Energy companies have large staffs with personnel expert in maintaining their complex infrastructure. Recent technology advances, like cloud, the Internet of Things (IoT), and artificial intelligence, provide these corporations with opportunities to streamline operations. Here are a few ways that they leverage these enhancements.
Integration with CIS
In the past, energy companies deployed applications in an ad hoc fashion. As a result, workforce management and Customer Information System (CIS) solutions operate as standalone solutions. In most cases, they had duplicate information and procedures that resulted in inefficiencies, so coordinating field service calls was expensive and time-consuming. Tighter integration centralizes maintenance and customer information, so field techs have client information when they need it.
Gain Real Time Visibility
In the past, field technicians worked with outdated information. Increasingly, utilities supply their mobile workforce with real-time data, a change that streamlines workflow. Information flows faster and more efficiently. A work optimization engine assigns each job to the best available technician, showing dispatch and the field techs all current and upcoming assignments. Once the technician is dispatched, the customer is notified via text, phone call, or email. Following the completion of the task, the field worker uses a mobile app to update the job status and includes detailed notes.
This data is then instantly sent to the CIS and dispatchers in real-time. Easy-to-use dashboards allow dispatchers to queue up service requests and transmit all pertinent information to field techs, answering any questions and removing any uncertainties that may arise. These features are especially important whenever utilities encounter catastrophic problems. In that case, decisions have to be made quickly. Through effective task delegation, utility providers identify if they are under or over staffed and adjust as needed. The result can be a 50% reduction in overtime hours because fewer visits and reworks are required.
Clear Staffing Hurdles
Like a growing number of other market sectors, field service faces workforce shortages, Not enough qualified workers are entering the market to replace a wave of retiring veterans. Also with the increasing reliance on technology, employees need a deeper skill set than in the past.
Technology enables these companies to increase worker productivity and get more work done with smaller staffs than in the past. AI offloads many of the routine data entry functions. Augmented Reality is a relatively new tool that helps fill knowledge gaps during troubleshooting. Another tool is digital applications, which give technicians remote access to service records and real-time equipment data. Instant access to information helps inform their decision-making and reduces the need for repeat service, boosting productivity.
Field service is a significant part of energy company operations. Recent technical advances empower them to streamline workflow and deliver real time data. With those capabilities, energy companies operate more efficiently, lower expenses, and improve customer satisfaction.