Case Studies

Field Force Service Automation

The Client

The client is a leading utility company in the US. It has a number of business units including nuclear and fossil generation, transmission and distribution and non-regulated operations.

Business Needs

Field Service Reps (FSR) of the client were using offline hand-held devices and were able to dispatch orders only during start and end of day leading to delays. The process was inefficient and error-prone with a lot of manual interventions. The client therefore wanted to integrate MDSI's Advantex with Messaging Technology over a wireless network to connect FSRs to the Field Order System in real-time or near real-time. The client also needed a business case for project definition and management.


Rapid acquisition and transfer of the emerging technology was a key challenge. The client had very stringent Service Level Agreement requiring a quick turnaround.

Our Solution

Infosys did a detailed impact analysis of the existing systems and proposed a comprehensive system integration methodology and a phased deployment strategy over a year covering the entire service territory. The key technologies used in the process were MSMQ for integration, UNIX, Advantex, COBOL, DB2, MVS/IBM 3090.


Some of the key benefits achieved were:

  • Improved turnaround time from instant messaging
  • Increased utilization of FSR time
  • Fully integrated system: one system for emergency as well as regular orders
  • Rapid technology transfer of competence in emerging technology
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