Case Studies - Dataco
Headquarters: Calgary, Canada
Sector: Utilities
Function: Work order management
Solution: Dispatch, reporting and tracking for field service work orders
Benefits: Increased efficiency, reduced errors, decreased overtime and back office staff
"Our customers are so happy with how fast we turnaround data to them now. And our field technicians really like how efficient the Flowfinity solution made them and how much it’s cut down on the frustrations of waiting on the phone and not being able to get through."
- Monique Pellerin, Operations Manager, Dataco
Challenge
Dataco Utility Services Ltd. is a contractor that provides metering and disconnection services for major utility companies such as Enmax Power Corporation and BC Hydro. As a supplier of metering services, the primary work is to complete disconnection services for utility company customers who are delinquent on their payment. This requires speed and accuracy to ensure that service orders are correctly issued and acted on in a timely manner.
Dataco also has to report about the status of work orders to its clients daily. The entire system relies on a high degree of coordination and reporting. The challenge was to dispatch fields technicians automatically, to speed up the reporting cycle, and to reduce the workload on the administrative office.
Solution
Flowfinity Actions dispatch console allows Dataco to distribute electronic work orders to the field. The solution is deployed to 15 technicians who receive their work order lists on their smartphones. When the dispatcher adds a new job to a technician's list, the technician receives a message to accept or reject the task. The technician uses a series of simple drop down menus to report on the disconnection services completed with accurate meter readings and exact cut off times. When the technician hits the 'Submit' button, the data is sent to the head office. The administrator exports completed work orders as an Excel spreadsheet to share updates with the clients.
Results
Dataco continues to expand its client base and views Flowfinity as a key to their competitive advantage:
- Field technicians have eliminated their waiting time to get through on phone lines
- Reporting errors were reduced by 30% with a clickable system for inputting data
- Customer service was improved by delivering immediate updates to their client's system – which helped them serve their customers with up-to-the-minute information
- Cost efficiencies were gained by reducing the need for two back office staff positions
- Increase in office morale – a more efficient system meant less stress
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