Case Study

HeliMods replaced manual Excel and email-based support with a Dynamics 365–powered customer portal, centralising cases, automating workflows, and enforcing secure document access with watermarking and AI-driven version control.

Summary

HeliMods streamlines support,
and lifts service performance with
Dynamics Customer Service

Key Statistics

100% documents secured

50% faster document preparation

Excel analysis and emails eliminated

24/7 self service customer support

How we delivered it

Focused, iterative delivery approach realising
fast value for Helimods:

Discover

Mapped service workflows, risks, and priorities

Design

Designed secure, scalable customer service
architecture

Pilot

Delivered a working portal and support system in
just weeks

Iterate and Roll Out

Refined workflows, expanded capability, and rolled
out to customers
Technology Stack Icon

Technology Stack

Dynamics 365
Power Pages
SharePoint
Azure
Power Platform

Who

HeliMods, a specialist aerospace
engineering firm delivering helicopter
modifications, parts, and aftermarket
support.

Sector

Aerospace / Engineering / Aviation
Aftermarket Support

Duration

~12–16 weeks from design to pilot
rollout, followed by enhancements and
full customer rollout.
Impact Icon

Impact

HeliMods now delivers faster, more secure support — at scale

Before

  • Support requests were buried in email inboxes
  • Cases were tracked manually in Excel
  • Customers relied on email updates
  • Document preparation was slow and manual
  • IP protection required manual effort

After

  • Customers submit and track support cases through a secure portal
  • Support teams manage requests in a single, structured system
  • Workflows automatically route, notify, and prioritise cases
  • Sensitive documents are automatically watermarked and access-controlled
  • AI extracts metadata and manages document versions

“ The portal gives our customers what they need—secure access to the right documents and clear visibility on requests—while giving our teams the control and insight we lacked.”

- Will, MD, HeliMods

Team

Project Director:

David Lockie

PM/BA:

Madison Steele
(project lead,
customer liaison)

Lead Developer:

Justin Pettet
(3 days/week on-site,
stakeholder workshops)