Case Study: Memphis Light, Gas and Water achieves modernized workforce management and improved customer engagement with IFS

Memphis Light Gas and Water

Memphis Light, Gas and Water (MLGW) is the nation’s largest three-service municipal utility, serving over 429,000 customers with electric, gas and water services. Facing an end-of-life legacy workflow system that fragmented work orders by service, MLGW needed to modernize operations, consolidate disparate workflows (including opt-out meter reading), improve customer communications to reduce fraud and missed appointments, and provide safer, more efficient field work.

MLGW selected Clevest’s Mobile Workforce Management platform, implemented in 2018, to unify work orders, enable real-time scheduling and route optimization, and replace paper processes with mobile apps and iPhones integrated with Itron meter reading. The result: streamlined, data-driven operations with fewer truck rolls and lower costs and carbon footprint, improved customer engagement through SMS/IVR/email appointment flows and surveys, enhanced field safety and emergency readiness, and ongoing collaboration with Clevest to extend workflows for asset maintenance and inspections.

Memphis Light, Gas and Water

Michael Faulk

Information Services Manager