Fully integrated solution powers an enhanced customer experience

The Challenge

Our client is a leading utilities provider, delivering electricity, gas, and electric vehicle (EV) charging services to customers nationwide. It is operating in an intensely competitive market and at a time of unprecedented change.

The company has over 1,000 employees, 180 of which are field agents travelling around the country installing EV charge points, as well as gas and electricity connections. The scope of the business meant a complex range of work streams, services and customer-facing points. Our client needed a single system to replace multiple systems and processes. Ideally, the system would manage back office and field operations as well as front-facing customer access points. Streamlining these many systems would dramatically reduce complexity, boost efficiencies, and deliver a best-in-class customer experience.

The Solution

Simply Workflow delivered a comprehensive system that included capacity management, health and safety compliance, and job scheduling and assignment. On the front end, the system offered a customer relationship management (CRM) process powering a dedicated customer portal that included appointment booking and notifications.

All back-office functions are delivered via a mobile app that the client’s contractors use out in the field. Each contractor has a separate login and all data is ring-fenced, which means users can only view data directly related to their business. In addition, our client now has the facility to on board contractors onto the Simply Workflow solution and manage activity and performance via real-time data. The Simply Workflow CRM system was integrated into the client’s website API bringing advanced real-time functionality to its customer portal.

The Results

Working directly with Simply Workflow, the power company has achieved tangible benefits. The user-friendly mobile app for installers and contractors has increased productivity by 30%. The online appointment scheduling system, which features real-time availability, has freed up back office staff, allowing for a 50% reduction in the amount of time spent managing customer appointments. Because appointments are linked to real-time data, and automatic scheduling notifications are sent directly to the customer, the company has been able to dramatically reduce missed appointments. This has had a pronounced impact on installers with less time wasted on unfulfilled orders.

Benefits at a glance for our power client

  • All-in-one system: means multiple systems are streamlined into just one, reducing complexity
  • Easy-to-use system available on mobile devices: increased crew productivity by 30%
  • Automatic scheduling system: allows for a 50% reduction in the time spent managing appointments
  • Triggered prompts for installers: enhances health and safety compliance

If these benefits appeal to you and see you would like to see more about how Simply Workflow can help your business click here or contact us today.

Client: Power Company

Business Objective: Enhance the customer experience and increase installer efficiency
Solution: Fully integrated CRM and Field Service Management solution


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