CHALLENGE
The largest energy company in Denmark were struggling with poor customer satisfaction scores and large numbers of complaints from their clients, caused by internal staff not being able to access their ERP system as and when needed and their large field force of engineers not being able to capture accurate information about repairs and status etc.
SOLUTION
The iNovar team (who had relocated to Denmark as part of this project) were able to provide full mobile access to the client’s Navision AX ERP system (since acquired by Microsoft and now marketed as Dynamics AX) within 4 days and then went on to develop the ability for the field workers to use voice-recognition based data capture from remote locations directly into the ERP system using iPads.
BENEFIT
The energy company confirmed that as an immediate impact of the provision of the voice-recognition-based direct data capture, they were gaining a more rapid overview of repair statuses and availability of parts required to complete repairs and this was feeding through to the internal customer service teams with a substantial and maintained improvement of their customer satisfaction levels due to more comprehensive, more timely and more informed response to faults etc.