Hydro Ottawa: Service Desk Automation

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) 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 • 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.