Scottish Water has rolled out new GSM mobile technology to its service engineers and integrated the kit with three legacy systems in a project which has cut costs by 40% and enabled engineers in the field to achieve an 85% resolution rate for customer queries.
The Oracle-based upgrade replaces legacy systems inherited by the utility company during acquisitions, which were supported by paper-based processes.
Scottish Water's call centre staff now have access to integrated account details and scheduling tools that are linked by Cisco remote-access boxes to the company's Vodafone GSM networks. This means that operators can view the electronic diaries of field service engineers and allocate customers two-hour time slots for home visits.
Cheryl Black, Scottish Water's customer service director, said, "We were trying to find a more efficient way of fielding customer enquiries and dispatching field service engineers. Previously it was on standalone systems and paper-based methods and there was no sure process of getting a field worker out and getting feedback."
The new system links the Oracle Teleservice module via the Control Tower scheduling tool so that call centre staff can track customer enquiries via one reference number and see field engineers' diaries to offer a customer a timed appointment.
The company is currently piloting the service with 20 engineers using Panasonic Tough Books and has plans to roll out the system to 250 more staff.
- Field service engineers use GSM-enabled Panasonic Tough Books
- Call centre staff can view electronic diaries of workers in the field and allocate customer appointments
- The system has cut costs by 40% and enabled engineers in the field to resolve 85% of customer queries.