The energy company uses Oracle Field Service to bolster customer service processes and improve technician routing for commercial power services
“Oracle Field Service proved to be suitable both from a technical and from a commercial perspective, fitting well with Light's needs. With it, it was possible to obtain a configuration that assists in the planning, routing, and execution of commercial services allowing more efficient service provision and cost savings, as the team performance was optimized.”
Light is an integrated energy company in Brazil, active in power generation, transmission, distribution, and trading.
After several management cycles, the company set out to improve its capital structure with cost and expense controls, increased operational efficiency, and strengthened financial solidity of its business model. Until recently, the company relied on a workforce management system that was slow and required manual updating for dispatches and services. In addition, the system was unstable, with no unified management and control. This led to difficulties in generating data and compromised the efficiency of field teams and, consequently, customer service.
To improve customer support and reduce expenses, Light needed to operate with more organized and efficient field teams capable of responding to calls with agility and structure.
Oracle Field Service helps Light plan, route, and deliver commercial services such as power recovery, new connections, and emergency services.
Why Light chose Oracle
Light required a robust, cloud-based tool that met the unique needs of its industry. Oracle Field Service proved to be suitable both from a technical and commercial perspective, fitting well with Light's needs. The system would enable Light to obtain a configuration that assisted in the planning, routing, and execution of commercial services such as power recovery, new connections, and emergency services, enabling more efficient service provision and cost savings. Additionally, Oracle Field Service could be used alongside Oracle Analytics, which the company is currently implementing. This allows Light to obtain more complete reports from the teams with more dynamism and flexibility.
With the help of Oracle Field Service, Light gained about 72% in data consistency and accuracy from services provided. This greater operational and statistical control was verified in actions such as new installations, power recovery, and power cut and reconnection.
With greater control over operational data, Light began to realize significant gains in productivity. For example, the median execution time for new installations was reduced from 40 minutes to about 10 minutes from the use of Oracle Field Service. The action of cutting and reconnecting power had a previous median of 34 minutes and can now be now performed in just 5 minutes. Meanwhile, the execution time of power recovery service orders decreased from 20 minutes to about 6 minutes with Oracle Field Service.
In addition, the field team arrival speeds to perform these operations were significantly reduced. For new installations, the median of team arrival at the service site decreased from 50 minutes to 19 minutes; team arrivals for cutting and reconnecting power fell from 59 minutes to 9 minutes; and team arrivals to recover power were reduced from 32 minutes to 11 minutes.
The Light team also innovated in the use of Oracle Field Service by developing a productivity assessment model called Índice de Desempenho Global. With this, it was possible to evaluate the performance of the field teams with greater accuracy, identifying points of improvement and opportunities. The productivity model that was created based on the Índice de Rendimento Operacional Global enabled Light to analyze productivity on three main aspects: efficiency, efficacy, and occupation. With IDG, Light saw an increase of 2.4% in the operational efficiency of its teams between June and August 2022. That meant that field teams were using their service times more efficiently. Light estimates that by the end of 2022, it will gain an additional 8% in efficiency from IDG, with the help of Oracle Field Service.
With more efficient field teams, Light also saw an increase in consumer satisfaction as demands were met more quickly.
The process of implementing Oracle Field Service at Light was led by the Digital Transformation and Technology team at Accenture. The company was flexible and fully supported the implementation in the segmented model. With Accenture’s knowledge of the platform and building the integration layer, and the team's experience in service planning and execution models, the implementation at Light worked very well. In addition, Oracle’s teams monitored the operation on a regular basis.
About the customer
To reach the then-Federal Capital of Brazil, in 1904 the Light Group was founded as The Rio de Janeiro Tramway, Light and Power Company, which received authorization from the Brazilian government to operate in the city on May 30, 1905. The stable and safe distribution of electric energy in the city of Rio de Janeiro was inaugurated on July 30, 1907.