How MCBS streamlined operations with Praxedo & Microsoft Dynamics 365 Business Central

Briefly tell us about your company and what you offer.

At MCBS, we specialize in boiler services, and we’ve been operating for about seven years in Montreal, Quebec. With over 20 years of field experience under my belt, I realized early on that as our company grew, the way we managed operations would need to evolve. Initially, I was the sole technician, but as we expanded to six technicians on the road and three office staff, our previous methods simply weren’t cutting it anymore.

What challenges were you facing before implementing Praxedo?

Before implementing Praxedo, we relied heavily on scattered information—Excel sheets, paper documents, and multiple applications. Everything was essentially in my head. We faced recurring issues with miscommunications on service calls, follow-ups not being completed, and technicians showing up to job sites without the necessary parts. I found myself overwhelmed, constantly putting out fires, and the stress was affecting my personal life. With two young kids at home, I was working late nights and weekends trying to manage everything, which wasn’t sustainable.

The need for a unified system became apparent as errors kept piling up, and I knew something had to change. We started searching for a solution that could provide what I like to call a “single source of truth,” and that’s when we found Praxedo.

Tell us about how you and your team use the product. What is the main problem that Praxedo solves for you?

Praxedo’s field service management solution, combined with the integration to Microsoft Dynamics Business Central, gave us exactly what we needed. One of the most significant problems Praxedo solved for us was giving visibility across the entire workflow—from the moment a customer calls to when the job is completed, invoiced, and the payment is collected. This level of transparency wasn’t possible before. With Praxedo, all that scattered data was centralized and easily accessible to everyone, whether in the office or out in the field.

A standout feature for us was inventory control. One of our biggest issues was technicians arriving on-site without the right parts, which led to delays, additional trips, and wasted hours. Praxedo has a feature that allows our technicians to check their inventory directly from their mobile devices before dispatching. They can see if the required parts are in their truck, and if not, they get an alert and can locate the nearest available inventory. This has drastically reduced the number of service disruptions and increased our efficiency on the road.

Another game-changer has been the Smart Scheduler. Our dispatch team used to spend hours coordinating schedules, often relying on Google Maps to manually plan routes and ensure technicians had the right parts. Now, Praxedo’s Smart Scheduler automates all of that. It considers factors like service locations, available parts, and technician qualifications to optimize routes, which has saved us countless hours of manual work.

Where are you seeing the biggest benefits and results since implementing Praxedo?

The biggest benefit we’ve seen since implementing Praxedo is how it’s relieved the operational bottlenecks we were facing. Before, I was involved in every step of the process—dispatch, service follow-ups, invoicing, and so on. Now, with Praxedo’s seamless integration with our ERP, I can step back, and everything flows smoothly without my constant oversight. It no longer feels like a crisis center, and the team feels more empowered to handle tasks independently.

One of the most measurable results is our increased billable hours. Before Praxedo, we were only billing about 80% of our technicians’ actual work hours. Now, with better scheduling and fewer operational errors, we’re capturing 100% of those hours. The difference is clear on our bottom line, and we’re seeing greater profitability without having to hire additional staff.

What sets Praxedo apart?

What really sets Praxedo apart for us is their willingness to customize the solution to our specific needs. We worked closely with their team to develop specialized checklists and workflows that fit our operations. Their support team was with us every step of the way, helping us tailor the system to our business, and their responsiveness has been nothing short of impressive.

We were part of the early development phase of Praxedo’s integration with Business Central, and the collaboration was incredible. We shared our operational challenges, and they helped us build a solution that not only worked but exceeded our expectations. For example, the two-way communication between the ERP and Praxedo ensures that everything, from quotes to service completion, is streamlined and handled in real-time. This feature alone has been invaluable, as it connects our financial and field operations seamlessly.

Would you recommend Praxedo?

Implementing Praxedo has not only improved our business operations but also reduced the stress on both me and my team. Our technicians are now better equipped, our dispatchers spend less time coordinating, and our back-office processes are more efficient. The system allows us to forecast billable hours, manage inventory, and generate professional reports, which has improved our communication with clients and elevated our service quality.

I would absolutely recommend Praxedo to any company looking to streamline their field service operations. It’s been a transformative tool for MCBS, and I’m confident it could provide the same level of value to other businesses in the field service industry.