sikorsky logo

 

Sikorsky:
Digital Field Service Representative

 

In collaboration with Sikorsky, we created a solution to digitalize field service for smarter and trouble-free operations.

 DFSR button

 

dfsr-2 ipad
The Challenge

How can data and operations move together in the field?

 

Sikorsky’s global field service teams faced the task of supporting a diverse fleet of helicopters spread across multiple continents, often operating in remote or restricted environments where real-time connectivity was limited. Traditional tools relied heavily on manual data entry, disconnected systems, and slow communication channels, leading to delays in reporting and action, reduced visibility into maintenance needs, and higher risks of errors.

The challenge was clear: field personnel needed a modern, mobile solution that could securely connect them to their core systems, speed up data exchange with the Customer Care Center, and provide accurate situational awareness in any location. In doing so, Sikorsky aimed to shorten response times, improve maintenance efficiency, and strengthen customer trust, while ensuring compliance with aerospace operating standards and data security protocols.

blue screen

 

 

 

 

 

 

 

 

 

 

 

dfsr-1 ipad
The Solution

Digital Field Service Representative (DFSR) for trouble-free operations

 

In response to these challenges, Empact defined and created Digital Field Service Representative (DFSR), a dedicated mobile solution built specifically for field and commercial service operations. The platform allows Sikorsky’s field teams to access critical maintenance data via tablet or smartphone, even in areas with limited or no continuous connectivity. As soon as connectivity is restored, DFSR seamlessly syncs data, enabling near-real-time updates to Microsoft Dynamics 365 CRM and other enterprise systems.

The solution also delivers live, mobile access to aircraft-specific documentation and defect tracking tools, integrated communication channels to the Customer Care Center, and streamlined forms for reporting observations and task completion. By consolidating data workflows and connecting field operatives directly to the core operational infrastructure, DFSR supports faster decision-making and operational updates.

blue screen

Want the full DFSR overview? 

 

Read more on our solution to explore all features, integrations, and deployment options. 

DFSR Button white

Want the full AMMS overview?

 

Download the detailed brochure to explore all features, integrations, and deployment options. 

 

Download brochure mobile button

 

The Outcome

Digital connectivity on the field

 

The implementation of DFSR marked a relevant improvement in Sikorsky’s global support operations. Together with Sikorsky, Empact defined and created a solution that makes Sikorsky’s Commercial FSRs better prepared and offers the possibility to offload data on-site, making operations trouble-free. Now information is accessible near the aircraft and customers: The DFSR allows Sikorsky's commercial DSRs to connect via tablet and phone directly to their Commercial Customer Care Center and submit technical information into Microsoft Dynamics CRM, expediting communication and responsiveness with Sikorsky's U.S.-based Center.

The platform provides employees with the ability to access and process data, and it builds trust between customers and the aircraft. Field teams can transmit technical information more swiftly and accurately, reducing turnaround times and improving customer responsiveness. Reliable data synchronization and streamlined workflows have dramatically improved decision-making, while closer integration with enterprise systems has enhanced operational transparency and overall readiness.

By digitizing field service workflows with Empact, Sikorsky has significantly strengthened the connection between field personnel and customer support, reduced manual error and rework, and created a platform for continuous innovation. The result is a leap in operational efficiency, faster incident resolution, and stronger relationships with commercial customers. This collaboration positions both Empact and Sikorsky at the forefront of digital aviation support services.

The Benefits

DFSR, connecting field personnel and headquarters to simplify maintenance and data workflows.

Icon Data

Streamlined Operations

Faster, more efficient field workflows and task management

Icon Paper

Consistent Data

Accurate, synchronized information across systems worldwide

Icon time

Real-Time Connectivity

Immediate updates between field teams and operational center

Featured icon warning

Improved Readiness

Simplified reporting boosts aircraft availability and reliability

Trouble-Free Operations

 
Together with Sikorsky, Empact defined and created a solution that makes Sikorsky’s Commercial FSRs better prepared and offers the possibility to offload data on-site, making operations trouble-free. Now information is accessible near the aircraft and customers.
FSRHangarPhones

Empact helped Sikorsky with

1
 
 
The solution optimizes communications, safety, and digital processes for Field Service Representatives (FSRs) to complement their existing laptop solution.
2

DFSR helps streamline the data exchange with the deployed Commercial Field Service Representatives supporting aircraft throughout the world.

3

A uniform communication platform with the operational center. The solution provides a fast overview of the situation related to an airport or an aircraft.

4

The platform offers a quick option of adding personal notes related to the operator or aircraft, creating efficient procedures and reporting.

Digital Connectivity

 
The new Digital Field Service Representative allows Sikorsky’s Commercial FSRs to connect via tablet and phone directly to their Commercial Customer Care Center and submit technical information into Microsoft Dynamics CRM, expediting communication and responsiveness with Sikorsky’s U.S-based Customer Care Center. The platform provides employees with the ability to access and process data, and it builds trust between customers and the aircraft. It also fuels growth and creates competitive advantages for Sikorsky.
dfsr-1

"This toolset allows our reps to support and send information back to Sikorsky from the shadow of the aircraft, shortening the time between problem discovery and resolution."

Simon Gharibian, Director, Lockheed Martin

quotation marks
The Customer

Lockheed Martin is the world’s largest supplier in the defence industry with +100.000 employees

 

With a annual turnover of over 300 billion DKK. As solutions partner to Sikorsky, a Lockheed Martin company, Empact has delivered a digital workplace solution to their employees.

Read more >
Website media (72)

View all cases buttonMore Customer Cases 

Read more about our customer, cases and solutions put into practice

 

Lockheed Martin

In collaboration with Lockheed Martin, Empact has developed a seamless digital platform empowering maintainers and stakeholders to optimize workflows across all maintenance operations.

Discover >

Sikorsky

Empact and Sikorsky, a Lockheed Martin company, partnered on a five-year project, delivering an innovative mobile solution for Digital Field Service Representatives supporting Sikorsky's global helicopter customers.

Discover >