Case Study: Siemens Smart Infrastructure achieves data-driven field service efficiency with Microsoft Power BI

Siemens Smart Infrastructure reimagines the field service experience for employees, partners, and customers

Siemens Smart Infrastructure, a global division of Siemens serving about 250,000 customers and more than 1,000,000 buildings, needed to modernize and standardize its field service operations to deliver faster service, reduce repeat visits, and empower technicians as customer-facing ambassadors. To achieve a single, data-driven service ecosystem, Siemens chose Microsoft solutions including Microsoft Dynamics 365 Field Service and Dynamics 365 Customer Service, alongside Azure and Microsoft Power BI, and partnered with Avanade for implementation.

Using Dynamics 365 integrated with Azure and Microsoft Power BI for reporting and analytics, Siemens streamlined workflows, improved collaboration, and reduced IT overhead while migrating thousands of users to a unified SaaS platform. The deployment—implemented with Avanade and supported by FastTrack and Microsoft Consulting Services—enabled predictive, condition-based maintenance, cut truck rolls by about 50%, shortened average service calls by roughly 45 minutes, and gave technicians faster ramp-up and better customer insights through Microsoft Power BI dashboards.

Siemens

David Sebastiao

Solution Architect