Customer Notification Made Easy at a Leading Australian Utility
THE CHALLENGE – Location Errors & Missed Card Drops
A leading utility in Australia with a relentless focus on delivering exceptional service to its 640,000 customers needed a better process for notifying customers in advance of an outage. In alignment with its mission to operate as an “intelligent utility,” a digital solution for managing planned outage notifications made perfect sense. The utility selected MagikMinds Formsz as a framework for the solution.
The utility needed an efficient and effective process for letting customers know about planned outages and complying with regulations. Australian regulatory guidelines require utilities to physically notify consumers at least three days in advance of a planned outage. The utility’s process for dropping cards at the required customer premises was problematic, making it difficult to achieve compliance and minimize customer complaints
Challenges with its existing process included:
Failing to drop cards at all required locations
Failing to identify the right consumer location
No ability to confirm whether all cards had been delivered.
The utility needed a faster, fail-proof process that would ensure all required customers were notified without any error. Workers needed more support locating customers in the field and the utility needed a way to demonstrate compliance with regulations. Formsz provided a solution for both.
Mobile Field Carding App
The Formsz-based app streamlines processes and ensures every required customer gets notified every time. Job tasks from SAP are sent directly to field workers. Workers select a task and navigate to the location. After dropping a card at the customer premise, a timestamp and location are captured, confirming the drop is complete. Any meter location discrepancies are noted in the app and returned as an incident for GIS technicians to investigate and correct.
No customers left behind
Demonstrated regulatory compliance
Fewer customer complaints
Improved GIS data