automated workflows tied to job completion, technicians now trigger 90 percent of their invoices for automatic creation. Processing time has dropped from days to hours, and admin errors have dropped drastically.
“As soon as the job is finished, the tech presses the button ‘Complete,’ and the invoice is automatically created and sent out,” said IT Director Lydia Prilutskiy.
4. Secure, Scalable Architecture
Built on Microsoft Azure and Cosmos DB, PCS handles high-volume traffic with enterprise-grade security and performance. Azure Entra ID powers secure, role-based access—ensuring the right people have access to the right data, without compromising integrity or compliance.
Protech is now ready for the future. Their new solution is built to handle rapid growth, adapt to evolving customer needs, and integrate new technologies as they emerge.
A True Partnership: JourneyTeam + Protech
Digital transformation isn’t just about software— it’s about people, trust, and collaboration. From day one, JourneyTeam became more than just a technology provider—we became a strategic partner.
The Protech team shared openly about their pain points, their goals, and their vision for the future. We responded with more than technical expertise—we brought a structured, transparent process, consistent communication, and a shared commitment to doing things right.
Check out this video to learn more about how Protech employees and executives are benefitting from the Microsoft implementation and continued work with JourneyTeam.
Protech leadership frequently cited JourneyTeam’s ability to ask the right questions, challenge assumptions, and tailor solutions that truly fit. “JourneyTeam wasn’t just taking orders—they actively listened, questioned our assumptions, and provided thoughtful solutions tailored to our needs,” said Jon Webber, VP of Operations.
Our deep Microsoft expertise helped us design and deliver a solution that was powerful, scalable, and secure—but it was the relationship that ensured it was successful through testing, training, and go-live.
As IT Program Manager Brett Beauchamp put it: “JourneyTeam’s guidance and structure minimized disruption. The transition wasn’t just smooth—it set us up to keep evolving.”
Lessons Learned: Takeaways for Other Service Organizations
Protech’s journey is a powerful example for other businesses navigating digital transformation. Here are a few key takeaways:
- Custom beats cookie-cutter. Off-the-shelf tools often fall short for complex or niche industries. Tailored solutions, like PCS, drive better alignment and adoption.
- Mobile isn’t optional. In industries where work happens on the move, mobile-first design is critical for speed and accuracy.
- Automation drives scalability. If you want to grow without growing headcount, automation must be at the core of your operational design.
- The right partner matters. Working with a team that understands both your industry and your technology stack is essential for success.
What’s Next for Protech?
Protech isn’t done. They continue to refine PCS, add new capabilities, and deepen customer engagement. With Microsoft Dynamics 365 at the core, they’re well-positioned to lead the charge in the evolving automotive service industry.
“The beauty about PCS is that it’s advancing at the same pace as the automotive industry itself,” said Mikrut. “With the technologies we have today, it’s opened our eyes to a world we only thought could be potentially possible.”
