Utilities: Boosting productivity with a multi-supplier integration plan

The challenge:

We work with one of the UK’s biggest utilities companies. Our customer’s waste and water workstreams — covering customer management, contact management, scheduling, and planning — were scattered across legacy platforms and being managed manually. This was leading to low field force productivity, inefficient processes, inflexible working practices, low-quality data, end-of-life systems, and low customer satisfaction.

The workflows were being configured into Salesforce, but needed to be integrated with programmes across the organisation to deliver maximum efficiency and business value.

Tecknuovo helped by:

• Retiring 40 legacy systems including the mainframe
• Creating and managing a complex multi-supplier plan to organise our customer’s technology partnerships into a cohesive source of ROI
• Mapping out complex end-to-end cross-organisation integration journeys and implementation plans
• Using Mulesoft to build those hundreds of integrations against a challenging timeline
• Managing how these integrations are delivered by partners across the programmes and our customer’s geographical regions
• Rolling out a change management strategy for our customer’s teams to adapt the new platform

This has enabled our customer to:

• Re-deploy and improve the productivity of 2000 employees
• Increase their engineers’ daily capacity by 20%
• Unlock ~£15m per year in direct productivity — through automated scheduling and the increase in number of jobs completed by the engineers
• Unlock ~£30m per year by supporting insourcing and multi-skilled working
• Significantly improve customer net promoter score
• Unlock future value by easily reconfiguring and re-using the integrations across our customer’s departments