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.

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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

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.

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Impact

  • Workstreams planned → Customer Service delivered first
  • Excel & email replaced with Dynamics 365 + portal
  • 3 case types supported in portal
  • Document mapping: 3 days → 1.5 days for thousands
  • 100% watermarking applied to sensitive aviation documents

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.

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Engagement Scope

Part of a four-workstream program, with narrowed focus to Customer Service as high priority.

  1. Customer Service
  2. Sharepoint upgrade
  3. Forms upgrade
  4. Project management tooling
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Technology Stack

  • Dynamics 365 Customer Service for centralised case management
  • Power Pages for the customer-facing support portal
  • Power Automate for workflow routing, notifications, and document automation
  • SharePoint for document storage and governance
  • Azure Document Intelligence for AI-driven metadata extraction
  • Azure Functions for automated watermarking and document security
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Services Delivered

  • Discovery and design workshops
  • Dynamics 365 Customer Service implementation
  • Customer-facing portal development with Power Pages
  • Workflow automation with Power Automate
  • Secure document management with SharePoint
  • Azure Document Intelligence for metadata extraction
  • Azure Functions for watermarking and IP security
  • Project management and business analysis

"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

David Lockie

Project Director:

David Lockie

Madison Steele

PM/BA:

Madison Steele

(project lead, customer liaison)

Justin Pettet

Lead Developer:

Justin Pettet

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

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