A large US natural gas distributor sought to boost its service efficiency and allow its customer information systems to provide better service to customers in terms of scheduling and fulfilling appointments. Drawing upon its robust SAP and mobile experience, Accenture helped implement an SAP integrated mobile solution that facilitated auto-scheduling and optimized work assignments. As a result of the successful implementation, the company began meeting 96 percent of its appointments with customers and fulfilling approximately 99 percent of its scheduled work orders. Due to improved service efficiencies, the company was able to reduce service times from 24 hours to two hours in metro areas, commit to four hour appointment windows, and greatly improve its emergency response times.
The client wanted to provide better service to customers in terms of scheduling and committing to four hour appointment windows. This boost to service efficiency demanded increased functionality across:
Existing dispatch and mobile applications.
Customer information systems (CIS) and analytics.
The company embarked on a customer service system (CSS) project to improve customer service, standardize and simplify work processes that could be managed through reporting and analytics, and create a flexible and supportable system architecture.
Accenture helped the gas distributor by leading the CSS project from analysis through design, build, testing, and deployment. The SAP integrated mobile solution comprises the SAP CIS as the central database. It integrates seamlessly with ClickSchedule and Syclo SMART Work Manager Mobile.
Accenture worked with the company to transform business processes related to work scheduling, dispatch, and mobile execution, and help the company optimize scheduling and meet appointments with customers. Accenture also headed up the necessary change management activities for the company.
The design, build and testing phases of the project included such applications as:
SAP Customer Relationship Management and Billing for Utilities©: This SAP CIS system helped standardize and improve the efficiency of the company’s call centers, billing and rates, credit and collections, and sales and marketing.
ClickSchedule and Syclo SMART Work Manager Mobile©: These applications enhanced scheduling, dispatch and device management with mobile functionality and auto-scheduling.
SAP Business Objects and Business Warehouse©: This business intelligence, analytical, reporting and data warehousing solution allowed the company’s data to be extracted from multiple sources and stored in a central repository, providing a clearer, more accurate view of data for reporting and analytical purposes.
With the SAP integrated mobile solution replacing its old scheduling and work order system, the client has been able to:
Meet 96 percent of its appointments with customers.
Fulfill 99 percent of its scheduled work orders.
Reduce service times from 24 hours to two hours in metro areas.
Greatly improve emergency response times.
Optimize work assignments for 800 field technicians via street level routing and work order prioritization.
Commit to four hour appointment windows.
In addition, Accenture’s change management program created a change network of 80 field employees to help support the mobile roll-out across 800 employees in six divisions.
The enhanced scheduling and work order system has improved customer service (as well as increasing employee satisfaction), positioning the gas distributor for high performance.