Workforce Management: Energex Selects Advantex Software To Automate Field Force Operations
Queensland, Australia utility ENERGEX, which services 2.7 million customers, has selected MDSI's Advantex Workforce Management System to optimize its customer service operations. The system will be implemented by software services provider TUSC.
Advantex enables utility companies to keep customer commitments and enhance service delivery while reducing costs and streamlining operations. Through a series of proven processes, Advantex optimally assigns and manages work orders, dispatches work to field technicians, monitors work order progress, responds quickly to changing conditions, and measures overall work performance.
Darryl Steven, Field Force Automation Project Director at ENERGEX, said the new system will streamline the entire way the organisation does business in the field.
"FAA will provide significant logistical advantages in each step of the power network construction, maintenance and restoration process by improving the productivity and efficiency of our field staff through smart job allocation and team dispatching procedures," he said.
"The real winners out of FAA will be 2.7 million people in southeast Queensland supplied electricity by ENERGEX who'll have power-related services tended to sooner."
With Advantex, ENERGEX field technicians will use in-vehicle laptops or PDAs and wireless communications to interact with colleagues and corporate systems. The mobile devices will provide access to mapping software to help technicians find the fastest route from job to job. Using work order software, technicians will be able to capture customer signatures and transmit order completions in real time to an existing customer management system. Dispatchers in the office and Supervisors in the field will monitor and manage work order progress throughout the day.
"We're very happy to be working with TUSC to help ENERGEX take its customer service operations to a higher level of efficiency," said Vince Burkett, President and CEO of MDSI. "The combination of TUSC's world-class service management and our proven Advantex software promises a successful rollout at Energex."
Built on an enterprise-class IT infrastructure, Advantex is proven to be reliable and scalable for more than a hundred MDSI clients around the world including Yorkshire Water, Xcel Energy, Duke Power, American Water and Optus.
About ENERGEX
ENERGEX is a top 100 Australian company, managing sophisticated energy distribution networks and delivering world-class expertise, products and services throughout eastern Australia and in New Zealand. Based in south east Queensland, ENERGEX has a history of more than 80 years of growth, leadership and innovation.
Today, ENERGEX is recognised as one of the nation's leading energy companies. ENERGEX retails and distributes electricity, natural gas, liquefied petroleum gas (LPG) and a comprehensive suite of value-added products and services to more than 1.1 million residential, industrial and commercial customers. At the core of the business are high-performing distribution assets worth more than A$4 billion, the expertise of more than 3,000 employees and a drive to provide customers with energy solutions that are economically, socially and environmentally successful.
About TUSC
Founded in 1981, TUSC is an independent software services company specializing in service management solutions. Service management solutions help companies achieve the goal of end-to-end control and visibility of the services they deliver to customers over their networks. These services include IT, telecommunications, gas, water or electricity. TUSC has achieved an outstanding reputation for consistently delivering complex projects on time, on budget, to specification and to our customers' satisfaction.
TUSC is headquartered in Melbourne, Australia, with offices in Sydney, Brisbane and Adelaide. TUSC customers include some of Australia's leading companies and government departments - Alcatel, Alinta Australia, Amcor Australia, BT Ignite, City West Water, Centrelink, Commonwealth Bank, Department of Infrastructure, ENERGEX, Epic Energy, Goldman Sachs JB Were, Hewlett-Packard, Mobil, Motorola, Origin Energy, South Australia Water, SPAusNet, Simplot, Telstra, University of NSW, United Water, VENCorp and Yarra Valley Water - to name a few. TUSC is part of the Ericsson Group.
About MDSI (www.mdsi.ca)
MDSI is the largest, most successful and experienced provider of mobile workforce management software in the world. MDSI's software improves customer service and reduces operating costs by allowing companies to manage field resources more effectively. Headquartered in Richmond, BC, Canada, MDSI was founded in 1993 and has approximately 300 employees. The company has operations and support offices in the United States, Canada, Europe and Australia.