Power BI Profit Lens for Finance, Service & Sales for a national emergency call-and-dispatch operator
Real-time metrics on costs, case resolution and sales pipeline empower finance, customer service and sales to focus on results.
A national emergency call‑and‑dispatch operator needed self‑service analytics for its finance, customer‑service and sales functions—each running on Dynamics 365 Finance & Operations and Dynamics 365 Customer Service/Sales (CRM). By leveraging Microsoft’s native integrations and a governed Power BI platform—for which the analytics lead was overall owner—the organisation now delivers fast, actionable insight without compromising security or control.
Consolidate budget vs. actuals, cost centre and revenue data from Dynamics 365 Finance & Operations using Azure Synapse Analytics
Give customer‑service managers a live view of case volumes, resolution times and SLA attainment across all ticket categories
Provide sales teams with pipeline and training‑service dashboards, all protected by row‑level security
Eliminate manual extracts so analysts could focus on value‑adding investigation rather than data wrangling
We delivered a governed Power BI architecture that transforms Dynamics data into shareable, role-aware insight.
Power BI workspaces structured for Development → Test → Production, mirroring best practice for enterprise governance
Azure Synapse Link for Dynamics 365 moved F&O and CRM data into an Azure Synapse workspace, where it was joined with other cost and operational data and published as a unified semantic model.
Row‑level security rules aligned with finance, customer‑service and sales roles, managed centrally in the Power BI service
Self‑service, responsive reports that non‑technical stakeholders could slice by period, product, customer segment or case category
The result is a single, governed analytics layer that anyone—CFO to service agent—can explore with confidence.
The new platform translates data consolidation into day-to-day business value.
Faster financial decisions – CFOs act on same-day numbers instead of week-old spreadsheets
Customer-service insight – live dashboards highlight backlogs, average resolution times and SLA breaches in real time
40 % less analyst time spent on ad-hoc extracts, redirected to scenario modelling and forecasting
Consistent, governed metrics – everyone uses the same definitions for revenue, utilisation and case-handling KPIs
With governed Power BI at the core, back-office teams now steer profitability, service quality and growth from a single pane of glass.