FAST LEAN SMART / CUSTOMER VOICES
BEST-OF-BREED SCHEDULING, ROUTE PLANNING, AND DISPATCH SOLUTIONS
Requirements:
- Effective scheduling of 230,000 tasks to 750 distribution network field technicians including coordination of complex work orders
- Efficient customer service and scheduling for metering technicians
- SAP integration
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CASE STUDY / ENBW
ENERGY SUPPLIER CHOOSES ONE-STOP-SHOP INTELLIGENT SCHEDULING SOFTWARE
Industry:
UTILITIES AND METERING
Requirements:
- Effective scheduling of 230,000 tasks to 750 distribution network field technicians including coordination of complex work orders
- Efficient customer service and scheduling for metering technicians
- SAP integration
Benefits:
- Significant cost savings
- Improved order fulfillment
- Reliable appointments with customers
Meet the organisation:
enbw.com
EnBW Energie Baden-Württemberg AG, one of the largest energy companies in Germany and Europe, selected FLS VISITOUR to increase the efficiency of its field operations and customer service. Two major areas deployed are the metering division and EnBW Regional AG which maintains and operates electricity distribution grids with a length of 100,000 km covering 19,2002 km.
As part of a programme for next generation workforce management, EnBW Regional AG selected FLS to implement an intelligent scheduling and route optimisation tool. The new workflow was to integrate with an existing SAP environment and enable efficient scheduling of 230,000 task assignments per annum for 750 field technicians.
Today, FLS VISITOUR schedules planned and emergency tasks including complex orders requiring multiple technicians simultaneously, multiple days, split orders, trips to storage depots, specific equipment and vehicles required. Technicians receive tasks on mobile devices and send status messages which trigger the dynamic optimisation of the entire schedule in real-time.
The EU requirement to install Smart Meters in every home and premise is a major customer service undertaking and EnBW AG selected FLS VISITOUR due to its ability to offer valid and cost effective appointments in less than a second whilst carrying out efficient resource planning.
As part of a programme for next generation workforce management, EnBW Regional AG selected FLS to implement an intelligent scheduling and route optimisation tool. The new workflow was to integrate with an existing SAP environment and enable efficient scheduling of 230,000 task assignments per annum for 750 field technicians.
Today, FLS VISITOUR schedules planned and emergency tasks including complex orders requiring multiple technicians simultaneously, multiple days, split orders, trips to storage depots, specific equipment and vehicles required. Technicians receive tasks on mobile devices and send status messages which trigger the dynamic optimisation of the entire schedule in real-time.
The EU requirement to install Smart Meters in every home and premise is a major customer service undertaking and EnBW AG selected FLS VISITOUR due to its ability to offer valid and cost effective appointments in less than a second whilst carrying out efficient resource planning.
THE OUTCOME
By using a comprehensive and intelligent route scheduling system, EnBW was able to create end-to-end digital processes along the entire customer journey and automate internal network processes. This ensures efficiency and 100% transparency of upcoming calls and applied resources. By reducing scheduling complexity and the number of kilometers travelled, it has been possible to minimise costs while maximising sustainability; a key issue for an organisation that encourages the mindful use of resources.
With the flexibility of FLS VISITOUR, EnBW have addressed complex scheduling needs and customer service challenges to perform effective planning whilst achieving major cost savings.