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Smart Mobile Workforce – Midsize Software Products Company

6

Years in Electric Utility Service

1K

Employees

125

Customers

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Business Need

  • Repeatable products implementation process
  • End-to-end integration with material inventory, GIS, and time management
  • On-demand training
  • Work order management – eliminate manual processes
  • Workforce schedule and dispatch – eliminate manual processes
  • Eliminate papers/hardcopies
  • Asset management
  • Outage and restoration tracking
  • Customer service representative mobile tool
  • Training

Challenge

  • No integrated platform
  • Work orders weren’t tracked or scheduled promptly
  • There weren’t tools for field workers to complete tasks
  • Assets weren’t tracked or integrated with work orders
  • Duplicate orders
  • Missing orders
  • Asset locations weren’t accurate or updated
  • Field service representatives’ locations not communicated
  • Outage reporting was manual (via phone)
  • Lack of customer engagement
Business Strategy Image
Business Strategy Image

Solution and
Results

  • Implemented work order creation, tracking, and reporting
  • Implemented field service representatives’ tasks assignments
  • Provided online/real time training material (including editing capability)
  • Integrated assets with legacy material inventory repository
  • Implemented field service representatives’ location identification to allow customers/Utility to improve communications and tracking
  • Implemented outage identification (current and future) to provide customers with the ability to report outages
  • Provided customers’ mobile capabilities to communicate with the Utility
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