Energy supplier reinvents field service management amid rising operational demand

Results

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3.5 months from project start to go-live
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Increase in operational efficiency
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Reduction in service delivery times

Applications

FSM: Field Service Management

 

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

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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Navigating an evolving energy landscape with outdated tools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.

 

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THE SOLUTION

Guiding an agile, budget-smart SAM Pro activation

Rather than starting from scratch, the client tapped into an existing, trusted relationship. Having previously partnered with Ondaro for a larger implementation, the client had already experienced the value of Ondaro’s ServiceNow expertise and collaborative approach.

With tight timelines and a lean budget, Ondaro supported the client through a streamlined activation of SAM Pro, focused on outcomes rather than bells and whistles. The implementation emphasized flexibility, rapid enablement, and foundational success:

  • Targeted configuration of SAM Pro to prioritize features most relevant for the client’s audit preparation needs
  • Knowledge sharing and hands-on support to upskill the client’s internal team on effective use and maintenance
  • Rapid deployment timeline aligned to compliance deadlines and operational bandwidth
  • Efficient use of licensing to ensure the long-held investment started generating value

Ondaro’s team focused on providing just the right level of configuration and guidance to empower the client’s own team to take the reins.

The project went live just 3.5 months after kickoff, an impressive timeline given the lean nature of the engagement and the emphasis on internal enablement.

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Managed to the timeline and resources required?
55
Understood your business needs and requirements?
55
Equipped you to manage your ServiceNow applications?
55

 

THE PARTNER EXPERIENCE

Forging a relationship of collaboration and trust

From initial workshops to go-live, the client and Ondaro engaged in an alliance centered on mutual respect and understanding. Ondaro 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 Ondaro not only as a technology provider but also as a trusted partner capable of understanding and addressing complex challenges.

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