Integrys Energy Group is a holding company focused on regulated and non-regulated energy delivery in the United States and Canada. Regulated services are delivered to over 1,870,000 customers through six wholly owned subsidiaries.
In early 2006, Integrys acquired Michigan Gas Utilities (MGU) and Minnesota Energy Resources Corporation (MERC) from Aquila. Soon after, they contracted with Vertex Business Services to provide customer care services to the newly acquired entities, going live in July 2006. Field Service Technicians working at MGU and MERC are dispatched and receive their daily work orders through a software package called Mobile Up. One of the challenges for Vertex was to duplicate all of the Mobile Up functions that were in place prior to the acquisitions, because Integrys acquired the MGU and MERC companies, but not the information technology systems. As Integrys looked for a solution, they turned to their trusted partner for help.
Solution
Vertex met the challenge well. The Integrys field workforce was retained and dispatch was outsourced. After things stabilized with the Mobile Up system and processes, a group went to work to enhance the system and bring it up to the standards we have today.
Innovation & Results
- Reduced one FTE
- Review of all service orders (SOs) used in the field
- Redesign of the SO templates
- Reduced data entry errors by 99% by putting data directly into the CIS
Download the Integrys field service dispatching case study