December 2011 - Confluence Group mobilizes Denver Water's Customer Service Field group
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:
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.
Benefits in Real Dollars
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.