Aardgas Service North Automates and Accelerates Service Delivery Using OutSystems
Maarssen, The Netherlands - 10 March 2008
OutSystems announces that Aardgas Service North (ASN), a subsidiary of ENECO Energie, has deployed the OutSystems Work Order Management solution to support all service delivery processes, spanning from field work to central management. The new system centralizes all service related information and is available to both office and field employees through web and mobile interfaces.
ASN is a key player in the indoor climate control market in Benelux, with over 25.000 customers. In this extremely competitive business, adopting a customer oriented approach is essential to keep a competitive edge. Companies must streamline their processes to ensure the delivery of high quality and timely services to their customers. To support these processes and provide all company departments with the necessary information in real-time, ASN has deployed the OutSystems Work Order Management (WOM) solution.
The WOM solution provides all employees with up to date information on the entire services delivery process. Service requests are registered by the call center operators, ensuring that all customer contacts are registered centrally and fully traceable. The planning department then uses this information to schedule the field team’s work, ensuring a full resource optimization.
Field workers can access the system through their PDA devices when working outside the office. They receive automatic notifications of the tasks they have been assigned to and can upload information regarding their activity at the customers’ premises. The WOM solution is integrated with ASN’s financial system (Exact Software’s Globe 2003) via XBRL, allowing for the service’s invoice to be issued and printed on-site and immediately handed to the customer. This not only considerably reduces the administrative workload but also accelerates the receivables process.
When delivering the service, field engineers can use their PDA to scan the barcodes of all the replacement parts and materials used. The system is integrated ASN supplier’s system via Web Services and allows for an automatic replenishment order to be issued. As a result, the new replacement parts and materials are directly delivered by the supplier’s to the engineer’s vehicle within 24 hours. This functionality provides just-in-time stock management with no need for having a warehouse at ASN’s facilities.
The flexibility offered by the OutSystems WOM solution has been one of the main reasons for ASN’s selection. The new system is fully tailored to the specific needs of the company. This flexibility has also allowed ASN to quickly reflect user’s feedback and adapt the system to each user’s profile specific needs and ways of working. As a result the new system offers user-friendly interfaces and has obtained high user adoption rates. The mobile capabilities and the simplicity to integrate with existing internal and external systems were also key for the project success.
According to Henk Schelling, ASN-ENECO's Manager, “the WOM system is fully tailored to our specific needs and has had an amazing impact on our daily operations. On average we reduced by 75% the time it takes to provide a complete service, from the moment it is requested until the invoice is issued. In terms of the information alignment and quality, the benefits have also been incredible.”
The WOM solution was deployed in collaboration with ViaData, an OutSystems Certified Partner.
About Aardgas Service North:
Aardgas Service North is a subsidiary of ENECO Energy, based in Holland. The company’s core business is the indoor climate control, with over 25.000 customers. ENECO Energie is one of the three leading energy companies in the Netherlands. It pursues an integrated distribution strategy covering production, transmission, trading and supply of electricity, gas and heat as well as related products and services. ENECO assists its customers with energy-related advice and seeks to promote sustainable development of the energy market. Additional information available at www.eneco.nl
ViaData is a solution provider, based in the North of The Netherlands. ViaData provides Software Development services as well as solutions for ICT Infrastructure, Enterprise Solutions and interim consultancy. Additional information available at www.viadata.nl