E.ON chooses TOA Technologies' ETAdirect to manage smart meter roll-out to
millions of customers in the United Kingdom
Quick deployment of a cloud-based, flexible and scalable field service
management platform to enhance the customer experience was the key decision
LONDON and CLEVELAND, May 22, 2013
LONDON and CLEVELAND, May 22, 2013 /PRNewswire/ --When E.ON, one of the UK's
leading power and gas companies, considered its upcoming smart meter roll-out,
it established a goal to successfully replace eight million meters by 2020.
This presented a big challenge and a great opportunity – to meet a tight,
upcoming deadline while also positively impacting the relationships with its
customers. To address both, E.ON, which supplies power and gas service to
millions of domestic, small and medium-sized enterprise and industrial
customers, selected TOA Technologies and its industry leading ETAdirect field
service management solution.
Recognizing that a smart meter installation is an opportunity to have a
meaningful face-to-face connection with customers, E.ON evaluated its customer
service strategy as a key part of its smart meter roll-out. Selecting the
ETAdirect solution suite from TOA Technologies will allow E.ON to deliver a
differentiated customer experience while simultaneously benefiting from the
oUsing information about how individual employees carry out their work,
E.ON will be able to predict with a high degree of accuracy when
appointments will happen and how long they will take.
oE.ON will be able to communicate accurate appointment status information
to customers throughout the appointment process, providing reminders
beforehand and empowering customers to provide feedback, including the
ability to reschedule appointments if necessary.
oE.ON will increase its smart meter technician teams during the mass
roll-out stage, and fully leverage the capabilities of ETAdirect to
efficiently schedule and manage a multi-skilled workforce.
"With the roll-out of smart meters across Europe, utility field service
operations have an enormous opportunity to reconnect with their customer base
in a way that builds long-term loyalty and trust. The mandate to replace all
meters in Europe by 2020 is a catalyst for the utilities industry to rethink
the way they run their field operation businesses," said Yuval Brisker,
co-founder and CEO of TOA Technologies.
"What companies like E.ON found is that every customer is special, and every
smart meter technician is unique. Thus, every appointment should be predicted,
created and scheduled with the uniqueness of the individual customer and
employee in mind. Empowered with this approach, E.ON will join TOA's existing
worldwide base of customers from utility, retail and insurance companies to
cable and telecoms providers, who are all focused on improving field service
efficiencies and reducing costs, all while enhancing the customer experience,"
Chris Lovatt, head of field operations at E.ON, said: "We want to install
eight million smart meters in our customers' homes by the end of 2019 to help
put them in control of their energy use. We can only do this if we have our
customers' trust and support. So we'll continue to work to find innovative
solutions that help make the process of installing smart meters as easy and
convenient as we can for our customers through partnerships such as this one
with TOA Technologies."
For more information about how TOA Technologies is improving field service
management for utilities, go to http://www.toatech.com.
About E.ON UK
oE.ON is one of the UK's leading power and gas companies - generating
electricity, retailing power and gas, developing gas storage and
undertaking gas and oil exploration and production. It is part of the E.ON
group, one of the world's largest investor-owned power and gas companies.
E.ON employs around 12,000 people in the UK and more than 79,000
oIn the UK, E.ON supplies power and gas to around five million domestic,
small and medium-sized enterprise and industrial customers - meaning the
company has to buy approximately 122.7 billion kWh of power and gas each
year to meet their needs. E.ON also offers innovative energy services and
technologies tailored to meet its customers' needs, and is helping
customers become energy efficient by encouraging them to insulate their
homes, moderate their energy usage and even generate their own power;
oE.ON's Reset Review continues to identify and discuss changes with
customers through its 28,000-strong YourSay panel, its independent
Customer Council comprising business leader Allan Leighton, ex-MP and
Select Committee chair Paddy Tipping and E.ON Customer Service Advisor
Joanne Sheridan, its 1,000-strong MySay employee panel and through
discussions with consumer advocacy groups such as Which? and Consumer
Focus. Changes made to date include: helping customers control their
bills: fair prices, simple products, transparent profits, a fairer way of
paying: providing stability to help households budget, improving customer
service: consistency, easier contact, and the confidence to complain;
oE.ON has topped several categories – including best for overall customer
satisfaction, best value for money and best reward scheme – to be voted
Britain's favourite energy supplier 2012 in the uSwitch.com Customer
Satisfaction Awards. The independent report and awards are published
annually and are based on a YouGov poll of over 5,000 energy customers;
oE.ON's generation portfolio includes world-class gas-, coal- and oil-fired
power stations. E.ON is a market leader in combined heat and power (CHP),
and is one of the UK's leading green generators with 22 wind farms and the
UK's first wave power generator, with another 1,500MW of renewable
capacity under development;
oOne of the many ways E.ON leads the energy industry is through its
commitment to market liquidity and transparency as evidenced by its
actions on the day-ahead UK power markets including the N2EX auction. E.ON
was the first company to sign a gross-bidding agreement with N2EX and
leads the market with a volume equivalent to some 60% of E.ON UK's
generation activity being traded so far this year.
About TOA Technologies
TOA Technologies is the leading provider of field service and mobile workforce
management applications. ETAdirect, TOA's patented platform, improves customer
service while dramatically reducing operational costs and delivering immediate
and lasting return on investment. As the industry's only complete on-demand
solution, ETAdirect uses time-based pattern recognition and predictive
analytics to provide the most advanced and accurate field service management
application on the market. ETAdirect reduces customer wait times while
dramatically increasing field workforce efficiency. TOA's solutions are
cloud-based, quickly deployed, highly configurable and easily integrated with
existing CRM, ERP and other solutions.
Across four continents, ETAdirect manages mobile workforces for some of the
world's most recognizable global brands in the satellite/cable/broadband,
telecom, utilities, insurance, home services and retail industries. Named a
Leader in the Gartner Magic Quadrant for Field Service Management, TOA
Technologies is headquartered in the United States and has offices throughout
Europe, Latin America and Australasia.
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