Genesis Energy used to have a huge problem with human error and incomplete work orders, but automating work with Field Services System (FSS) is getting the job done much better.
The utility company installed FSS so as to better manage work orders and improve customer service. Every day 1,400 users now log onto the system – and do so over 800 times a day as they create and manage almost 2,500 service requests.
Before FSS, Genesis used a customer asset and billing database to manage work. The trouble was the database was only partially automated and was also inaccessible to third parties. This meant the risk of human error was huge and it was also difficult to ensure work orders were completed properly.
In contrast, FSS uses a web-based workflow engine called Viibe which has been configured to support the specific requirements of Genesis’ 23 different “work types” as they relate to customer installations.
FSS interacts with Genesis’ customer, asset and mapping databases, and is used for all work orders except general faults. Previously, call centre staff, contractors and Genesis’ own staff all used different systems, communicating via phone, fax or email. Now, they all work in FSS, with field staff accessing the system via the web or mobile devices. This means 60% of work orders can now be completed automatically.
The potential for human error has been greatly reduced as all staff and partners now use a single application, which has full visibility, in real time. Complaints concerning field services have also almost halved, says Genesis.
Genesis now plans to extend FSS further.