Their challenge

Veeco Instruments is a global industrial equipment manufacturer that designs and manufactures semiconductor and thin film process equipment for electronic devices.  

Using a cobbled-together system for field service, Veeco struggled with a lack of visibility into data, time-consuming manual processes, and field service inefficiencies. They needed a modern, unified platform that could increase effectiveness, optimize operations, and deploy in less than six months. On top of that, service department workers had no simple way to track the status of part orders or delivery status in their SAP environment.

Veeco was considering SAP and Salesforce, and the sales process was moving quickly. To stand out, Microsoft’s Mohammed Mtimet suggested we complete our value-based strategy engagement, Connected Blueprint™. 

Our solution

Connected Blueprint™ is a quick-hit strategy engagement built on the Microsoft Catalyst framework. This strategic offering helps manufacturers identify opportunities, prioritize projects, and develop an execution plan tied to their P&L and balance sheet. 

With the support of BizApps Presales funding, our industry experts quickly uncovered urgent pain points as well as long-term opportunities to drive measurable improvements. The Connected Blueprint™ for Field Service identified opportunities to: 

With a clear view of the business case and financial outcomes, Veeco decided to go with MCA Connect and Microsoft over SAP and Salesforce.  

To build a modern, unified platform, we’ll implement Dynamics 365 Field Service, Customer Service, and Project Operations with support from Power Platform. This implementation will touch customer sites in 13 countries across Europe, Asia, Africa, and North America. 

“This feels right. Connected Blueprint™ touched on everything and you have captured it all. We talked to a couple of different vendors about their services for the products they offer, and you are the first ones to lay it out this way. Seeing this is very powerful. Wish we had done this 18 months ago.”

Expected Results

• $432k combined annual Dynamics 365 licensing subscriptions  
• Measurable improvements by acting on quick wins, urgent pain points, and long-term opportunities uncovered in Connected Blueprint
• Modern unified platform that will touch customer sites in 13 countries 
• Better first-time fix rates, improved efficiency, clear communication between siloed teams, and more satisfied customers
• Ability to categorize services, order parts, track deliveries, and report to SAP for billing without costly, complex customizations.