Sikorsky: Empact Digital Field Service

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.

The Solution

Empact Digital Field Service for trouble-free operations

In response to these challenges, Empact defined and created Empact Digital Field Service, 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, Empact Digital Field Service 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, the Digital Field Service supports faster decision-making and operational updates.

The Outcome

Digital connectivity on the field

The implementation of Empact Digital Field Service 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 Digital Field Service 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 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.