Improve efficiency, reliability, and profitability of the service process for any vehicle or equipment

annata365 Service solution

Knowledge drawn from working with leading industry experts along with years of experience in the industry has enabled Annata to offer solutions that optimize business performance for players in the automotive and equipment industries. Built on a powerful Microsoft platform that is easy to configure, extend or connect to the annata365 Service provides rich and extensive support for service processes.

The annata365 Service solution improves efficiency, reliability, and profitability of the service process through advanced support for industry-specific requirements. By ensuring appropriate procedures are followed and the right materials are used according to OEM guidelines, warranties are maintained, and each device will experience increased value with minimal downtime.

annata365 Service supports real-time synchronization with annata365 Finance and Operations out-of-the-box. Replace disconnected, paper-based processes with the solution’s mobile application to bring the benefits of digital transformation to service and inspection professionals.

Field Service app

annata365 Field Service extends tried and true Microsoft business solutions with deep industry specific service capabilities centered around devices that are typically expensive with complex service needs. annata365 Field Service is about servicing every device that the customer operates to minimize downtime, maintain warranty, and maximize the value of each device over its entire life cycle.

The built-in customer-centric solution places the organization at the center of all service interactions, allowing companies to retain loyalty and advocacy of customers. Field service app increases businesses productivity through its tools for automation and delivery of reliable services using advanced analytics, machine learning and IoT capabilities.

Service Center app

The solution is a modern, scalable, cloud-based management solution tailor-made for businesses in this digital age. The Annata solution draws from years of experience and best practice knowledge gained from working with leading industry experts to optimize the business performance of users.

 The Annata automotive platform covers industry specific data and business processes throughout the entire lifecycle of the device and creates a customer centric approach in all areas of the services and maintenance required of devices. This provides a robust foundation for fully integrated solutions that help businesses transform existing operations and processes and embrace new opportunities through technological innovations.


Service order management

Equip mechanics and operators with 360-degree information to detect issues in real-time, troubleshoot issues remotely and resolve problems while keeping customers informed of every interaction of the service.

An interactive schedule board helps dispatchers assign service orders to the best resources based on location, availability, skill set, priority, and so on. The schedule board is extensible and can be used to schedule anything within Dynamics 365 for customer engagement, including service orders, sales orders, projects, and custom entities.

The configuration and tracking of jobs and associated operations during service execution enables more accurate service process guidance and OEM reporting capability when dealing with heavy machines, vehicles, or other complex devices.


Clock in or out of individual jobs in a service order using a simple mobile app. The resulting timesheets can be reviewed and adjusted if needed, and additional entries can be entered on non-service related tasks such as leave, admin work, and so on.

Everything needed for warranty claims can be registered on a service order in the solution’s app. Failure codes, symptom codes, cause codes and resolution codes can be configured and associated with the multi-brand, multi-level branding hierarchy to help users understand which codes apply when and where. Warranty claims can be recorded and associated with a given service order and device.

Business operations such as workshops, field service operations, showrooms or rental depots can be associated with certain service products and booking options. This information helps business to showcase the list of specific offerings that available for the customers in each business. With this capability business can then give power to customer to choose booking options for their specific service products.

To facilitate digital transformation of simple booking processes businesses can maintain a list of available timeslots per business operation. This information can be used to guide customers or service advisors as they look for suitable dates and times at a given business operation which in turn improve turnaround time and boost customer booking.

Locations can be used to indicate where a given device is or has been at a given point in the past, where service is needed, and so on. Locations could have a geofence, which in turn would allow connected devices to be tracked against logical location definitions. Locations help technicians to locate device by indicating the kind of area, job site, building or part of a building the device exist. A list of location contacts helps field mechanics get in touch with the right people for a given purpose.


Service plans can be set up and used to establish and drive scheduled services. Note that the customer engagement part of this is handled with annata365 Service but the service planning engine remains in annata365 Finance and Operations and the end-to-end service plan functionality is powered by those two out of the box applications, coupled with the out-of-the-box dual write integration package.

Service campaigns can be set up to represent OEM recalls, service bulletins or sales-related service campaigns. The solution provides support for service campaign letters and tracked communications with registered owners or custodians to bring applicable devices in for service.

Depending on customer data volume and data quality, custom predictive maintenance models can be developed in Azure ML Services to process the unified Annata device and service information. Resulting service requirements can be traced back to the originating predictive maintenance model. This unified view of service requirements is crucial for ensuring optimal service level and efficient customer engagement.

annata365 Service allows service process configuration to be defined at user and business operation levels. User-defined service order types, job types, groups and so on facilitate process optimization, data consistency and improve business insights.

annata365 Inspections is available as a stand-alone app but is also seamlessly integrated into annata365 Service, both in the unified web client interface, the dedicated mobile apps as well as at the data model level. 


Annata provides dedicated checkpoint types for reading device meters or collecting measurements of given aspects of a device. The data entered is captured as a time series of measurements, enabling analytics over periods of time, across sets of devices, etc. 

Observations represent device related issues that need to be addressed at some point, typically through service work covered by a case and/or service order. Observations can be added at any point during the service process, but typically these result from inspections.

Integration with mobile mechanic app will enable technicians to completes all the different operations for the respective service order like captuing images, audio, and video associated with service work as well as customer and mechanic’s signatures.

Up-to-date inventory on-hand information is available in annata365 Service for selected warehouses and items. This ensures that service mechanics as well as inventory workers always have accurate inventory information throughout the service process with minimum effort and minimum risk of delays or errors.

Service technicians can initiate inventory transfers, book shipments, and receive transfer orders. This results in inventory transfer journal creation and postings in F&O. This ensures that service mechanics as well as inventory workers always have accurate inventory information throughout the service process with minimum effort and minimum risk of delays or errors.

Inventory managers can manage their return orders which is an order that behaves like a negative sales order and is used to process the physical receipt of the returned items. The Returned Sales Order is required to process the customer credit that may be required depending on the outcome of the Return Order.

annata365 Mobile Mechanic is a model-driven Power Apps with offline capabilities, specifically built for service. A key differentiator is that the Annata application reflects the advanced Annata device management, service and inspection capabilities, and does so in an optimized user experience with simplified ways to start/stop tasks, record timesheets, inspections, consume items, symptoms, cause and solution codes, warranty claim information, etc.

With Service center application, businesses will have the power to handle various workshop operations like service offering, booking option and availability of the services offered. A desktop application is also available for the supervisors/managers to manage service requirements, appointment items, item requirements for the services planned. Users of annata365 Service Center application also require Microsoft Dynamics 365 Customer Service license as a base license.

Field Service application helps technicians to manage service orders, get notified on appointment schedules, access device location, navigate using maps and clock in to various operations and utilize materials required using mobile application. With schedule board optimization, Field Service application will minimize travel time and maximize utilization incase of any delays or cancellation of technicians and schedule on priority if any urgent work occurs. A key point to note is that Microsoft Dynamics 365 Field Service base license is required for all the users of annata365 Field service application.

Quickly create new inspections from standard checklists as an integrated part of the service process or as a standalone. Images, audio, and video can be captured during the inspection process and associated with inspection results. Signatures from customers or inspectors.

annata365 Mobile Mechanic and Mobile inspection applications are model-driven Power Apps with offline capabilities. This enables a rich offline experience that helps users stay productive. By using a mobile offline profile, organizations have full control over how much data is available to their offline users and how data is synchronized when they get back online.

Draw from every connected data source to make decisions and have predictions on the next best action. AI and IoT provide access to data such as GPS location, job information, vehicle/device performance, traffic data, route planning, and more.  Interactive dashboards provide overview and tracking of processes at different levels in the organization.

Businesses can simplify procedures such as document exchange among internal and external stakeholders, by reducing administrative tasks needlessly involved in manual handling.  Out of the box signature capability annata365 service solution improved the completion rate of the contracts/agreements.

Built on top of power platform by ensuring strong data security, compliant app management, and transparent data access across all areas of business. It combines low-code application development, workflow automation, AI bot development, and data analytics with broad. With Powe BI, business can create and customize compelling reports on an extensible, scalable, and secure architecture. Using Power apps users can Build low-code solutions to solve business challenges.

Dashboards provide overview and tracking of processes at different levels in the organization. Advanced analytics capabilities will allow organisations to make informed decisions and become more efficient and productive.

Explore other solutions

Latest blog updates

Dive into our latest blog updates to learn more about what's happening in the company and industries.

Hydrogen-powered commercial vehicle purveyors selects Annata to fulfill global scale ambitions

North America

In 2020, Annata was chosen by a heavy truck manufacturer to assist in developing their business processes and the systems required to support them. The company has more than 400 employees to support its rapid growth as a leading automotive innovator in zero-emission vehicles and trucks.

After a rapid and intensive validation cycle, Annata was chosen because of Annata’s 20-year automotive industry experience and extensions to the Microsoft Dynamics platform that formed the basis of the manufacturer’s finance and manufacturing systems.

Designed with cloud scalability and agility built in, the solution covered all critical processes. To ensure a complete and compelling customer experience, Annata’s solution will ensure the organization is well connected to customer behaviors, both pre-and post-sale for years to come.

The company decided to engage in a multi-year partnership with Annata after the success of the solution implementation. Annata provided the manufacturer with industry insights and experience to drive more value in all its business processes.

Annata picked for superior material handling performance by Leading North American equipment dealer

North America

A prominent material handling equipment dealer, with a network spanning over 60 locations across North America, is committed to delivering a comprehensive range of services, including new and used equipment, rentals, parts, service solutions, and training, with a strong emphasis on exceptional customer service.

The collaboration between Annata and Microsoft that led to the successful partnership with the customer was built on a foundation of team expertise and trust, ensuring a strong working relationship.

In their initiative to replace the current system, the company aspired to migrate to a modern, Azure cloud-based platform to optimize their Microsoft Dynamics investment. The primary goals included achieving business transformation, ensuring scalability, and eliminating system performance constraints.

The decision to upgrade to Dynamics 365 stemmed from challenges such as instability, poor performance, and growth limitations experienced in their previous solution installation. 

The overarching objective was to address these issues and enhance the overall efficiency and stability of their operational environment. Annata’s offering stood out with its comprehensive equipment lifecycle functionality, addressing the customer’s specific needs in a tailored manner. System performance and adherence to Independent Software Vendor (ISV) compliance were pivotal aspects that contributed to the decision, assuring the customer of a robust and reliable solution.

Annata’s commitment to ongoing development, reflected in their ecosystem investment and roadmap, aligned well with the customer’s long-term goals. Microsoft’s Proof of Concept (POC) support played a crucial role in demonstrating the capabilities of the proposed Dynamics 365 solution.

The success of the partnership was further cemented by the strong collaboration and partnership ethos shared between Annata and Microsoft, ensuring a holistic and effective approach to meeting the customer’s requirement.

Automotive powerhouse selects A365 for next-level business optimization

North America

A privately-owned enterprise with a significant presence in the automotive industry, operates as a key distributor for a globally recognized automotive brand. As the largest independent distributor for this brand on a global scale, the division serves a network over 150 independent dealerships.

Previously relying on an outdated “Green Screen” system and managing a complex network of around 200 applications, the company recognized the need for a transformative change. The existing system, developed over 25 years, had become inadequate for evolving dealer needs, leading to technical debt rather than delivering value. To address this, the enterprise sought a modern solution to meet the dynamic requirements of the automotive industry and enhance overall operational efficiency. The Microsoft Dynamics 365 and A365 combination were selected to improve forecasting, streamline vehicle ordering processes, and reduce lead times from inspection to final delivery.

The enterprise now leverages the full A365 platform, including warranty management and rental services, to optimize its operations. The pivotal factor in selecting this solution was the ability to offer a platform tailored to the automotive industry, providing comprehensive visibility, management, and controls throughout the entire vehicle lifecycle. This capability formed the cornerstone of a compelling value narrative, resonating strongly with a diverse group of stakeholders.

The decision to choose Microsoft Dynamics and A365 exemplified a strategic approach, wherein technology was prioritized first, aligning subsequently with the market for a systems integrator. This decision underscored the strategic fit of the chosen technology to the specific needs of the enterprise, setting the stage for a successful implementation and business transformation.

Key automotive importer and dealer adopts A365 for comprehensive operational enhancement

Latin America
Importer and dealer

Founded in 1963 in Latin America, this key player in the local automotive industry has solidified its standing among the top groups in the sector. Over six decades, the company has maintained consistent growth, establishing a robust financial foundation.

Central to their success is a commitment to transparent management, enabling them to overcome challenges. The company prioritizes key strategic pillars, including business sustainability, delivering exceptional customer experiences, nurturing a skilled workforce, embracing technology, and forming strategic alliances. These pillars reflect the company’s comprehensive approach to ensuring long-term success and resilience in the dynamic automotive industry.

To enhance their operations, the company opted for Dynamics 365 Finance & Operations combined with A365 and Dynamics 365 Customer Engagement combined with A365. In the evaluation process, various global and regional players were considered, with the chosen combination ultimately selected based on key factors.

The decision to choose this particular combination was influenced by factors such as embracing new technologies for future growth, an abundance of experienced consultants for technology implementation, a holistic solution with cloud hosting and flexible services, and an excellent cost-benefit Total Cost of Ownership (TCO) ratio.

Additionally, the choice of Annata was motivated by their extensive expertise in the automotive sector, a strong market presence, a robust research and development (R&D) plan, and certification capabilities with a cost-effective Total Cost of Ownership (TCO).

This combination of solutions was deemed the optimal choice, aligning with the organization’s strategic goals and ensuring a comprehensive and effective solution for their business needs.

European vehicle manufacturer unlocks competitive edge with Annata


The European automotive manufacturer was increasingly challenged with their internal reliance on their existing systems as they felt that they were losing a competitive edge by not having the ability to benchmark functionality, performance, and cost. 
To address this, they started to investigate adding D365 as a second practice. They, however, soon found a need to bring in the Annata extended solution to fully understand the capabilities of the underlying D365 platform with the vertical extension for their specific business. 

Through the roll-out, the manufacturer was able to move from local, siloed solutions to a common enterprise standard solution which drives down costs, mitigates risks, and improves the customer experience with a consequential uptick in sales. 
In essence, the customer views the solution as providing the systems that run their captive fleet dealers in-country, as well as providing the integration from captive and non-captive dealers into the central solution.

Annata expands Dynamics solution for South African arm of major importer and distributor

South Africa

A South African arm of a major importer and distributor of cars and spare parts was looking to expand the use of the solution into Dynamics 365 Sales. A365 Sales was selected as the preferred industry solution.

The reputation of Annata working with the Microsoft team in South Africa helped to land the deal. The underlying Common Data Model for Automotive was also an important factor in the decision.

The expansion of the use of Dynamics CE for sales was already planned but the business felt that the Annata Sales app would provide ‘out of the box’ functionality and save them a considerable amount of time and effort. The business estimated that implementing the Annata Sales app would save them up to 3 years compared with developing the functionality themselves.

The Annata Sales app provides functionality to handle vehicle configuration, and sales quotations including financing options, trade-ins, test drives, etc.

The Annata Sales app will hopefully be the first of several products that the business will implement. This includes D365 F&O; A365 for Dealer management; Customer service; Annata Dealer portal and; Annata Field Service. The 5-week implementation of the Annata Sales app was another compelling factor.

Japanese multinational automotive manufacturer arm selects Annata to replace existing vehicle division systems

Northwestern Europe

A division of a Japanese multinational automotive manufacturer serving developing markets chose Dynamics 365 + A365 to replace all their current systems for their vehicle division across Africa and selected countries in Latam and Asia. 

The implementation was complex as it involved replacing three heavily customized, on-premise solutions with a standard, (based on a global template), cloud-based offering. The complexity was further increased as the connectivity in some African countries can be intermittent, and delivering a project across many countries requires a great deal of experience and planning.

The solution implemented covered importation, dealerships, aftersales, and service, in addition to rental and fleet in specific markets. The device types cover all vehicles; from motorbikes to cars, lorries, tractors, construction machinery, etc. – and in some markets even boats.

D365 + A365 provided the manufacturer with the confidence that  existing processes would all be supported and that moving to the Azure cloud would drive additional benefits.

Annata brings agility to a Chinese electric vehicle manufacturer

East Asia

The North American arm of a Chinese electric vehicle (EV) manufacturer, with a 450,000-square-foot bus manufacturing and forklift assembly facility, required an agile solution to manage its supply chain, assembly, dealer orders, and post-sales processes for parts, warranty, and dealer management.   

The existing solution was unable to support these business processes cost-effectively with the same flexibility and agility. Annata’s automotive original equipment manufacturer (OEM) experience and track record of successful and agile implementations, particularly in the U.S. market were key to winning against other competitors.  

Key decision makers of the manufacturer were primarily of Chinese descent, with some residing in corporate offices in China. Working with Microsoft China, Annata was able to leverage its insight into Chinese business culture and its relationships with the business’s corporate IT.

Annata’s ability to adjust to an unconventional sales process and accommodation for cultural differences, coupled with an implementation approach and agile solution that could grow with the North American arm, was key to winning the business. 

Swedish commercial vehicle manufacturer partners with Annata to drive the shift towards sustainable transporting


A Swedish trucking manufacturer selects Annata and Dynamics 365 to replace their current wholesale and dealer management systems around the globe. By adding A365 to the Dynamics solution, the company is provided with the comfort to cover almost all its operational processes and drive additional benefits by moving to a cloud-based system.

The company’s primary challenge was that it was dealing with large sets of homegrown solutions and legacy vertical solutions with a separate outdated dealer management system that did not communicate with each other. The current on-premise portfolio needed to be replaced with a standard, cloud-based solution, that covers imports, dealerships, aftersales, and service operations, in addition to its rental and fleet-based markets.

Annata, Microsoft, and the manufacturer worked together to build a golden template and blueprint to be used in future rollouts globally. The solution combination adds future capabilities and support for ML, AI, IoT, and more automated business executions, which will have a positive impact on the ROI.

The manufacturer has transformed its dealer management system, replacing its outdated solutions with Annata’s integrated, cloud-based solution using Microsoft’s infrastructure.

RV manufacturer streamlines business processes with Annata

North America

Annata was chosen as a solutions provider to replace a 20-year-old heavily customized legacy system for an RV manufacturer. The systems in use were not supplying prompt information to the management team and model changes for production were painful to implement. 

The implementation was vital to simplify access to data and increase service levels to its different dealers. The manufacturer selected Annata due to Annata’s global ISV status and strong solution functionalities to manage their critical workload, particularly those that require interaction with their dealer channel.   

Annata’s robust dealer portal solution has improved dealer relationships with a quicker turnaround on warranty claim decisions and processing.

In parallel, the manufacturer can now leverage warranty rules and validations. The dealer portal is a win for the manufacturer in reducing warranty costs while improving dealer and customer relationships.

The manufacturer expects overall improved management reporting for executives and operations. Operational improvements include rationalized bills of materials, costing, and managing production change orders effectively. The manufacturer expects its dealers to have a more efficient process for warranty claims that will result in a reduced payment time, while still preventing fraudulent or duplicate claims.

Swiss agricultural equipment and machinery supplier accelerates cloud migration with Annata

Central Europe

As an existing customer of AX and Annata IDMS on-premise, the Swiss company decided to start its journey to the cloud in early 2020. Annata’s finance and operations solution was the core of the solution proposed to the company.  

Annata’s full suite of capabilities was implemented and included extensive device management functionalities that support the entire lifecycle of a machine encompassing imports, sales, and lifecycle management with service/work order management, warranty handling, parts management, and rental. 

In addition to a proven solution, Annata was the primary choice due to the strongly committed executive management team which is very much supportive of the strategic project goals.

The project enjoys a high focus at the executive management level and is supported by a strong change management approach aiming to avoid unnecessary customizations. 

The industry competence of the Annata implementation team was well equipped to mitigate challenges typically encountered when setting up new customer solutions in replace of their heavy customized “homegrown” solution.

Annata selected to digitally transform distribution channel of agricultural equipment manufacturer

Central Europe

With a primary focus on excellent product quality and outstanding customer service, the equipment manufacturer made a company-wide decision to shift their business process to the cloud using Dynamics 365 and Annata’s Finance & Operations solution. 

The solution was rolled out to several major markets within Europe and the Americas in a span of 3-4 years, before offering the industry template to their independent dealer network. Annata was selected as the preferred industry solution partner to move their on-premise solution within their headquarters to the cloud within three months, utilizing its extensive industry and digital competencies in the Annata team. 

As soon as Annata engaged with the equipment manufacturer, it was clear to them that the industry IP was key to their goal to digitally transform their distribution channel.

Coupled with finance and operations implementation expertise, the equipment manufacturer was confident that D365 with Annata was the best to provide industry knowledge to help them make the right process choices and a full set of industry functionalities around the full lifecycle of their equipment.

Mexican subsidiary of an international motor company implements Annata solutions to modernize business processes

Southern North America

A Mexican subsidiary of an international motor company was utilizing multiple and heavily customized legacy systems which were around 20 years old and did not improve the business. The financial reports generated caused many discrepancies in the business which dampened business decisions. 

The management was looking for an Integrated system that was consistent and easily manageable, in which all users from different departments could manage business processes in a co-dependent and competent manner.  

Annata’s extensive solution provided the Mexican subsidiary with a technology transformation through its transition to digitized workflows.

The new system enabled the company’s dealerships to seamlessly communicate and collaborate with suppliers and service partners, while the company focused on creating an integrated supply chain. 

With Annata’s unified solution, the company benefited from providing accurate, analytical data through the implementation of key functions in cost management, inventory management, warranty management, sales, and service departments. It also provided the company with a range of business data (in real-time) for analysis at a reduced time rate and this provided the organization with major improvements in its management reporting. 

Hydrogen-powered commercial vehicle purveyors selects Annata to fulfill global scale ambitions

North America

In 2020, Annata was chosen by a heavy truck manufacturer to assist in developing their business processes and the systems required to support them. The company has more than 400 employees to support its rapid growth as a leading automotive innovator in zero-emission vehicles and trucks.

After a rapid and intensive validation cycle, Annata was chosen because of Annata’s 20-year automotive industry experience and extensions to the Microsoft Dynamics platform that formed the basis of the manufacturer’s finance and manufacturing systems.

Designed with cloud scalability and agility built in, the solution covered all critical processes. To ensure a complete and compelling customer experience, Annata’s solution will ensure the organization is well connected to customer behaviors, both pre-and post-sale for years to come.

The company decided to engage in a multi-year partnership with Annata after the success of the solution implementation. Annata provided the manufacturer with industry insights and experience to drive more value in all its business processes.

Forestry equipment global manufacturer selects Annata for company-wide digitization


Operating in forestry markets of more than 40 different countries, the manufacturer had an IT landscape that was complex, fragmented, and varied greatly between countries. As part of their future-proofing efforts, they needed a platform to bolster them as they navigated into the future, providing them with the flexibility required to digitize their entire business. 

Annata’s complete set of industry functionalities around the lifecycle of heavy equipment, the strength of the application and platform, as well as in-depth knowledge and vast experience within the industry were reasons why Annata was selected to support them along their transformation journey. 

Annata also displayed strong awareness of future capabilities specific to the manufacturer’s needs aside from proving a strong partnership with Microsoft. 

Annata’s flexibility, scalability, and capabilities to take on the ever-changing environment in the forestry manufacturing industry have since enabled the manufacturer to maintain a competitive edge digitally.