PPL Electric Utilities has selected the Service Suite enterprise workforce management solution from Ventyx to enhance the efficiency of scheduling, dispatch and wireless communication for its entire field workforce.
PPL Electric Utilities delivers electricity to approximately 1.4 million customers across a 10,000-square-mile area in Central and Eastern Pennsylvania. The utility maintains more than 48,000 miles of transmission and distribution lines across its 29-county service territory and is investing more than $1.4 billion in improvements to its delivery system over the next five years in order to maintain and improve reliability.
As part of its efforts, PPL Electric Utilities is replacing the manual processes it uses to support outage, maintenance and construction work, as well as the disparate software solutions used for service management, with an advanced enterprise workforce management software solution. After researching potential solutions, the company chose Service Suite 8.0 from Ventyx over numerous competitor solutions.
“Our employees work hard to ensure the highest quality service to our customers,” said David G. DeCampli, president of PPL Electric Utilities. “One of the ways we are looking to improve service is by investing in tools our employees can use to do their jobs more efficiently.”
A key priority in selecting a solution was the ability to optimize customer service processes. PPL Electric Utilities has consistently received high marks in independent studies of customer satisfaction and wants a system that will help ensure that field workers arrive at job sites in a timely manner and perform their work as efficiently as possible. Service Suite 8.0 can help them achieve this by providing advanced dispatching features such as street-level routing and map-based graphical displays.
“Leading companies like PPL Electric Utilities understand that a utility’s performance is measured not only by the reliability of its distribution system, but by the satisfaction of its customers,” said Ventyx President and CEO Greg Dukat. “So, like other world-class Ventyx clients, PPL has taken a holistic approach to service -- simultaneously working to optimize customer satisfaction and management of their resources."