Engineering 99% Accuracy for a Global Manufacturer’s On-Call Rotations
Client Overview
A global manufacturer of high-performance materials, with teams operating across multiple regions and time zones. Given the scale and continuity of its production environment, they require round-the-clock operational coverage to maintain stability.
But on-call rotations were managed manually. Schedules were out of sync, and leaders had no simple way to see who was on call, now or next. Indium partnered with the client to fix this through a hyperautomation-led way of working that could scale with the business.
Understanding the Challenges of On-Call Operations
Before applying hyperautomation, Indium spent time understanding how on-call rotations actually worked in practice, not how they were supposed to work. This meant digging into employee on-call assignments, rotation rules, team membership changes, and where manual judgment was being applied.
Our intelligent automation team worked closely with business users to map the end-to-end flow, identify the sources of errors and overlaps, and understand the visibility leaders truly needed.
Only after aligning on how the process should work did we begin applying hyperautomation to improve it.
Setting Clear Expectations and Establishing the Capabilities
With a shared understanding of the existing on-call process, the client articulated clear requirements to remove manual steps and bring consistency to how on-call coverage was managed.
Automate the creation of Shifts in Microsoft Teams for specific teams.
Automatically replace employees who moved out of teams using configurable details.
Create shifts weeks in advance with notifications for every rotation change.
Provide a real-time dashboard showing on-call members across a three-month future window and enable identification of members for any past shift.
Eliminating Manual On-Call Coordination Using Power Automate & O365
Rather than layering automation on top of manual work, Indium used hyperautomation to redesign on-call scheduling end to end, running it as a single connected flow.
Shifts That Create Themselves
Automated flows create on-call shifts directly in Microsoft Teams, eliminating manual scheduling and the need to reconfigure every rotation.
Rotations That Follow the Rules
On-call schedules run on predefined recurrence criteria and provide consistent rotations without relying on reminders or manual coordination.
Teams Stay in Sync Automatically
Team structures and member details are read from centralized O365 configuration lists. Schedules are aligned with real team composition.
On-Call Groups That Update in Real Time
O365 on-call rotation groups are updated automatically as employees move in or out, eliminating outdated coverage and manual corrections.
Communication Built into the Process
Bi-weekly email notifications share upcoming shift schedules, while real-time alerts notify teams when shifts or group memberships change.
Visibility Across Teams and Time
A centralized dashboard provides a monthly view of on-call data across multiple teams, with a rolling three-month forward perspective.
Bringing Order to Fragmented On-Call Rotations with 99% Accuracy
With the on-call process stabilized and automated, the organization was able to move beyond day-to-day coordination and focus on keeping operations consistently covered.
85% Less Manual Effort in On-Call Scheduling
What once required repeated manual setup and corrections now runs automatically, freeing teams to focus on operational work instead of schedule management.
99% Accuracy in On-Call Coverage
On-call assignments consistently reflect the right team members for the right teams. Automated updates and rule-based rotations removed overlaps and errors.
Modernized Employee Experience
Teams became more productive, employees had a smoother rotation experience, and leaders made faster decisions as on-call operations scaled.
Designed to Support Change
The on-call rotation model was built with change in mind. As teams expand or additional rotations are required, the existing automated flows continue to manage schedules, updates, and visibility through configuration.
This happens without reintroducing manual coordination. The same reliable model can run consistently, regardless of scale.
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
