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Better customer service through digital surveying and closing with Ideo Mobile Forms.

About Alliander

Alliander is a combination of the companies Liander, Liandon, and Endinet. Together they are responsible for the energy distribution in large parts of The Netherlands. Furthermore, they are THE expert where it concerns complex private energy grids and installations. Liander provides gas and electricity to 2,9 million clients in the provinces Gelderland, Noord-Holland, Friesland, Flevoland, and Zuid-Holland. The network is constantly being maintained, improved, expanded, and adjusted.

The Challenge

Liander as supplier is also responsible for connecting and disconnecting clients as well as surveying meters for third parties. Liander’s Client and Service field representatives are responsible for surveying and disconnecting meters. Subsequently, the entered data is processed by backoffice and in case requested any feedback is related to a direct internal client or third party. These exchanges of data are currently done on paper and are registered in multiple non-connected systems. In order to increase efficiency and reduce any chance of human error this process needs to be digitalised.

The excellent collaboration between Ideo and Alliander’s business and functional experts is the reason this project was realised on time and within budget.

Selected Solution

The survey and disconnect requests are now automatically displayed on the two process streams Disconnect and Survey. Disconnect requests are passed on from the administrative package COLT to SAP CS and survey requests come from the client contact administration in SAP CRM.

A standard connection between SAP CS and ClickSchedule allows for diverse job tickets to be planned collectively from one central point in the planning package ClickSchedule. The planned survey and disconnect jobs are processed digitally using Ideo Mobile Forms, IMF in short.

Previously, field representatives carried out a request using a paper form, e-mail, and copies of local photos to the server. Now a field representative can carry out his/her job on his/her tablet in the field. The field representative can easily and step by step walk through the digital disconnection or survey and records meters reading and any activities that have been carried out. Upon closing the representative adds a number of photographs of the current situation at the scene. The utilisation of IMF is responsible for the improvement of regulation, recording, analysis, and follow through of disconnects and surveys. Furthermore, the field representative can do his/her job in a user-friendly manner and can add photographs of the situation to the proper job. These photos are subsequently automatically recorded in the document management system.

Ideo’s product IMF was chosen as the SAP CS backend process can act like a blackbox in that situation, which allows disconnections to be entered and returned through COLT. Exchanging data already existed for other types of orders using SAP CRM. The mobile application IMF, based on SAP Mobile Platform, seamlessly connects to SAP CS with an integration to ClickSchedule. Furthermore, IMF makes sure that field representatives can do both disconnect as well as survey jobs on one mobile application.

SAP CS for Disconnect and Survey as well as Ideo’s product IMF have been implemented in Alliander. It is all down to a close collaboration with business and functional experts to map any demands, desires, and a division of labour. This ensures a swift completion of the IMF product. The close collaboration made sure that the desired client specific functionalities were achieved.

The excellent collaboration between Ideo and Alliander’s business and functional experts is the reason this project was realised on time and within budget.

Result and Advantages

  • The digitalisation of the disconnect and survey process ensures that feedback on the results can be provided more readily.
  • There is no more chance of human error when transcribing data.
  • The quality of the delivered work and the throughput time are improved.
  • Client satisfaction is increased.

Facts

Client: Alliander

Utilised solutions:

  • ClickSchedule
  • SAP CS
  • Document Management System
  • Ideo’s Mobile Forms

Project lead time: The starting date was June 2013 and the Go-live was 15 December 2013. During this period the adjustment of SAP CS was realised as well as the installation of the complete required mobile landscape including the roll-out on the mobile devices.

 

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