The rapid economic growth of the Öresund region requires more and more energy at the same time as sustainability requirements are being tightened. Öresundskraft, therefore needs to streamline its case management through automation and self-service. At the same time, this assumes that the company makes better use of its customer data and becomes less dependent on individuals.

Now they have found a solution that makes it possible.

Needed to work smarter with efficient processes

Lillemor Högström, who is Head of Digital Transformation at Öresundskraft, drives the company's digital transformation. "We have several different case management systems that do not talk to each other. At the same time, we receive an enormous number of cases that are handled manually - there are a lot of phone calls and post-it notes."

Dan Lilja, who is the business area manager for distribution operations, summarizes: "We needed to get our processes in order, make data-based decisions and work smarter. We want to raise the quality of information and data and make daily work more efficient and easier.”

First, a current situation analysis was carried out: did the documentation, infrastructure and processes that were needed exist? And if so, did you work according to these processes?

Öresundskraft concluded that they needed to procure a case management system as the first step in a long-term transformation program.

The solution: digitized case management

Dan Lilja notes that they drew up a tough requirement specification. In the end, the choice fell on isMobile: "It was important to get a partner we could work with over time, and we thought isMobile was that partner. And they have proven to be.”

The new system connects the administrative planning process with several operational processes and gives us allows us to implement and support processes in a way that was not possible before. The tool is used both for network planning and operational matters. Cases for different utilities have so far been handled in separate systems – one for district heating, one for electricity and so on. The new system can handle all utilities from district heating and gas to fibre.

Öresundskraft has its service staff but hires a lot of staff from contractors. "There have been a lot of emails and phone calls back and forth because we had a rather poor grasp of the status of our cases. The new solution has a case portal that partially automates the interface with the contractors. It gives us a clear status for each matter, not least those close to the customer, such as increasing the size of a fuse. And not least, it's easy for us and our contractors to communicate with each other and share information about our orders with them," says Lillemor.

The new case management system integrates the contractors' various systems with Öresundskraft's system - with service agreements and everything. The energy company goes in and schedules the work and places an order. The service company automatically enters the order into its system so that it can plan and execute the current work order. The status of the job is constantly fed back to Öresundskraft and when the work is finished, the order is reported back with a return report that documents the result, often with a photo of the result.

Öresundkraft has given isMobile's solution for business-driven automation the nickname "The Cog" - it is like a cog in the middle with interfaces to the surrounding systems that ensure they talk to each other.

Now data can be used by employees in different roles and for several purposes. "We have come away from the dependence on people and the time-consuming emails and calls, such as calling and asking if an installer has received a certain assignment."

In the end, this means that customers have access to all information about their cases, which at the same time becomes easier to manage.

Has increased efficiency and quality

The new system not only improves cost efficiency. The quality-of-service delivery has also increased, as has the quality of information. "Before, for example, we didn't know if someone had started working on an order or not. Now you can see the current status of the case all the time."

A case that used to take two hours can now take half an hour thanks to reduced administration. The clerks save a lot of time, as do the field staff. A map function indicates the exact location of a facility so that the installer does not have to go around looking. It also allows them to plan their routes and thus reduce travel time.

"Kuggen" has also raked for a greater understanding of the whole and to work across borders within the organization and with partners.

Implementing the new working methods in the organization is otherwise what Lillemor sees as the biggest challenge: "We are making a big move that affects a lot of people. It is important to take one defined step at a time and it is nice to be able to lean on isMobile in that process.”

Just the beginning of the journey

Dan Lilja emphasizes that this is just the beginning. Now the solution is to be rolled out on a broad front in the business, both internally and in the field, and more external partners who do field work are let on. Then the real effects will be seen.

More development steps will be required. Not least, there will be more self-service and greater transparency towards the customer. For example, customers should be able to access my pages and see case status, manage cases, see their energy consumption, and receive energy-saving tips. "isMobile's solution has the flexibility and capabilities that will be needed to achieve this," says Dan Lilja and continues: "We are digitizing an entire business at the same time. The challenge has been greater than we thought, but isMobile has stood up and assisted us in the best possible way. I appreciate their attitude."

Lillemor thinks it is a strength that isMobile is not only customer-driven but also industry-driven. "But above all, it is valuable that we have such a good relationship, we are going to hang out for a few years. I appreciate that they are so accommodating, professional and thorough," says Lillemor. "When a project is closed, you can usually feel quite alone, but isMobile has been with us all the way - and they are still around."

“Öresundskraft is one of Sweden’s ten largest energy and communications companies and has been elected as Sweden’s environmental municipality for the fourth year in a row.”