Prominent Utility Company

Utility Company Success

A prominent utility company faced challenges in managing its field operations, leading to underutilised technicians and declining customer satisfaction levels... Until they implemented Reach!

The Challenge

The utility company’s primary challenges were inefficient technician scheduling, poor job tracking, and inadequate customer engagement. These issues resulted in longer response times for service requests, underutilisation of the technician workforce, and a decline in customer satisfaction.

The Solution

To address these challenges, the company adopted Reach, a comprehensive field service management tool. Reach’s advanced scheduling capabilities enabled the utility company to deploy technicians more effectively. The platform’s real-time job tracking and customer engagement tools also played a crucial role in transforming their field service operations.

Project Benefits

The company realised several key benefits:

  • Optimised Technician Utilization: Reach’s scheduling tool ensured that technicians were deployed efficiently, reducing idle times.
  • Improved Response Times: Enhanced job tracking and dispatching capabilities led to faster response times for service requests.
  • Increased Customer Satisfaction: With better communication tools, the company could engage customers more effectively, improving service experience and satisfaction.

The Outcome

The adoption of Reach led to a significant improvement in technician utilisation and customer satisfaction. The company reported a marked increase in the number of service requests handled per day and a notable rise in customer satisfaction scores.

Learnings

This case study highlights the importance of efficient scheduling and customer engagement in utility field operations. It shows that investing in a robust field service management system like Reach can lead to substantial improvements in operational efficiency and customer satisfaction. The case underscores the value of technology in transforming traditional service models.

00,000
00,000
00,000
00,000

Case studies

Transforming Solar Installation Processes

National Solar Installation Company

A solar energy company faced challenges scaling its operations due to inefficient project management and customer communication issues.

Revolutionising Facilities Management with Reach

Large Multi-Site FM Organisation

A large facilities management company needed help with the complexities of managing multiple sites with diverse maintenance needs.

Efficient Management in EV Charge Point Installation

Leading EV Charge Point Installer

A leading company specialising in Electric Vehicle (EV) charge point installations faced challenges in managing its rapidly expanding operations across various regions. That's where Reach came in!

Smart Metering Project

Nationwide MOP (MEM) Field Workforce

Before implementing Reach, a large-scale smart metering project faced challenges in deployment efficiency and data accuracy, impacting project timelines and compliance with industry standards.

Utility Company Success

Prominent Utility Company

A prominent utility company faced challenges in managing its field operations, leading to underutilised technicians and declining customer satisfaction levels... Until they implemented Reach!

Solar Installation Efficiency

Leading Solar Installation Company

In the rapidly evolving world of renewable energy, a leading solar installation company faced significant challenges in managing their large-scale projects. Despite a strong market presence, the company struggled with project delays, resource mismanagement, and customer dissatisfaction. That's where Reach came in...