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City of Charlotte Integrates Mobile Workforce Management With CIS to Improve Customer Service, Reduce Cost to Serve
Monday, October 13, 2008
Enterprise Mobile Workforce Management Software Improves Field Tech Productivity by 67 Percent on First Day
ATLANTA, Oct. 13 /PRNewswire/ -- Ventyx(R), the world's largest private
software provider to the energy and utility industry, today announced that the
City of Charlotte has rolled out Ventyx Service Suite
(http://www1.ventyx.com/service-suite/overview.asp ) enterprise mobile
workforce management solution to improve the productivity and efficiency of
its mobile field service workforce. The city implemented a baseline
integration of Service Suite with its existing Ventyx Customer Suite
(http://www1.ventyx.com/customer-suite/overview.asp ) customer information
system (CIS)/billing solution, further automating and optimizing its ability
to serve a growing customer base while streamlining business processes.
(Logo: http://www.newscom.com/cgi-bin/prnh/20080318/CLTU015LOGO )
The City, which provides water, sewer and storm water services to a
population of more than 750,000 in Mecklenburg County, North Carolina, has
integrated the solutions to take advantage of enhanced functionality in the
areas of usability and improved communication between customer service
representatives and service technicians in the field. The integration further
improved inefficient processes related to scheduling, distributing and working
service order requests -- including closing service orders in the field and
automatically updating the customer billing record. Furthermore, because the
City implemented a baseline integration from Ventyx, future enhancements to
either solution can easily be incorporated without requiring costly custom
integration development.
Combining mobile workforce management with the utility's CIS has already
yielded improved levels of customer service while also significantly reducing
the costs of service delivery. "We have experienced tremendous improvements
by utilizing Service Suite, with unprecedented levels of productivity from our
dispatchers and field technicians," said Chip Harris, Business Systems
Division Manager with the City of Charlotte. "Previously, on a good day we
would complete around 300 service orders. On the first day with Service Suite,
we completed more than 500 orders -- an increase in productivity of 67
percent!"
The Service Suite system is also helping the City's field techs utilize
their time to execute the orders much more efficiently. According to Harris,
"Before, the techs could spend an hour to an hour and a half in the office
waiting for paper service orders to be prepared for them to go out into the
field. Now, we can get everyone out in the field immediately after they clock
in and gather their equipment. They spend more of their time in the field
completing tasks, which improves employee morale as well as efficiency.
Employees are always happier when they know what they're doing is adding value
to the organization. At the end of the first week, one of the City's techs
said, 'I have my own laptop in my own truck. I feel like I'm in my own office
and really getting some work done!'"
The solution is also positively impacting the city's bottom line.
According to Harris, "We are very confident that our new systems and improved
processes will result in more than $1 million in efficiency improvements
annually once we deploy the solution across all service orders."
Ventyx President and CEO Vince Burkett said, "We are grateful to the City
of Charlotte for allowing Ventyx to partner with them on this very important
initiative. The City of Charlotte is the perfect example of a utility that is
generating new and deeper value by optimizing the various business processes
that drive efficient service delivery -- from the call center to the field to
the monthly billing statement -- through baseline integration of Ventyx
solutions. Our ability to drive this efficiency across the service chain is
why Ventyx holds a large market share in customer and service management with
more than 100 utilities now utilizing our CIS solution and more than 100,000
licensed mobile users of our Service Suite worldwide."
About Service Suite
The Ventyx Service Suite solution for enterprise mobile workforce
management provides a complete infrastructure to efficiently plan, schedule
and execute all types of field work. Service Suite automates the service
workflow end-to-end -- from scheduling and optimization of order assignment,
to dissemination of work to the field, order processing and performance
measurement. Service Suite removes barriers to distributing work across
organizational or geographic boundaries, enabling companies to increase
operational efficiencies and heighten productivity, while optimizing
performance and improving internal controls to reduce costs. The solution
improves customer satisfaction through increased data accuracy, optimized
service delivery and shorter emergency response and resolution times.
About Charlotte Utilities
The largest public water and wastewater utility in the Carolinas,
Charlotte-Mecklenburg Utilities proudly serves more than 750,000 customers in
the City of Charlotte and greater Mecklenburg County -- including the towns of
Matthews, Mint Hill, Pineville, Huntersville, Davidson and Cornelius.
About Ventyx
Ventyx is a leading business solutions provider, delivering asset
management, mobile workforce management, customer care, energy trading and
risk management, energy operations, and energy analytics solutions to more
than 900 energy, utility and communications customers, as well as to
asset-intensive customers in selected commercial markets. With approximately
1,200 employees in more than 20 locations worldwide, Ventyx delivers
best-of-breed business solutions that maximize operational and financial
performance, backed by the industry's deepest available industry-specific
domain expertise. For more information, visit our Website at www.ventyx.com.
Ventyx is a registered trademark of Ventyx Inc. Other company and product
names may be trademarks of the respective companies with which they are
associated.
SOURCE Ventyx
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