Case Study: European utilities company achieves 98% paperless field service and faster response times with Atos

European Utilities Company - Customer Case Study

European Utilities Company, a natural gas, electricity and water distributor in Italy, faced a largely paper-based, manual field workforce process that slowed repairs, required technicians to visit a central office to pick up work orders, and was poorly connected to back-end systems. Atos was engaged to modernize and mobilize workforce management, implementing a Salesforce.com-based mobile and web solution built on Salesforce Field Service Lightning with a TIBCO integration layer.

Atos delivered a mobile/tablet field service app and back-end integrations that automated scheduling, prioritization and planned maintenance, eliminating the need for paper processes and central office pickups. The Atos solution made the process 98% paperless, improved technician productivity and average response times, enabled real-time visibility into work orders, and was recognized by Salesforce as a top Field Service Lightning reference.