Intergraph Corporation recently announced Berliner Gaswerke Aktiengesellschaft (GASAG), the largest municipal gas supply company in Western Europe, has deployed Intergraph’s mobile workforce management software to streamline and integrate trouble reporting, field response, and repair processes. Intergraph, in cooperation with partners, Condat AG and Planung-Programmierung-Schulung (PPS/EDV) GmbH, successfully implemented the new central call center system within one year. Intergraph Corporation is a global provider of spatial information management (SIM) software.
The new solution, based on Intergraph InService(TM) technology, supports the maintenance department’s entire business workflow from the moment a gas fault is reported and a crew is dispatched, to capturing and archiving the operational information on the repair work and completion. With InService GASAG can shorten response times, improve the quality of services, and better ensure the safety of a large customer base. The central operations management part of the new system has a graphical component that displays operational locations and vehicle positions, along with the entire pipe network on a digital map. Job details are passed on to mobile maintenance units and status and operational information is fed back non-verbally via the mobile telephony system. Details and the cause of the problem along with the materials used and the time required to do the job are recorded using an online operations form in the vehicle. This information is then transferred via the radio link directly to the central SAP system for further processing. Maintenance department employees are alerted in three ways to ensure the call will reach the relevant person, even if out of the vehicle.