Building smarter operations, together
Unisys helps organizations worldwide run more efficiently, serve their stakeholders better, and build lasting operational resilience. Delivering on that takes deep, proven technology partnerships. Salesforce is one of them, working across two strategically important areas of the Unisys business: helping public sector agencies deliver services to citizens, and powering the field operations behind Unisys' global service delivery.
Objectives
Automate and optimize Unisys' global field service support at scale
Modernize citizen-facing permitting and licensing services for government agencies
Equip frontline workers with AI-driven tools that reduce administrative burden and improve first-time fix rates
Solutions
- Architected and delivered Salesforce-based licensing and permitting solutions
- Enabled intelligent scheduling for 7,000+ technicians across 120+ countries using Agentforce Field Service
- Delivered Pre-Work Briefs, Work Plans, Post-Work Summaries, and Automated Validation using Agentforce
1M+
service tickets routed through Salesforce
70%
of appointments auto-scheduled
95%
first-time fix rate
120+
countries in the Unisys field network
Results and benefits
- 1M+ service tickets routed through Salesforce and 70% of field appointments auto-scheduled with no human intervention per year
- 95% first-time fix rate across the Unisys global field services workforce
- Faster permit processing and greater citizen self-service adoption for cross-industry clients
Unisys brings together deep public sector knowledge and Salesforce platform expertise to build solutions that agencies and the citizens they serve can count on.
What the Salesforce partnership delivers
Across both practice areas, the Unisys–Salesforce partnership delivers a consistent set of outcomes:
- Faster, more reliable service: Whether a citizen is tracking a permit application or a client is waiting on a field technician, Salesforce-backed workflows reduce delays, improve transparency, and set clearer expectations.
- Greater operational efficiency: Auto-scheduling, guided checklists, automated documentation, and AI-assisted decision support all reduce the time and effort that staff spend on process overhead, freeing capacity for higher-value work.
- Scalable, secure architecture: Salesforce's enterprise architecture means Unisys can support clients across diverse regulatory environments, geographies, and user volumes without compromising on security or compliance.
- A platform built for what comes next: Salesforce's investment in Agentforce and agentic AI means that Unisys' clients and Unisys' own operations are positioned to benefit from the next generation of automation capabilities as they mature.
“Salesforce gives us the flexibility to manage complex scheduling, and with Agentforce, we anticipate needs, guide technicians in real time, and remove manual effort. The result is faster resolutions, higher first-time fix rates, and better outcomes for our clients.”
A partnership built on results
For organizations looking to modernize services and run smarter, more resilient field operations, Unisys and Salesforce offer a partnership with the depth, scale, and track record to deliver.
