Field Compliance Training: How Unisys Saved Millions with Skyllful

Summary

Global tech giant with thousands of field engineers, Unisys, needed to solve a costly problem: service appointment data wasn't being captured consistently in their field tools, creating an opportunity to capture additional billable revenue in their field tools, leading to unbilled work and lost revenue. With Skyllful’s Digital Readiness Platform, Unisys increased compliance, enhanced SLA delivery, and improved time to readiness, saving over $1.5M in the process, and all in just the first four months of Skyllful’s deployment.

Unisys Overview

Supporting Critical Work at the Edge of Global Operations

Unisys is a global technology solutions provider, delivering secure, mission-critical services that help businesses and government agencies modernize operations and accelerate digital transformation. Among its core business areas, Unisys has a large-scale field service operation, with more than 7,000 technicians and engineers deployed worldwide.

Collectively, these field teams handle millions of service calls each year, playing a vital role in maintaining and supporting the digital infrastructure of some of the world’s most recognized enterprises and public institutions. From enterprise IT deployments to complex government contracts, Unisys’ frontline professionals are the face of the company in high-pressure, high-stakes environments.

Success in the field depends on more than just technical expertise—it requires precision, consistency, and the ability to navigate complex systems like ServiceNow and Salesforce. Unisys’ field teams don’t just support operations; they enable business continuity, uphold compliance, and shape the customer experience at every touchpoint.

The Challenge

One Missed Click, a Million-Dollar Problem

Unisys manages millions of field calls a year across a global workforce of field engineers (FEs). At this volume, even small workflow optimizations deliver substantial returns. Unisys identified a specific revenue optimization opportunity: when customers missed scheduled appointments, the ServiceNow workflow for logging these no-shows required precise coding. Workflow variations in this one step created substantial margin impact. Standardizing this critical process across the global field workforce required consistent digital adoption and integrated learning tools that matched how field engineers work.

The Human Factor

PowerPoints Don't Build Confidence, Practice Does

Unisys field engineers are experienced problem-solvers who needed training materials designed for how they work—mobile-first, hands-on, and immediately applicable in the field. Unisys likes to hire experienced FEs, so only minimal training on the tradecraft is needed, but the enterprise systems create a gap that is hard to close. A field engineer who used to work for another service provider will know how to change a motherboard, but won’t know how to transact in Unisys’ version of ServiceNow and Salesforce’s FSM systems.

In part of a pilot project with Skyllful, Unisys interviewed their FEs on the existing Unisys training materials. They described the experience as:

“Hard to learn from”
“Not hands-on enough”
“Dry and difficult to visualize”

They also voiced concerns that the training felt unstructured and didn’t reflect the actual workflow of a service call. Many FEs finished their training materials and hadn't soaked in the information. Then in the field, when memory failed them, they would lean on the "dial-a-buddy" method: calling colleagues mid-service to troubleshoot processes in real time. This peer reliance, though resourceful, created inconsistent practices and lost productivity. Implementing Skyllful produced a large realignment for this historic company norm.

The Skyllful Solution

Training That's as Mobile as the Workforce

Skyllful provided on-device, simulation-based training, designed to match real service workflows inside ServiceNow, but existing in a stand-alone mobile app, so the engineers didn’t have to worry about making mistakes. They could walk through their exact workflows, with guided steps and on their own, before ever being in a production environment. It became an intuitive, repeatable way for techs to learn by doing, without risk.

$900,000 Margin Improvement

From reduced SLA misses and better system use

$545,000 in Added Billable Revenue

From consistent and accurate ticket coding

75% Reduction in Training Content Creation Time

Estimated $130,000 in annual savings

Faster Time to Productivity

Less burden on first-line managers, better new hire readiness

Strategic Value Beyond the Field

Better Data Starts at The Frontline

Skyllful didn’t just make training easier, it helped Unisys improve the quality of its data and operational integrity at scale. Every time a technician entered information correctly, it protected the business from a ripple effect of inaccuracies, rework, and missed revenue.

Each correct entry contributed to:

More accurate analytics
Fewer compliance risks
Improved customer billing and satisfaction
A stronger foundation for AI and automation downstream

More than Training, A New Lens on the User Experience

While Skyllful was designed as a technology training and readiness platform, it has quickly become a powerful source of user experience analytics, offering Unisys a level of insight into app usage that even their core enterprise systems, like ServiceNow, don't provide.

Using Skyllful’s built-in analytics, Unisys can:

Identify which specific steps in a workflow are confusing users
Pinpoint friction points that lead to errors or workarounds
Compare behavior across different versions of lessons or updated SOPs
See heat maps and step-level breakdowns that reveal where training and process changes are most needed

“Skyllful gives us the next gen tools to innovate knowledge, readiness and delivery of world class deliverables. Skyllful provides better analytics on how our technicians use ServiceNow than ServiceNow's own reporting tools. This level of granularity allows our team to optimize workflows, drive continuous improvement, and de-risk future updates, not just react to performance issues after the fact.”

Paula Applin
Frontline Business Enablement Lead at Unisys

The Power of Return on Experience

By focusing on the experience of both the technician and the customer, from the moment a service call is initiated to when it’s properly logged and billed, Unisys is capturing value far beyond training completion rates.

Return on Experience (ROE) becomes measurable through:

Higher frontline confidence and autonomy
More consistent and compliant digital workflows
Less rework, better field data, and faster business insights
Stronger outcomes for customers and employees alike

Skyllful has helped Unisys elevate field workforce performance, creating smarter, more resilient service operations.

Looking Ahead

Ongoing Excellence, Not One-Time Adoption

By partnering with Skyllful, Unisys didn’t just fix a short-term compliance issue. They laid the groundwork for long-term digital readiness across a global workforce.

They now treat technology adoption as a continuous commitment, using Skyllful to:

Reinforce key workflows
Train new hires faster
Push updates at scale as tools evolve

Skyllful is proud to support Unisys in delivering smarter, more efficient service, on day one and every day after. Because your tech works best when your people do.

Ready to see how Skyllful could help your business? Get a demo.

Compliance in the Palm of Their Hand:

How Unisys Reclaimed Millions with Skyllful's Field-First Training