December 2011 - Confluence Group mobilizes Denver Water's Customer Service Field group

Submitted by cgadmin on Mon, 01/16/2012 - 16:00

mPlatform: Mobile work management system for water utility field service

In mid-December 2011, Confluence Group brought Denver Water live on an iteration of its mobile work management system. The solution enables the real-time integration of over 70 different work types from Oracle CC&B to the mobile work platform; streamlining a complex manual process heavily reliant on paperwork, extensive radio and cell phone calls.

Now Denver Water's Customer Care and Customer Service Field groups fluidly execute a business process of human and technical services to the benefit of Denver Water's rate payers. When these customers call for assistance, those work transactions are routed to the right technician at the right time. While the reduction of paperwork and the manual processes around this were the primary drivers for the project, the first month of production has underscored other noteworthy benefits:

Remarkable Customer Response Time - In one case, the time it took from a customer call to completion of the field work was just over 8 minutes.

Improved Billing - Because of latency in the read and bill cycle, automated Field Activities used to complete well after a bill had been run for a customer. Now, Denver Water field technicians can be dispatched up to 2 days sooner to perform meter read validations and thereby limit costly re-bill scenarios.

Excellent End-User Adoption - The roll out of any work management system to users with limited or no computer expertise runs an almost paralyzing risk of failure. For Denver Water, however, the field crews participated in the earliest stages of development to assure the user experience on day one was as intuitive as effective.

Reduced Call-Back and Truck Roll - At the fingertips of each field resource is a palate of enterprise data to improve their effectiveness. Fourteen-month water consumption history, complete premise work history, and detailed equipment locations reduce the possibility of delays to service.

An Enterprise Mash-up

The early vision for enterprise data integration and composite applications sought one-way information for customers and executives; from enterprise sales or service applications to portals or other web apps. While these use cases are still in high demand, enriching the execution of key business processes with relevant, non-redundant data is at the heart of our CG Mobility Suite. Our approach extends and leverages your enterprise in an easier-to-use form factor regardless of which system "owns" the data or business logic.

Enterprise Mobility with Immediate Benefits

The initial payback calculations for mobilizing the Customer Service Field work force phased in benefits over the first year. But within 3 weeks of go-live, Denver Water Call Center, Dispatch, and Field operations were significantly improved and the benefits sought were more than fully realized.

For more information on our work at Denver Water, call us today.

Tags:

Mobile