Case Study: Ameren achieves rapid field-service automation and real-time visibility across 300+ telecom sites with ServiceNow Field Service Management

Ameren - Customer Case Study

Ameren, a large electricity and natural gas utility serving 2.4 million electric and 900,000 gas customers across Illinois and Missouri, was relying on legacy ticketing systems and spreadsheets to manage IT and telecommunications maintenance for more than 300 sites. The telecommunications group needed better visibility and more efficient field service processes to support towers, buildings and equipment across its network.

Ameren implemented ServiceNow — replacing the legacy ticketing system and rolling out Field Service Management in just one month — to automate planned maintenance, eliminate manual tools, and add mobile access for field technicians. The result was rapid adoption, improved work-order visibility and efficiency, streamlined maintenance across sites, and the confidence to expand into dispatch, asset tracking and other advanced capabilities.

Ameren

Mike Ginger

Supervisor, ITSM Operations Information Technology