Edenor is the largest electricity distribution company in Argentina, with 4,776 employees and its 34,500 km (21,500 mi) network. The company has an exclusive concession to distribute electricity in the northwestern section of Greater Buenos Aires and the north of Buenos Aires proper. On December 31st, 2020, Edenor had the highest number of customers in the country, which amounts to over three million, and their energy purchases represent 20% of the country’s overall energy demand in 2020.
Edenor faced an upcoming end of life for ClickSoftware, its Field Service Management software.
The main objective is to replace the existing FSM system (ClickSoftware), in its full scope, with minimal disruption to Edenor’s operations and organization. The company seeks to improve current functionalities and extend them based on the experience acquired using the system in place. Finally, Edenor intends to improve the system’s performance in terms of response times, stability and enhance customer satisfaction.
The new FSM product should manage the whole set of on-field jobs:
Work Orders are acquired from different sources, and the FSM has to be integrated with the following systems:
In addition, to support the main process, Edenor is looking for a solution capable of managing:
Edenor has selected the best-of-breed Field Service Management solution by OverIT to transition smoothly from their existing end-of-life on-premise platform, ClickSoftware, now part of Salesforce, thanks to:
Edenor adopted OverIT solution, for managing, planning, scheduling, and optimizing work orders that are imported from external systems, such as SAP EAM, Oracle CC&B, Prometium OMS, Concert pre-certification portal.
OverIT solution Scheduling engine, relying on sophisticated algorithms, allows to manage the schedule and routing optimization. Its purpose is to optimize processes and task assignment to the most suitable technician, taking into account their availability and skills.
Once the work order is released and dispatched from the back-end to crew members on field, OverIT solution mobile is specifically designed to support frontline workers while performing commercial and technical jobs. The technician operates in mobility to:
Furthermore, the application offers specific functionalities for optimizing the management of external contractors, from the definition of agreements up to the final accounting.
“Edenor is in a clear transformation path to the Cloud; thus, the Field Service selection process needed to be extremely thorough. OverIT was selected due to its robust SaaS platform, superior expertise, and knowledge in the field, and mostly their many industry references for Utilities and specifically for electricity distribution worldwide. OverIT is, without a doubt, the leader in this space.”
By using OverIT solution, Edenor is planning to: