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Savelys, a branch of global utility GDF Suez, was managing service calls through an inefficient process, and partnered with Accenture, Avanade and Microsoft to implement a mobile information system for field technicians.
The project resulted in a substantial reduction in administrative processing time for service-call reports, and a major increase in field-force productivity. The system has helped Savelys strengthen customer relations while improving the reliability, responsiveness, flexibility and traceability of technician service work.
GDF Suez Savelys is a leading heating-systems installation company in France that services a variety of boilers, heat pumps and air-conditioning systems for private homeowners, public-housing agencies and professional building managers.
Savelys’ operations cover the entire country through more than 250 offices, with approximately 3,000 technicians working from service vehicles equipped with hundreds of spare parts.
Each year, technicians from Savelys make approximately 4 million maintenance calls across France to inspect or repair systems. This work was being scheduled and managed through a time-consuming, paper-based process that made it difficult to track work and improve processes.
To streamline this activity, Savelys decided to work with Accenture, Avanade and Microsoft to implement a mobile information system that could support its technicians.
Accenture was responsible for managing the entire end-to-end initiative, which began with a first-hand assessment of the processes involved in the company’s field organization. Drawing on those insights, we then worked closely with Microsoft and Avanade to design and implement a mobile solution. This included handheld computers for field technicians that feed data into a central Microsoft SQL server, which was connected to Savelys’ Oracle enterprise resource planning system.
Accenture also provided training for 3,000 technicians, 1,500 back-office employees and 500 managers. To help smooth the transition, Accenture was responsible for supplying preconfigured handheld computers, and provided equipment maintenance service and technical support during deployment.
The project resulted in a fourfold reduction in administrative processing time for service call reports. Savelys has also seen an increase in field force productivity of 15 to 20 percent, with technicians now performing more maintenance jobs per day. Back-office staff has seen a 75 percent reduction in repetitive, routine tasks such as entering service-call data.
Today, maintenance records and billing are more accurate, and the company is better able to optimize technician work schedules—and adjust them in real time, as needed. Overall, by eliminating paper from its processes, Savelys has strengthened customer relations while improving the reliability, responsiveness, flexibility and traceability of technician service work.
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