Customer Case

Veolia – Client portal provides quicker action and more satisfied clients

Veolia (formerly Dalkia) works with energy supply and technical building management. Novacura helps Veolia with projects in property and industrial maintenance, with continuous efforts to improve and the integration of various functions. To achieve this, we were commissioned to build a client portal for error reporting.

Previously, clients reported errors to Veolia, which then forwarded the report to the relevant section in the service organisation. This entailed duplication of work, as staff first received the information and then fed it into another system.

Our solution consisted of linking together all the parts by creating a client portal.  In this portal, the client can log in and create an error report, which is then received by the appropriate service personnel without delay. The client thus creates the work order by himself. Reporting back takes place continuously, as the integration platform is integrated with IFS Applications.

Kristina Nerg
Kristina NergChief Controller/IS Manager
”Our clients are now completely independent of opening hours and can place an order without being held in a queue waiting to speak to customer services.”

The result was quicker management, higher quality and more customer satisfaction.

The client creates the work order directly in the portal and can follow the work all the way from reporting to action being is taken. As the information is only entered once, error sources are minimised and information management is made more efficient. The solution reduces the time in the process that is not adding value.

”Our clients are now completely independent of opening hours and can place an order without being held in a queue waiting  to speak to customer services. Most clients also use the client portal for other purposes, such as checking the status of their work orders and document links. As it is now the client who registers the work order, we don’t need to deal with this step anymore.

Veolia technicianNovacura implements their projects quickly, which is partly thanks to them being familiar with Veolia and our processes. The suggestions we have received are well thought out and provide long-term solutions.

”In addition to the client portal, Novacura has helped us create a communication platform, Texo. I think this project is in even higher demand today. It´s based on linking up the client’s system with Veolia´s system, so that they can communicate with each other. The client does not need to log on to any client portal, but can use his own system to create work orders which are then transferred automatically to Veolia’s system. When Veolia reports back in its own system, the communication platform transfers the information back to the client’s system. I believe that this solution will be used more and more often in the future.”

Kristina Nerg, Chief Controller/IS Manager Veolia

In brief

About Veolia

Veolia works with energy supply and technical building management.

Segment

Service

The challenge

Remove duplication of work and errors by creating a client portal for the customers to create work orders in.

The result

Linking together business systems in a client portal. The work orders are received by the appropriate service personnel directly.
The result is quicker management, higher quality and more customer satisfaction.

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Shorter lead times, higher service levels and time savings

This may well sound like a utopia, and even three concepts that seem impossible to combine. However, it has been the reality for the Veolia Group’s activities in Sweden for a while now, thanks to a partnership between Veolia and Novacura.

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2017-12-19T16:22:42+00:00