The digital revolution is coming to the power and utility industry. IoT, Digital customer journeys, renewables, smart grids, and more demand new online capabilities and are triggering new business models that quickly change in the face of competition. With the evolution of today’s energy market, utilities must be prepared to reinvent themselves.
Customers want transparency and end-to-end digital journeys - focus on delivering outstanding customer experiences and growing customer lifetime value. Tailor field experiences to the customer need and preferences by making relevant information on customer persona, available service offerings, and on-going campaigns accessible across the customer journey. Enable customers to receive comprehensive job information, self-schedule, and communicate with the service provider
Improve work and resource scheduling - inadequate planning and scheduling lead to unnecessary downtime and scheduling gaps. Instead of increasing field workforce size, it is important to map the workforce appropriately to the right type of work. Mapping the right skills to the right job will increase productivity, consistency, and control over work; in addition, scheduling the right resources will increase utilization and reduce downtime.
Improve service responsiveness- baby boomers are retiring, skilled craft workers are in short supply, and human resources in the workforce are a growing issue for the power and utility industry management. In addition, seasons or weather may cause an increase in demand. Using contractors in addition to employed field workers allows to fill the gap and scale quickly to meet demand. Deploying a blended workforce enables P&U organizations to become genuinely agile, ready for an uncertain future.
Reduce risk, improve job status and visibility - a majority of field workers/technicians are always on the move and highly distributed because assets geographically dispersed, labor-intensive to track and maintain. Leveraging a mobile app with built-in tracking and built-in task management to keep track of their location, tasks and progress reduces risk and increases visibility. Mobile apps also eliminate dependence on paper-based approach and manual routing of information to reduce unnecessary errors, inefficiency, and costs.