Case Study: MacDonald-Miller Facility Solutions achieves 282% ROI and nearly two-week faster service completion with Microsoft Dynamics 365

Smart-building sweet spot connecting building data with service technicians

MacDonald‑Miller Facility Solutions is a Seattle‑based design‑build contractor specializing in new construction, facility service and maintenance, and smart‑building optimization across 10 locations in the Pacific Northwest. The company struggled with fragmented data and workflows—an underused on‑premise CRM, poor cross‑team visibility, manual field processes, and slow service resolution—that limited lead capture, collaboration, and growth.

MMFS implemented Microsoft Dynamics 365 with Azure IoT Hub and Connected Field Service (partnering with Fine Solutions), trained 146 users, and introduced real‑time sensor and wearable data to shift from reactive to proactive maintenance. The solution cut service completion times by nearly two weeks, enabled managing more buildings without more staff, boosted lead capture and profits, recouped a large share of deployment costs from web leads, and delivered a 282% ROI with an ~8.4‑month payback.

MacDonald-Miller Facility Solutions

Bradd Busick

Chief Information Officer