Energuate

Over three months the company reduced average service reconnection time from 4 hours to just 30 minutes

The Customer

Energuate is a subsidiary of IC Power, an international energy company with more than 3.9 GW of generation worldwide. The company serves 95% of Guatemala, supplying power to more than 1.7 million clients. The company has 44 commercial offices, 8000 collection points and the electrical infrastructure to distribute 1,920 MVA of installed potential, with 78 substations and 70,000 km of distribution lines.

The Challenge

In 2016, Energuate was running its business with old-fashioned tools which were not conducive to operational efficiency or high customer satisfaction; this was preventing the company from achieving its goal of providing timely and high-quality customer service while increasing profitability. Energuate needed to automate operating processes, which were being carried out manually, in order to move forward and meet its strategic goals.

The Solution

In 2016, Energuate started a strategic alliance with Open that gave life to their field work optimization project, Brimovil. Just 3 months later, the solution was fully implemented across the entire company and 1,700 field workers were already working smarter and faster with automatic work order management, mobile applications, and optimized field work planning.

The Benefits

Energuate used intelligent and configurable rules to automatically prevent the execution of 24,000 redundant work orders in the first 3 months. Furthermore, the time taken to assign a work order was reduced by 80% while work order execution time decreased by 96%. Energuate is currently managing 10,000 daily operations with Open Smartflex to provide a better experience for field workers and customers alike.

"We have transitioned from the stone age to the information age in 3 months."

– Jorge Antonio Guillén, Energuate’s Telecommunications and systems manager

Energuate´s planning and routing activities were substantially improved, with the average time to assign a work order reduced by 80% in just three months.

24K

Redundant work orders prevented in the first three months

Reduction in
work order execution time

96%

The Open Smartflex Field Service solution is currently being used by Energuate to manage 10,000 daily work orders. The company has improved its operational efficiency and continues to enhance the quality of service for the benefit of Guatemalan families.

Energuate's Story

In 2016, Energuate started a strategic alliance with Open that gave life to their fieldwork optimization project, Brimovil. Just three months later, the solution was fully implemented across the entire company, and 1,700 field workers were already working smarter and faster with automatic work order management. The newfound power of Open Smartflex allowed the company to:

  • Automate the planning, scheduling, and workforce management with on-line dispatch.
  • Optimize field work planning with automated decisions based on work order priority and geo-location.
  • Use real-time dashboards and key performance indicators to harness complete visibility and control of field operations.
  • Settle accounts with fieldwork contractors using up-to-date information.
  • Improve revenue assurance through automated billing and fraudulent connection management.
  • Enhance workforce effectiveness with mobile tools and allow the intelligent control of materials and equipment in real time.

With Energuate’s previous system, start/stop service work orders were paper-based. Even if customers did settle their account, their service could still be disconnected for several hours or days. Not only was this a severe customer satisfaction problem, but also a financial problem, as

the company couldn’t provide service and had to pay a third party contractor to carry out two work orders every time this situation arose.

With Open Smartflex Field Service solution, business rules were defined to automatically generate, or cancel work orders based on real-time information. The solution was configured to cancel disconnection orders if payments were received, in this way, the company managed to prevent the execution of 24,000 redundant work orders in the first three months.

Open Smartflex Field Service solution enabled real-time monitoring and geo-positioning of 526 work units while exercising control of field work equipment, including 950 mobile bill printers and over a thousand handheld devices. Energuate´s planning and routing activities were substantially improved, with the average time to assign a work order reducing by 80% in just three months.

As for the customers, claims were substantially reduced, and client satisfaction was improved. The company managed to reduce work order execution time by 96%, from 37 hours to just 87 minutes.

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