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E.ON: BT helps Hungarian utility giant make field service smarter
Executive summary
In a liberalised energy market, E.ON Hungarian had to find a new way to manage its field operations profitably and keep Hungary’s energy regulator happy with guaranteed levels of customer service and greater efficiency.
BT helped E.ON Hungarian to implement a Field Service Management System, using a combination of IT and business process renewal to automate front office management and improve the management of – and communications with – the company’s field engineering units.
Accurate management of schedules and resources together with speedier data flows has brought better customer service and improved working conditions. The provision of information to the regulator is markedly better and efficiency enhancements of up to 30 per cent are anticipated. Ongoing development will see greater integration with existing applications.
“BT offered us not only technical expertise but business understanding. It showed us how we could optimise results by using its people’s experience in different areas of implementation, particularly change management.”
Csaba Mezö, Technical Director, E.ON Hungarian