Case Study: Northern Ireland Electricity achieves 15% increase in field productivity with ServicePower

Northern Ireland Electricity - Customer Case Study

Northern Ireland Electricity (NIE), which supplies electricity to 685,000 customers across Northern Ireland, faced fragmented, paper-based and manual/fax processes for booking and scheduling meter service requests across its five regional offices. The inconsistent ways of working, duplicated resources and lack of visibility into job and field resource status prompted NIE to restructure its meter service operations and move to a fully automated solution.

ServicePower implemented an integrated platform combining intelligent scheduling, a new call‑centre system and mobile communications, supported by best‑practice workshops and on‑site trials for appointment booking, route planning and job scheduling. The rollout was completed smoothly and delivered measurable benefits: consistent compliance with two‑hour regulatory appointments, reduced travel time, a 15% increase in field productivity, lower administrative costs, and improved visibility and control of field operations.

Northern Ireland Electricity