Case Study: MacDonald‑Miller Facility Solutions achieves proactive, connected field service and first‑time fixes with Microsoft Power BI

Smart-building sweet spot connecting building data with service technicians

MacDonald‑Miller, a large facilities‑services contractor, faced fragmented building systems and a reactive maintenance model where alerts from HVAC, lighting, and other systems didn’t reach technicians until after failure. To modernize operations it adopted a connected‑building approach using ICONICS analytics hosted on Azure and integrated field service tools, and it uses Microsoft Power BI for reporting and dashboards that surface building health and repair history.

The company extended ICONICS with Microsoft Azure IoT and Dynamics 365 for Field Service so alerts automatically create work orders and guide technicians with repair history, parts, and manuals; Microsoft Power BI provides role‑based dashboards for technicians, managers, and customers. The result: faster first‑time fixes, 135 technicians equipped with tablets and wearables, expanded customer reach via lower‑cost Azure hosting, new revenue from proactive service, and average customer energy savings of 10–20% (with MacDonald‑Miller managing about $1M in annual energy‑savings guarantees).

MacDonald-Miller

Bradd Busick

Chief Information Officer