Field Service Optimisation: Whether it’s fixing and maintaining critical infrastructure components across grids and pipelines or resolving a domestic outage, the field force is a crucial enabler of availability of services and ensuring customer satisfaction. But the costs and complexities of managing the field force are considerable. Complex field force management at scale is a classic use case for intelligent business process automation: by implementing automated case management methodologies, integrating back office and front office systems and ensuring all operatives have access to all the data they need at any location and in real time via apps communicating with cloud-based systems, field force efficiency and effectiveness can be transformed.

Customer Experience: In the battle to acquire and retain customers, ensuring your service agents have accurate and real time 360 degree views of every customer is a critical success factor in delivering outstanding personalised customer service. Energy and utilities businesses will usually already have considerable amounts of data about their customers - but many organisations struggle to extract full value from this data because it is spread across multiple siloed systems and has not been consolidated to give a fully rounded view of each customer. Our data orchestration and integration capabilities can fix this. Then add in smart data analytics and AI to provide your service agents with real time advice on the next best action and you have the perfect platform for upselling, cross selling and ensuring full customer satisfaction.

Insights + Analytics = Right Action: The combination of IoT and AI-driven data analytics can be used to drive performance improvements right across your operations. By using IoT, drones and smart sensors to capture data from all points across the infrastructure you have the raw material that can then be analysed rapidly by AI-driven software to enable your engineers and other operatives to make smart decisions much more quickly. The time consuming and costly ”heavy lifting” of collecting and interpreting data through painstaking analysis has been done for them, enabling them to focus on driving rapid remediation. Whether it’s identifying anomalies requiring investigation, predicting demand surges or seeing that a remote infrastructure component needs preventative maintenance, operational excellence can be significantly heightened.