Faster change request implementation
Accelerated Sales Cycle and Enhanced FSM Efficiency
Redefining FSM:
Adaptability Meets Cost Efficiency
Industry: Energy & Utilities
Technology: ServiceNow FSM
Highlights
Cost optimization per change
Challenge
The customer is the largest energy provider in the CEE region, serving over 3 million customers. The company aims to modernize and digitalize its grid and services, as well as to enhance customer experience through digital transformation.
A key pain point is the administration of their tool and managing change requests. These requests, such as adding a field to the meter readout form, typically take at least 3 months to implement and are costly due to the inability to make changes from an admin/user perspective. The resulting subpar customer experience has been a concern as well, but the high cost of addressing this issue has hindered investment.
The second major obstacle to modernization is the company's outdated field service force that is over 20 years old. It provides poor user experience for the central team, lacks automation and AI-driven dispatch capabilities, and still operates on outdated Motorola devices.
Solution
DIGITALL previously collaborated with the customer on a cybersecurity project. With the help of a proof of concept for the end-to-end meter reading process on ServiceNow, DIGITALL demonstrated the platform's flexibility for creating workflows, extending fields, and organizing the field force. This significantly reduced the time required for change requests, from months to minutes. Furthermore, ServiceNow's out-of-the-box field service management (FSM) capabilities eliminated the need for costly customizations seen in competitor platforms. It is evident, that the new platform's enhanced visibility entirely supports the company's digital transformation goals.
Additionally, DIGITTAL and ServiceNow received a customer request for an option for offline data validation. Following a consultation with the FSM product team, an efficient solution was delivered, demonstrating both vendors' commitment to listening and responding to their customers' unique needs.
The project implementation is still in progress, but the expected outcomes include:
- 140K cost optimization per change request
- 3 to 6 months timesaving on change request implementation
- 500K savings per year, with a break-even point after max. four years
- Improved technician productivity and customer satisfaction
- Enhanced data quality and security
- Future-proof platform that can scale and evolve with their needs
- Improved dispatching functionality
- Route optimization
- Skill matching and skill matrix
- Improved user experience
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