Professional Services Archives - Amzur Technologies

Services Offered: NetSuite + OpenAir

Industry: Professional Services

Overview

Our client is a leading enterprise performance management (EPM) solutions provider with a strong presence in the MENA region, with subsidiaries in the UAE, Turkey, Egypt, Lebanon, India, and the UK. As the first Oracle Partner in the MENA region to achieve Oracle’s EPM Service Expertise recognition in 2021, our client delivers unparalleled expertise and innovative solutions in the EPM landscape, setting them apart from others in the market. They offer comprehensive advisory, implementation, management, and training services across EPM, business intelligence, analytics, and customer relationship management.

The Challenge

As a rapidly expanding global company, our client faced the common challenges of scaling operations, such as:

Extensive manual work

To manage rapid global growth, they needed to manage multi-currency financials, consolidate reports manually, and accurately track costs across subsidiaries.

Improper project management

Disconnected project management and financial systems led to data inconsistencies, high maintenance efforts, and a constant need to upskill staff, hindering timely decision-making.

Poor visibility

The lack of a centralized data source and visibility into resource availability, forecasting, utilization, and budgets made planning and resource management difficult.

Ineffective operations

Manual inputs slowed billing, forecasting, and revenue recognition, creating inefficiencies, delays, and potential errors.

Team collaboration

Teams in different locations struggled to collaborate effectively, likely due to a lack of integrated tools and processes.
transform the global operations

The Solution

Our team at Amzur closely collaborated with the client to transform its global operations. We tailored a comprehensive solution, encompassing NetSuite and OpenAir implementation, customization, and integration, which helped them transform their accounting, customer relationship management, and professional services functions.

Configured NetSuite to manage multi-currency financials, automate consolidation, and track costs accurately across subsidiaries.

Centralized resource visibility, forecasting, budgeting, and utilization tracking by implementing OpenAir.

Developed custom scripts within OpenAir to prevent resource overbooking, automate compliance, and generate tailored reports.

Integrated NetSuite and OpenAir to provide real-time data to enable comprehensive financial analyses, forecasts, and decision-making insights.

Established seamless data flow between departments by integrating additional systems, such as Salesforce and HRMS.

Successfully migrated historical data to ensure completeness and accuracy within the new system.

Employed a phased implementation approach, promoting smooth onboarding and user adoption to create an efficient way to concentrate on learning, testing, and adapting one module at a time.

Results / Benefits

Achieved streamlined global financial processes with multi-currency handling, automated consolidation, and accurate cost tracking across subsidiaries.

Reduced reliance on manual processes through automation of timesheets, expense tracking, compliance, and reporting, freeing up valuable time.

Centralized resource and project management offers real-time visibility into resource availability, forecasting, utilization, and budgeting.

Automated compliance and simplified tracking reduce administrative burdens and manual effort associated with timesheet and expense management.

Accurate and timely financial reports, budget vs. actual analysis, and profitability insights enable data-driven decision-making, empowering leaders to make strategic decisions that drive growth and profitability.

Seamless data flow between finance, project management, and operations teams enhances cross-team collaboration.

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Professional Services Archives - Amzur Technologies

Services Offered: AI / ML Services

Industry: Professional services

Challenge

A California-based HVAC servicing company was facing a critical challenge as they grappled with the increasing volume of service requests, leading to slow and inefficient technician assignments. Manual review processes conducted by dispatch operators, involving considerations such as technician experience, availability, and proximity to customer locations, proved to be time-consuming, error-prone, and resulted in prolonged service waiting times.
AI-powered

Our Approach

We developed an AI-powered recommendation engine that automates the process of assigning technicians to service requests.The recommendation engine uses a variety of factors to determine the best-suited technician for each request, including:

The recommendation engine was thoughtfully developed as an internal web app, ensuring seamless adoption by the company’s dispatch operators.

Technician’s experience with similar requests

Technician’s previous customers reviews

Technician’s proximity to the customer’s location

Technician’s availability

Deployment

The recommendation engine was developed using the following technologies:

SpaCy: A natural language processing library that was used to extract keywords from service requests

GPS data: Integrated with the company’s GPS IoT platform to find the driving distance of available technicians from the customer’s address

Learning-to-Rank algorithm: Trained on historical data to determine matching scores for available technicians given a service request ID

Flask: A Python microframework used to develop the backend of the recommendation engine

React: A JavaScript library used to develop the frontend of the recommendation engine

Business Impact

The implementation of the recommendation engine has resulted in a number of benefits for the HVAC servicing company, including:

Reduced time to assign technicians

The average time needed to assign a technician to a service request has been reduced by nearly half. This has freed up the company’s dispatch operators to focus on other tasks, such as customer service.

Increased customer satisfaction

The company’s customer satisfaction (NPS) score has increased due to the quicker allotment of technicians, as well as the superior matchmaking in terms of skill set, past experience, and current location of the technician.
Overall, the implementation of the Automated Technician Recommender Platform has been a success for the HVAC servicing company. The recommendation engine has helped the company to improve its efficiency, customer satisfaction, and bottom line.

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