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In an effort to streamline and standardize operations, Central Hudson Gas & Electricity (CHG&E) wanted to merge five regional dispatch centers into one central location. The utility company also wanted to boost productivity and improve customer service by improving the way it scheduled service appointments for both regular and emergency field work. Burdened by a homegrown, mainframe-based system, CHG&E relied heavily on radio dispatchers and paperwork to capture information and manage service calls. CHG&E implemented its first workforce management solution from Oracle in 2003 to consolidate its dispatch centers and realize benefits from improved scheduling.
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