Integrating Work Order and Task Management



A large utility company was relying on paper forms and outdated tools to manage their field activities. Crew scheduling and dispatching was done manually every day, with limited synchronicity between systems. Time spent by workers at each job was not captured, leading to loss of efficiency and poor resource allocation. The organization needed a system to manage scheduling and assets, create and manage work orders, schedule field activities, and ensure optimal use of its resources.




Unify created an Integrated Work Management (IWM) system to optimize resource allocation and scheduling. An SAP work order management system was integrated with Click Schedule task management software to run tasks and scheduling on a platform that supported mobile device capability. Unify coordinated the requirements design of back-office systems, dispatch systems, and end-user tools. The team facilitated testing, communications, process analysis, and change management tasks, including creating an internal planning organization to handle the transition. 

Key Outcomes


The organization shifted from daily scheduling to planning activities six weeks in advance. Processes that previously were manually logged on paper forms are now automated and streamlined. Field crews, resources, and costs can be precisely tracked to each task, and schedule gaps are easily identified and filled. Crew work assignments have been geographically optimized,  increasing productivity. The average number of jobs completed per day has grown by 15%. The result has been less time spent idle or traveling between sites, fewer accidents, less vehicle maintenance, and more work performed leading to overall costs savings. The increase in appointment time precision has led to shorter wait times and greater levels of customer satisfaction.