PROJECT
09
Service Desk Automation
The ability to access information and complete transactions “anywhere/anytime” is a baseline customer expectation. To advance the customer experience, Hydro Ottawa introduced Salesforce, a cloud-based Customer Relationship Management (CRM) solution for Service Desk activity. Integrating Salesforce involved the replacement of a legacy system, fully integrated with existing business applications. The transition could not impact customers or day-to-day operations and had to be future proof for anticipated enhancements. The qualitative benefits of implementation include: • Simplified online service request forms • Integration of Google address autocomplete cross referenced with the Geographic Information System (GIS)
• Case management and skills routing to engage the right people at the right time • Management of requests entirely within Salesforce for improved visibility and cycle time • Out-of-the-box (OOTB) mobile application to manage and respond to requests after hours • Implementation of `Voice of the Customer’ (VOC) survey at the end of a job • Service Level Agreements (SLA) and Key Performance Indicators (KPI) embedded into process for easy tracking • Foundation for new processes such as vault maintenance The new system will deliver ROI in less than two years.
• Customer and contractor authentication to eliminate data entry of tombstone information • Workflow implementation with key milestone communications • Migration of service layout quotations into Salesforce facilitating 360-degree view of customer
CoE 2020: Electricity Innovation • Canadian Electricity association 21
