Dublin based Bord Gáis Energy (BGE) is part of the Centrica Group and employees 320 staff in Ireland across four service groups: Energy Commodity, Power Plant Generation, Digital and Technology Services, and Services and Solutions. The Services and Solutions group is comprised of around 80 engineers and 10 administrative support workers.
Suffering from frequent errors and an overall lack in operational efficiency, as well as an absence of overall workforce visibility, the Services and Solutions group adopted Alternative Logic after initially using the system through a 3rd party. It was particularly important for BGE to find a solution which would integrate with their incumbent Customer Care and Billing (CC&B) engine, Oracle.
Alternative Logic’s back office solution, OfficeLogic, interface’s seamlessly with Oracle which is used for the first phase of work scheduling. This allows the back office team to draw down customer job details and to send jobs directly to the engineers’ mobile devices via FieldLogic. When an engineer completes a job the integration then updates Oracle, providing an end-to-end solution.
The seamless integration with Oracle allows work scheduling to be completed through a single interface, simplifying the process for the back office team, reducing errors and ensuring that engineers receive the right jobs in the right order to their mobile devices.
The Alternative Logic solution then collates all live data and provides managers and back office staff with real-time job status visibility and vital service KPIs via the live dashboard, including:
- Number of jobs completed
- Customer promise rate
- Average jobs per day
- No access rate
- First time fix rate
- Average time spent on-site
- Average parts spend
“What impressed us most is the level of support Alternative Logic provided in creating a solution that really works for our business. The simplicity and user-friendliness of both OfficeLogic and FieldLogic means new staff get to grips with the technology very quickly and the reporting is invaluable for our management team.”Gary Griffin, Service Delivery Manager, BGE
effortlessly manage your workforce, wherever they are.
track goods, assets and stock consumption using the latest technologies including RFID.
optimise routes and track journey costs while keeping your operation and customers up to date.
analyse data via integrated reporting and utilise dashboards and wallboards for live performance status.
built to align your business' processes and workflows with best practice while integrating seamlessly with your existing systems.
record and track full customer journeys including complaints, issues and enquiries.