Flowserve’s strategic global IT transformation

With two centuries of operational excellence, Flowserve sees digital transformation as the next chapter in its innovation story. Flowserve's extensive global presence, spanning 50+ global locations and 245+ manufacturing and sales facilities, means technology support must operate consistently across diverse environments. Legacy manufacturing systems require specialized expertise, while modern innovations demand fresh strategies.

With approximately 17,000 employees, partners and contractors requiring dependable technology support, Flowserve needed a partner who could serve as the first touchpoint for all users, allowing the company to concentrate on strategic initiatives.

Since 2004, Unisys has been Flowserve’s trusted digital workplace ally, delivering IT support that spans continents and cultures. This global collaboration blends a multilingual service desk fluent in eight languages, a streamlined ServiceNow multi-tenant platform and skilled support teams stationed at 32 campuses and production facilities.

What makes this partnership tick? It's simple: When Flowserve goes somewhere, Unisys is already there. Technical specialists in every country provide support that understands local contexts and challenges. An engineer working on water systems in Africa receives the same quality of assistance as a team optimizing oil equipment in Texas. Each interaction is designed with cultural nuance and technical precision.

The Unisys approach covers the entire technology life cycle. Field technicians solve hands-on challenges in person, while service desk experts tackle issues through each employee's preferred communication channel. This creates a seamless support experience that mirrors Flowserve's own commitment to quality, where the standard for IT performance matches the precision customers expect from every valve and pump.

Operational efficiency without interruption

Flowserve’s comprehensive support framework delivers real business value where it matters most. Unisys consistently exceeds a target of a 90% first-call resolution rate, an achievement that keeps Flowserve's global workforce productive and focused. By providing predictable IT support costs, Unisys helps Flowserve allocate resources strategically, which is particularly important in an industry where fluctuating oil prices can impact investment decisions.

Balancing innovation with legacy operations

The partnership strikes the critical balance between supporting Flowserve's established systems and enabling new digital capabilities. Service desk solutions clear obstacles from workflows, while field services teams keep physical technology running smoothly. This flexible support adapts to Flowserve's evolving business needs, scaling smoothly across locations and technologies without missing a beat.

A partnership that transcends vendor relationships

What has truly distinguished this collaboration is a depth of integration. “We talk to our Unisys partners, our employees, just like they were Flowserve associates,” explains a former company executive. “They have skin in the game, so to speak.” This level of mutual commitment creates a support experience that feels internal rather than outsourced.

Focusing on strategic priorities

With day-to-day technology concerns managed effectively, Flowserve can direct its attention to big-picture initiatives such as diversifying energy solutions, advancing decarbonization efforts and driving digital innovation. One of its most precious assets, data, receives proper protection and management across global operations, empowering better business decisions and technological advancement.

Building the foundation for continued transformation

As Flowserve continues to advance its business culture and operational approaches, Unisys provides the steady technical foundation that makes change possible. By handling everyday support needs with consistency and care, Unisys creates the space for Flowserve to pursue ambitious long-term goals without technological limitations.