Results
3.5 months from project start to go-live
Results
Increase in operational efficiency
Results
Reduction in service delivery times
Applications
THE CLIENT
Powering a state
This energy supplier manages the flow of electric power to more than 20 million customers. As an independent system operator, the client successfully handles approximately 600,000 megawatt-hours of electricity per day. As part of its continuous improvement ethos, this client sought to optimize its service management processes—a strategic focus that prompted it to collaborate once again with its ServiceNow partner.
“This was a greenfield project utilizing the capabilities of the ServiceNow FSM module. We have begun the second phase of the FSM expansion to establish an additional portal that will greatly enhance the capabilities of the customer experience.”
Client Representative
the challenge
Navigating an evolving energy landscape with outdated tools
The client has an enormous responsibility: managing the flow of electric power to over 20 million customers. External pressures like weather events and customer demands magnify this responsibility.
Despite these high expectations, the client was relying on dated operational models and software platforms, causing inefficiencies and limiting its ability to effectively serve its customers and manage non-IT fieldwork, like inspections. The stakes were high, and the team needed a robust solution to help it swiftly and efficiently manage field operations while delivering an exceptional customer experience to various market participants.
THE SOLUTION
Modernizing field operations through a tailored FSM implementation
After a comprehensive review, the client chose to extend its current ServiceNow Customer Service Management module, with the addition of Field Service Management (FSM). The scope of the project involved the following:
- Platform encryption: Ensured a secure and encrypted environment, safeguarding sensitive customer and operational data
- Work-order management: Automated work-order processes that integrated seamlessly with existing operations
- Dispatch and routing: Created real-time resource tracking, optimized routes, and enabled the efficient dispatch of field agents
- Field agent mobile optimization: Empowered field agents with real-time data and workflow capabilities on their mobile devices
This comprehensive solution addressed the client’s critical needs and acted as the catalyst for an operational transformation.
Managed to the timeline and resources required?
Understood your business needs and requirements?
Equipped you to manage your ServiceNow applications?
THE PARTNER EXPERIENCE
Forging a relationship of collaboration and trust
From initial workshops to go-live, the client and Cask engaged in an alliance centered on mutual respect and understanding. Cask didn’t just bring technical expertise: It provided the client with strategic insights and a roadmap for continuous improvement. The success of the project was highlighted by the timelines maintained, the understanding of the client’s unique business needs, and the collaborative nature of the relationship. The client recognized Cask not only as a technology provider but also as a trusted partner capable of understanding and addressing complex challenges.
Associated resources
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