Al Thuriah streamlines Facilities Management with Dynamics 365 Field Service, reducing reactive cases by 48%

Al Thuriah was founded in 1996 as a partnership between Sheikh Majid Bin Hamad Al Qassimi and Engineer Raymond Khouzami. It started as a contracting firm and expanded into real estate development with divisions in properties, construction, interiors, leasing, and facilities management. It has completed over 100 projects, serves more than 150 businesses, and manages over 50 properties.

Addressing operational inefficiencies

Al Thuriah’s Facilities Management Division coordinates with many stakeholders—tenants and owners who submitted service requests, vendors handling maintenance, and internal teams managing operations. Without a robust system to manage its field service operations, there was no clear way to track work progress or share real-time updates. This caused delays in accessing property maintenance status, slowed down task completion, and made it harder to ensure timely service, affecting both efficiency and customer satisfaction.

The company sought a solution to centralize operations, improve maintenance workflows, and provide greater visibility across more than 50 properties. This platform needed to integrate seamlessly with existing systems and support future growth. “On top of integration potential, Microsoft Dynamics 365 Field Service offered robust capabilities for facilities management, work order tracking, and technician performance monitoring,” shares Muhammed Rafeeq, Information Technology Officer at Al Thuriah. “We saw that Dynamics 365 was a scalable platform that would evolve with our growing needs, including plans for client portals and further automation.”

With help from Microsoft Solutions partner Metadata Technologies, Al Thuriah implemented Dynamics 365 Field Service to streamline its daily facilities management operations. Property-xRM, a real estate management solution built on Microsoft Dynamics 365 CE by Metadata Technologies, provided industry-specific customizations, delivering a tailored solution designed to meet the unique needs of real estate operations. Today, teams use a single interface to assign and track work orders, monitor technician performance, and ensure timely task completion. Preventive and reactive maintenance requests are systematically logged and processed, keeping operations smooth. The Power Pages portal provides real-time updates and approvals, reducing reliance on manual communication. Clients can track service requests easily, speeding up response times.

Al Thuriah enhances efficiency by streamlining reporting through the platform. Detailed 150-page reports now take less than two hours to generate, replacing the previous four-to-five-day process. These reports cover property incidents, SLA performance, training logs, and maintenance schedules, providing valuable insights for operational planning. With automated reporting, the company tracks compliance, monitors key performance indicators, and maintains high service standards across its more than 50 properties.

Measuring operational improvements

With Dynamics 365 Field Service in place, Al Thuriah has seen efficiency gains across its daily operations. “The automated work order system ensures that tasks are assigned, tracked, and completed without delays, reducing bottlenecks and improving overall service delivery. As a result, we have cut task completion times by up to 50%, allowing maintenance teams to respond faster and complete jobs more efficiently,” shares Solomon Edward, CAFM Coordinator, Thuriah Facilities Management at Al Thuriah.

The platform has also made preventive maintenance more effective, reducing unexpected breakdowns and emergency repairs. “With better tracking and scheduling, we have seen a 22% improvement in preventive maintenance effectiveness—in other words, 22% more maintenance tasks are being completed on schedule. As a result, reactive maintenance cases—unplanned repairs—have dropped by 48% within just six months, minimizing disruptions and reducing emergency repair costs,” highlights Rami Alul, Operations Manager, Thuriah Facilities Management at Al Thuriah.

Reporting has become significantly faster and more efficient. “Previously, compiling monthly reports took four to five days due to manual data collection and processing. With the new system, teams now generate detailed reports in under two hours,” shares Edward. The ability to consolidate data and make reports more accessible further streamlined decision-making for both operational teams and Al Thuriah’s leadership.

Al Thuriah’s transformation was well received by its employees. “While most digital transformation initiatives have an impact on operations, user adoption across our organization has been quite smooth and staff’s overall feedback has been positive,” remarks Edward. Providing proper training and onboarding to help teams adopt the new platform effectively increased the company’s chances of success. “Real-time visibility into tasks, incidents, and maintenance schedules has improved confidence among internal teams,” Edward adds.

With Power Pages, clients and tenants benefit from a more transparent and seamless process. “Our Power Pages client portal enables our customers to submit requests, track progress, and approve work orders in real time. This enhanced transparency and responsiveness have led to higher client satisfaction,” notes Edward.

Expanding digital capabilities

With its digital transformation well underway, Al Thuriah is looking ahead to further enhance its operations. “We plan to develop a tenant portal to further streamline communication,” Alul says. “We’re also exploring Microsoft’s artificial intelligence (AI) capabilities and Power BI for predictive maintenance and advanced analytics.”

Reflecting on the digital transformation journey, Mohamad Dandan, General Manager, Thuriah Facilities Management at Al Thuriah suggests starting with understanding the unique challenges in operations and opting for solutions, like Dynamics 365, that can grow with the organization. “Collaboration with a partner like Metadata who understands our industry with referenceable customers has also been very helpful. Finally, digital transformation is not a destination, but a journey, so use data and analytics to continuously refine processes and ensure success,” concludes Dandan.

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