A global energy company, committed to providing sustainable and innovative solutions in the fields of energy production and services wanted to standardize and modernize their workplace for a hybrid environment and streamline end-to-end field service experience.
Infosys delivered a modernized and differentiated service experience with an engaged and empowered workforce by leveraging the power of D365 Field Service and M365.
Key Challenges
The client had a disjointed landscape with multiple legacy applications that did not facilitate the transition to a hybrid workplace, hampering productivity, employee, and end-user experiences:
- Loss of productivity during harmonization
- Complex IT processes and paucity of digital culture
- Lack of real-time information and absence of mobile support
- Reduced productivity due to manual task allocation
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The Solution
Driving a digital culture shift and enhancing user experience through self-service, self-help, and seamless access
Infosys, in collaboration with Microsoft, successfully delivered a modern hybrid workplace post-merger, by implementing a comprehensive blueprint, encompassing:
- Microsoft Azure Active Directory for identity consolidation
- Windows 11 devices managed through Microsoft Intune for auto- provisioning and self-serviced app distribution
- Zero Trust endpoint security
- User change management
The solution optimized the response rates of field technicians, elevated first-time fix rates, reduced multiple field visits, increased overall productivity, and automated manual processes. Additionally, seamlessly integrated the Field Service module with the legacy ERP system by:
- Introducing a remote assist app for supervising, tracking field visits, and efficient job operations
- Replacing legacy systems with a drag-and-drop interface
- Automating work order scheduling with resource scheduling optimization for enhanced efficiency
Benefits
Successfully implemented a Cloud-first approach, fostering a native working experience that ensures secure and seamless work regardless of location, time, or device.
This transformation drove a digital culture shift, enhancing user experience through self-service, self-help, and seamless access, while simultaneously achieving cost optimization, improved IT efficiency, lower security risks, and efficient license utilization.
Replacement of six disparate systems
20% improvement in first-time fix rates
15% reduction in job aborts
30% reduction in job dispatch efforts leading to considerable time and resource savings
25% increase in on-field execution efficiency with the help of field technical app
40% accelerated time to market leveraging Infosys tools and frameworks
