Field Service Success Story – PG&E
Pacific Gas and Electric Company (PG&E) is one of the largest combined natural gas and electric utilities in the United States. Based in San Francisco and employing over 20,000 people, PG&E is responsible for delivering some of the nation’s cleanest energy to 15 million people in northern and central California.
PG&E technicians perform a wide variety of work such as installations, maintenance, and responding to emergency requests. Managers were suffering from a lack of visibility into the daily operation resulting in them being unable to properly prioritize projects. PG&E therefore sought a centralized scheduling solution that would improve their field service management and integrate with their existing SAP application for managing project work orders. After an extensive evaluation, PG&E chose ClickSoftware’s ServiceOptimization Suite consisting of demand forecasting software, workforce planning software, scheduling software and analysis tools.
Since deploying ClickSchedule, PG&E has benefitted from having a greater visibility into the current work performed by each crew alongside a clear view of the future work on the schedule. “In the past, we simply did not have the ability to see this type of information,” Jerry Olsen, IT Lead Manager, states. PG&E’s other benefits include:
- Management has centralized control over the scheduling of field crews to help ensure corporate usage goals are met
- Accurate measurement of current-week crew utilization rates as well as projected utilization rates for future weeks
- Flexibility for management to move crews among service regions to ensure customers receive gas and electric services efficiently and effectively
- Consolidation of scheduling staff from having dispatchers at sixty-seven offices down to having dispatchers at just two offices.
Click here to read the in-depth PG&E case study.