From reactive maintenance to coordinated field service.

Regional Utility Provider customer story image — Customer imagery from Defacto’s published story.

65%

Faster service response

50%

Reduced downtime

01 / Customer experience

Situation

A regional utility provider responsible for water supply and wastewater management faced challenges with aging infrastructure, manual processes, and increasing demands.

02 / Customer experience

The challenge

Maintenance triggered only after failures.

Limited scheduling and inefficient routing.

Minimal insights into asset performance.

03 / Customer experience

The solution

Implemented Dynamics 365 Field Service with Power BI and Power Automate to modernize operations.

Field Service — Real-time scheduling and tracking.
Power BI — Insight-driven dashboards.
Power Automate — Automated workflows.

04 / Customer experience

Key outcomes

Improved efficiency in field operations
Better asset reliability via preventive maintenance
Faster reporting and compliance tracking

Read the original customer story ↗

Customer imagery, figures and outcomes from Defacto’s published customer story. Results relate to this engagement.

Planning a similar change?

Connect the request with the work on site.

For a similar field-service initiative, review the full journey from a reported issue to a completed and documented visit. Consider the information available to the scheduler and technician, the constraints on mobile working and the records needed after the visit. Test exceptions such as an unavailable part or a follow-up visit.