Endeavour Energy, the second largest state-owned energy corporation in New South Wales, Australia, has selected an enterprise mobility and optimized Workforce Management Platform to play a strategic role in helping it improve productivity, customer service, visibility of field operations and compliance to Service Level Agreements.
Endeavour Energy is responsible for the safe and reliable supply of electricity to 2.1 million people in households and businesses across Sydney's Greater West, Blue Mountains, Southern Highlands, and the Illawarra. The company's mission is to provide safe, reliable, and sustainable customer service and key to this is the performance of its assets and the skilled mobile workforce that maintain them. Following a search for a technology provider that had the solutions and experience to enable and optimize this process, Endeavour Energy selected ClickSoftware's ClickMobile and ClickSchedule solutions.
"Improving the productivity of our field workforce and the quality and efficiency of service we offer to customers is a high priority for Endeavour Energy," said Peter Langdon, General Manager Network Operations. "Central to this objective is implementing field force automation to improve the scheduling of work in the field. Endeavour Energy wanted low cost, proven technology that could be scaled up over time to be implemented for the broad diversity of tasks we perform across our network."
Langdon said ClickSchedule will be used for the challenging task of scheduling field officers across the many varied tasks they can be dispatched to undertake. "Optimizing the efficient use of field officers is essential in our delivery of an efficient service to our customers. ClickSchedule and ClickMobile will eliminate all paper administration for managing the daily work schedule for our field officers and will enable more timely communication between our dispatch centre and field staff."
Langdon said that given the dynamic nature of the field service environment, scheduling will be automatically updated and optimized if a field officer finishes a job either early or late.