Protech Automotive Solutions isn’t your typical automotive service provider. As the nation’s leading innovator of diagnostic and calibration services for Advanced Driver-Assistance Systems (ADAS), Protech operates at the forefront of automotive technology. ADAS encompasses critical safety features such as lane-keeping, adaptive cruise control, automatic emergency braking, blind-spot detection, and parking assistance—technologies now standard in nearly every new vehicle on the road.
Despite Protech’s technical expertise and expansive fleet of field service vehicles, their internal systems had become unable to accommodate the changing needs of the business, creating operational inefficiencies and barriers to growth. Multiple disconnected channels for service requests, cumbersome manual scheduling, and inefficient invoicing practices led to customer frustration and internal bottlenecks.
Recognizing the urgent need to modernize, Protech partnered with JourneyTeam to implement a comprehensive digital transformation leveraging Microsoft Dynamics 365. This wasn’t merely a systems upgrade, it was a strategic realignment of Protech’s internal infrastructure, enabling the business to rapidly scale, streamline operations, and significantly enhance customer satisfaction.
Bumps in the Road: An Environment in Need of Change
Change is almost always precipitated by challenges, and Protech faced issues that ran the gamut of their operations. Today, operations are highly efficient and streamlined. But let’s look in the rear view mirror first, to set the stage and fully understand the large-scale impact of Protech’s innovative transformation.
Fragmented, Inefficient Service Request Methods
Customers repeatedly voiced frustration, describing Protech as “difficult to schedule.” The root issue lay in multiple disconnected channels for a service request intake—phone calls, emails, and basic web forms— all leading to fragmented communication and redundant data entry.
With 17 employees managing requests across 8 locations, processing demands soared to an unsustainable 6,200 hours monthly, resulting in frequent inaccuracies, and a constant backlog of requests that drove overtime hours out of control.
Outdated, Cumbersome Field Service Systems
Technicians struggled under disjointed systems that lacked integration and mobile capabilities. Scheduling, workload tracking, and location management were entirely manual processes. Limited mobile access meant technicians resorted to emails, texts, or phone calls to report job completions, creating a chaotic workflow with poor visibility and limited real-time data management.
Slow & Inefficient Manual Invoicing
Protech’s invoicing process was significantly delayed, often taking up to two days post-service completion due to manual preparation. This delay was especially problematic since customers frequently relied on timely invoicing to expedite insurance claims. The manual invoicing approach introduced considerable administrative overhead, frequent inaccuracies that caused invoices to be rejected, and a suboptimal customer experience.
Scale of the Challenges
The magnitude of these operational hurdles was substantial, with Protech managing 37,000 service requests daily— a number projected to triple within five years. According to Don Mikrut, VP of Product Development at Protech, “There wasn’t a third-party provider available that had a solution tailored to our business. Instead, we were forced to piece together a patchwork of inadequate solutions, leading to ongoing inefficiencies.”
These pervasive challenges drove Protech to question how they could achieve true operational efficiency. JourneyTeam quickly grasped the complexity and uniqueness of Protech’s operational needs. “Their proactive planning, efficient execution, and consistent communication with key stakeholders stood out distinctly compared to other partners. JourneyTeam’s structured approach significantly minimized disruptions and streamlined our transition to a fully integrated solution,” said Jon Webber, VP of Protech Operations.
Our systems created operational inefficiencies in every area and corner of the business, which made us ask: how can we create operational efficiency?
Jon Webber, Protech VP of Operations
End-to-End Service Management Powered by Microsoft Dynamics 365
In collaboration with JourneyTeam, Protech revolutionized their operations, creating a unified service experience they named Protech Connected Solution (PCS). The comprehensive solution combined Dynamics 365 Field Service and a custom portal using Azure as the backbone to ensure high availability, scalability, and security. Azure Entra ID was used for secure authentication and role-based access control.
Now, requests come through one channel—a portal—and are funneled into a Cosmos database. Cosmos serves as the primary data storage for customer details, service requests, technician assignments and status updates from Dynamics 365 Field Service. The solution also integrates with Protech’s third party applications to pull relevant vehicle information in near real time using robust data validation protocols.
Service Requests Streamlined: An Innovative Intake Portal
PCS revolutionized the customer service request process by centralizing all customer interactions into one intuitive portal. Customers now submit detailed service requests—including vehicle information, issue type, location, and urgency level—through a streamlined interface. Leveraging AI-driven dispatching, service tickets are automatically assigned to field technicians based on real-time availability, expertise, and proximity.
Customers benefit from better case management with clear, proactive communication, receiving instant updates via email, SMS, or portal notifications when their requests are accepted, scheduled, or completed. This simplified and highly efficient process has significantly boosted customer engagement, increased the frequency of service requests, and driven measurable revenue growth.
Webber highlighted the transformative impact of PCS: “The customer portal has propelled our business growth dramatically. Its ease of use encourages more frequent requests, benefiting both our customers—who quickly receive essential services—and our own operational performance through increased revenue.”
Turbocharging Field Operations
JourneyTeam implemented a Mobile Field Service Application built upon Microsoft Dynamics 365 Field Service, revolutionizing day-to-day operations for Protech’s field technicians. The PCS mobile app consolidated previously fragmented processes, significantly reducing reliance on multiple devices and manual communications.
Technicians now have streamlined access to efficient route planning, instant job details, and real-time documentation uploads and job completion tracking, resulting in greatly improved productivity. “PCS has provided essential transparency and route optimization capabilities, significantly enhancing technician productivity and customer satisfaction,” noted Webber.
Additionally, PCS incorporated advanced truck and equipment tracking features, enabling real-time inventory management of vehicles and critical diagnostic equipment. The previously complicated and inefficient asset-tracking process has been simplified, allowing seamless vehicle reassignment and ensuring technicians always have the right resources readily available. The transparency has dramatically reduced asset mismanagement and optimized resource utilization across Protech’s fleet.
Integrated Automated Invoicing
PCS integrated advanced workflow automation to optimize Protech’s invoicing processes. Dynamics 365 automation now generates and sends invoices instantly upon job completion by technicians through the mobile app, reducing processing times from days or hours to almost immediate, substantially enhancing operational efficiency.
The streamlined invoicing process also eliminated end-of-month backlogs, supporting scalable business growth without a substantial increase in administrative overhead. Customers and Protech staff alike experience a simplified, seamless invoicing process, drastically reducing the administrative workload and improving accuracy in billing and accounting tasks.
Now, 90% of our invoices are automated, significantly reducing errors and processing times from hours or even days down to near instantaneous.
Brett Beauchamp, IT Program Manager
Having the automated invoicing system has made the process efficient and straightforward for Protech and its customers, said IT Director Lydia Prilutskiy. “So 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.”
A Strategic Partnership: JourneyTeam’s Key Role
The success of any digital transformation hinges significantly on choosing the right implementation partner. Protech employees emphasized JourneyTeam’s vital role in the successful PCS rollout, highlighting their proactive and collaborative approach.
Employees particularly valued JourneyTeam’s ability to deeply understand Protech’s operational nuances and provide tailored, practical solutions. Mikrut said JourneyTeam stood out because they actively “questioned assumptions” and offered thoughtful recommendations.
Prilutskiy added: “I was especially impressed by JourneyTeam’s deep knowledge and capability with Microsoft Dynamics. Their technical proficiency and meticulous approach ensured a smooth and efficient rollout with minimal disruptions.”
Lessons Learned
Protech’s digital transformation journey offers valuable insights for other businesses considering similar initiatives:
- Understand Your Unique Needs and Goals: Off-the-shelf solutions often fall short for specialized industries. Custom development may be necessary to address specific challenges.
- Prioritize User Experience: Both for customers and employees, an intuitive interface is crucial for adoption and efficiency.
- Integrate Systems: Eliminating data silos and creating a unified ecosystem dramatically improves operational efficiency.
- Leverage Real-Time Data: Access to instant insights enables better decision-making and resource allocation.
- Embrace Mobile Technology: In field service industries, mobile solutions are not just convenient—they’re essential for staying competitive.
- Plan for Scalability: As Protech’s case shows, the ability to handle rapid growth is crucial in dynamic industries.
The Finish Line: Results That Speak Volumes
PCS is a comprehensive solution to a myriad of operational and technical issues. The intelligent, cloud-based portal has significantly enhanced efficiency, streamlined customer service workflows, optimized field operations, and improved customer satisfaction, ultimately giving Protech the ability to scale and future-proof its service operations.
Looking toward the future, Protech is optimistic: “The beauty about PCS is that it already is advancing at that same pace as the rapidly evolving automotive industry,” Mikrut said. With their new digital solution, Protech is well-positioned to handle the projected tripling of service requests over the next five years.
The Road Ahead: A Future of Possibilities
With Microsoft Dynamics 365 at the core, Protech continues its commitment to innovation, continuously enhancing PCS to elevate their customers’ experience as well as their own operational excellence─ all with an eye toward sustained growth and industry leadership.
Protech’s transformation story serves as a blueprint, illustrating the power of targeted digital solutions in revolutionizing traditional industries. By addressing core operational challenges with a tailored, comprehensive digital solution, Protech has not only improved its current operations but has also positioned itself to lead in an increasingly complex and technology-driven automotive service industry.
“With the technologies that we have today, it’s opened our eyes to a world that we only thought could be potentially possible,” Webber said.