All Purpose Pumps: From System Repair to Strategic Technology Partnership
All Purpose Pumps (APP) is a leading Australian provider of water and wastewater pumping solutions, offering design, manufacturing, installation, and servicing for commercial, industrial, and residential applications. With a strong focus on quality, reliability, and innovation, APP supports customers nationwide with end-to-end pumping solutions.
From System Repair to Strategic Technology Partnership
Sognos first partnered with All Purpose Pumps to repair and stabilise their heavily customised Dynamics 365 CRM system, which had become difficult to manage and upgrade. When the time came to transition to the new Unified Interface as part of the 2020 Wave 1 upgrade, the extent of the existing customisations made a direct upgrade risky. Sognos worked closely with APP to deliver a safe, strategic migration path - ensuring minimal disruption and maximum platform stability.
Building on this success, Sognos then implemented Dynamics 365 Field Service, integrated with APP's Sales CRM, to manage day-to-day service and installation operations. This transformation provided APP with complete end-to-end visibility of customers, prospects, and operational activities.
Today, APP's team is able to proactively manage every aspect of customer engagement - from initial sales interactions to post-installation service - with confidence and efficiency.
The Situation
- Discrete systems with no unified view
- Manual and inconsistent processes to create quotes
- Agreements being managed in Excel files
- Running behind schedule for PM jobs
- Quote to Work Order process was not in one system, adding delays, inconsistencies, and inefficiency
The Solution
- Dynamics 365 Field Service deployed on top of their existing Dynamics 365 for Sales solution
- Integration with the back-end inventory system to give dispatchers visibility of van stock and main warehouses
- APP is also in the process of replacing their current ERP with Business Central, with Sognos's support
The Impact
- Single source of truth for information
- Ability to execute end-to-end service process in one system
- Better customer experience
- Agreements helped schedulers to efficiently manage agreements once set up
- Integration with backend system gave right visibility to each department
- Visibility of inventory for technicians and dispatchers