MWA Intelligence and Alagasco Announce New Technology Roll-Out4 Dec, 2006
MWA Intelligence and Alagasco Announce New Technology Roll-Out
Scottsdale, AZ — MWA Intelligence (MWAi), Inc. today announced that Alagasco, an Energen company, has implemented a new feature-rich Blackberry Application in its continued quest to eliminate antiquated processes and improve operations. This roll-out is the latest in a series of improvements that Alabama’s largest natural gas utility began on June 20, 2005 as part of its commitment to delivering world-class customer service.
“MWAi technology allows Alagasco to maintain real-time, uninterrupted communications among its employees and systems,” said Michael Stramaglio, President and CEO of MWA Intelligence. “The end result is a field service technician with the knowledge and situational awareness to be effective in first-time call resolution, and a utility company with greater profitability and happier customers.”
The Blackberry Application has just recently completed its official roll-out, following a successful pilot that began on July 27, 2006. User acceptance was virtually immediate, so statewide implementation followed quickly in August. Only three weeks later, all seven Alagasco divisions were up and running, resulting in a solution that includes approximately 200 devices provisioned with MWA Intelligent Workforce.
“Our field service workers were extremely excited about the opportunity to shed a number of out-dated techniques that required the use of carbon copies and other manual processes for MWA Intelligence’s new Blackberry Application,” said Joe Wheeler, Vice President, Birmingham Operations for Alagasco. “Productivity is up…which translates into our ability to do more for our customers.”
Increased communication was at the heart of several improvements targeted by this technology roll-out. One of the key features of the Blackberry Application is its utilization of DOC (device out of coverage), which allows workers to enter information in or out of coverage. And, when the device is back in coverage, it automatically synchronizes with its servers and back-end ERP system.
Working together, MWAi and Alagasco have streamlined customer-facing activities, including in-taking customer service calls, generating work orders, dispatching, scheduling, inventory status and parts ordering, closing work orders, and more. Alagasco continues to report that the ongoing deployment of MWAi solutions have resulted in improved employee efficiency, increased customer satisfaction and reduced operational costs.
For more information, please visit: www.mwaintelligence.com.