INDUSTRY
- Facilities Management
- Energy & Resources
PROJECT TYPE
- Field Service Management Platform
TECHNOLOGIES USED
D365 Field Service
D365Customer Service
Azure
Background
As one of Australia’s largest electricity distributors, Ausgrid manages a vast network of assets and services that keep power flowing to more than 1.8 million customers. To support its field workforce and improve operational visibility across the business, Ausgrid partnered with Velrada and Microsoft to modernise its scheduling, dispatch, and field service operations.
The Challenge
Managing planned maintenance, customer requests, and emergency response activities across multiple disconnected systems made it difficult to coordinate resources, provide accurate updates, and maximise workforce productivity. Ausgrid sought a more connected approach that would give teams a unified view of work, resources, and customer information across the organisation.
Velrada’s Solution
Using Microsoft Dynamics 365 Field Service, Dynamics 365 Customer Service, and Azure, Velrada helped Ausgrid deliver a connected field operations platform with:
- A single view of jobs, resources, and field teams across the network
- Automated scheduling and dispatch processes that reduce manual effort
- Real-time visibility of work status and resource availability
- Mobile-first tools that empower field crews to self-manage and optimise their workloads
- Enhanced customer service through accurate job updates and estimated arrival times
- Improved operational reporting and decision-making through integrated data and analytics
Dynamics 365 gives us a single view of all our work and all our teams in the field, so we can more easily manage tasks such as scheduling and dispatching workers
Will Hozack, Senior Emergency Services Officer, Ausgrid
Outcome & Impact
By integrating Dynamics 365 with Ausgrid’s existing enterprise systems, Velrada helped eliminate data silos and streamline workflows from planning through to job completion. The result is a more connected and responsive operating model that supports both field employees and customer service teams with timely, accurate information.