OnStream, a provider of gas and electricity metering solutions to UK energy suppliers, has selected ClickSoftware's ServiceOptimization Suite. The workforce management, customer experience and mobility applications will be used to create a service for the management of traditional meters and the rollout of smart meters in the UK.
OnStream operates in a highly competitive market; crucial to its continuing success is the ability to demonstrate to its energy customers a robust and cost-effective service that has the potential to scale up for the UK smart meter deployment. Following a comprehensive evaluation of the market, the decision was made to replace its outdated mobility applications with ClickSoftware's suite of workforce management and service optimization solutions.
A common customer complaint is the inconvenience of having to wait at home all day for the engineer to arrive. At the same time, a costly situation for the service provider is when the engineer arrives and the customer is not at home. To overcome this challenge, OnStream will implement ClickSoftware's customer experience solution, ClickContact, which will provide narrow appointment slots to customers as well as notifications and reminders through multiple, timely touchpoints including email, voicemail, SMS and online. Should an appointment slot no longer be convenient, the customer can easily reschedule the appointment online or via their mobile device without having to contact the call center. This will result in a significant reduction in inbound call volumes, fewer 'no shows' and higher customer satisfaction levels.
The optimization capabilities of ClickSoftware will allow OnStream to carry out 'dual fuel' intelligent scheduling. This means that instead of having two separate appointments at the same household for gas and electric meters, OnStream will be able to combine the appointments into a single visit.
OnStream will use ClickSoftware's forecasting and planning tools for strategic, operational and tactical planning. The strategic planning will enable operational managers to run contract simulations and 'what if' scenarios, allowing them to accurately map demand levels and capacity. ClickSchedule will automatically optimize the deployment of OnStream's internal engineers and contractors to make sure that the right engineer arrives at the appointed time with the equipment to get the job done first time. ClickAnalyze will provide OnStream with management reporting of operations against Key Performance Indicators (KPIs) both historically and in real-time. This improved visibility will allow scheduling teams and management at OnStream to make better informed decisions that are consistently aligned with the business strategy.
