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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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

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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
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Technology Stack

  • Dynamics 365
  • Power Pages
  • SharePoint
  • Azure
  • Power Platform

"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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