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Gaz Métro Plus Increases Revenue, Improves Service Technician Efficiency with MobileAware
Mobile Field Force Solution Achieves ROI of 118% Within One Year

MobileAware, the world’s leading provider of Mobile Service Infrastructure (MSI), today announced that Gaz Métro Plus, the maintenance and repair subsidiary of one of Canada’s largest national gas distributors, Gaz Métro, has achieved a range of tangible business benefits, including a one-year return on investment (ROI) of 118%, from a mobile field force solution that uses MobileAware’s ExpressSync™. The solution, which automates the scheduling and dispatch process, has increased the average daily job count of technicians from 5.5 to 6.5, allowing them to bill, on average, 10% more per day. Revenues on the sale of direct protection plans by technicians in the field have increased by 15%, amounting to an annual value of almost $200,000. The increased productivity of field technicians has also enabled Gaz Métro Plus to decrease overtime costs by 24% and reduce the number of calls between dispatchers and technicians, resulting in an annual saving of $60,000.

Gaz Métro Plus services 120,000 customer calls and schedules approximately 50,000 technician visits per year. The previous work order process was a manual, labor-intensive system, which was cumbersome, caused excessive technician downtime and was open to administrative errors. Gaz Métro Plus enlisted MobileAware to jointly develop a mobile solution that would automate the scheduling and dispatch process and support the daily workflow needs of the company’s technicians. Field personnel can now receive, acknowledge and provide status reports on service calls and also update inventories via tablet PCs. Data is wirelessly transferred to and from the field and synchronized with Gaz Métro Plus’ centralized work order management system using ExpressSync.

Gaz Métro Plus is so pleased with the benefits provided by their wireless-optimized scheduling system that they will shortly offer the solution to other field service companies via an ASP approach, charging a fee per call dispatched to a technician.

“With minimal knowledge of wireless technologies, we sought a vendor that could not only provide superior software, but could also help us design and develop a solution that was tailored to the unique requirements of our field force,” said Yvan Lefebvre, director of information technology at Gaz Métro Plus. “MobileAware provided both the technology and industry domain expertise and as a result we have a solution that has quickly realized significant savings and improvements in many areas of our operations. We have increased work orders and completions without adding to our field force personnel, technician downtime is a thing of the past and customer satisfaction levels are higher than ever.”

“The optimization of scheduling and dispatching is a key driver of operational efficiency and profitability for service companies,” commented Kevin McCloskey, MobileAware’s chief executive officer. “To achieve service-level goals without losing sight of operating costs, companies must fully empower their field personnel to tap into essential service information anytime, anywhere. Gaz Métro Plus is a wonderful example of how a well-designed mobile field force solution can dramatically improve the productivity and effectiveness of field service professionals, increase revenue and enhance customer satisfaction.”

About Gaz Métro Plus:
With assets worth more than $2.5 billion and more than 1,500 employees in Quebec, Gaz Métro is one of the largest natural gas supply companies in Canada. Gaz Métro supplies some 164,000 customers in Quebec with an underground pipe network almost 10,000 km long. One of its subsidiaries, Vermont Gas Systems, supplies about 37,000 customers. As one of Gaz Métro subsidiaries, Gaz Métro Plus provides maintenance and repair services for natural gas district air conditioning and heating equipment, and water heater rental services, including electric water heaters (HydroSolution).

About MobileAware:

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MobileAware Limited

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