Field Service Matters

By Field Service Matters

January 11, 2018

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ClickSoftware helps company fully mobilize and automate scheduling in emergency response situations

BURLINGTON, Mass., – January 11, 2018 – SGN, the second largest gas distribution company in the United Kingdom, has selected ClickSoftware’s cloud-based mobile workforce management solution, Field Service Edge, to automate and optimize their service scheduling and improve response time to urgent, safety critical job requests. SGN distributes natural and green gas to more than 5.9 million homes and businesses across Scotland and the south of England, and is responsible for maintaining a safe and reliable gas supply across its gas networks.

The expanded partnership will enable SGN to optimize field resource utilization, especially critical as it pertains to emergency response incidents. When a gas emergency is reported to the National Gas Emergency Service, SGN has an extremely short window to respond  and resolve the issue to ensure customers’ safety and maintain their regulatory license condition.

ClickSoftware’s system optimizes and automates the entire scheduling and reporting process enabling seamless interaction between service workers, dispatchers and all back-office functions. In addition, with all work dispatched to mobile devices, SGN now has real-time visibility into each engineer’s work day and schedules. With extremely tight SLA service level agreement windows and the need to minimize customers’ exposure to hazardous conditions, a reliable, always up-to-date Software as a Service (SaaS) solution is essential for managing SGN’s field service operations.

“We are excited and proud to once again demonstrate that we are leading the way in energy delivery at SGN, by utilizing best in class technology solutions to support our operational workforce. We have used ClickSoftware’s ClickSchedule for many years and this has proven an effective and trusted solution. However, as part of our next stage in technology transformation and our “all-in” cloud strategy, we are embracing ClickSoftware’s next generation SaaS platform, Field Service Edge,” said Andrew Quail, director of IT and innovation at SGN.

“SGN provides essential services and must be able to address emergencies while still conducting other work, so maximizing the efficiency and responsiveness of their workforce is mission critical,” said Paul Whitelam, group vice president of product marketing at ClickSoftware. “With Field Service Edge, SGN can optimize every aspect of service delivery, automatically adapting in real-time as new demands arise.”

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By Field Service Matters

Field Service Matters is the leading professional community focused on digital experience strategies, the evolution of the digital workplace and intelligent information management. Founded in 2016, Field Service Matters is a popular native digital publication catering to a global readership of business leaders and sophisticated practitioners that are crafting the digital strategies for the modern enterprise.

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