Executive Summary

A US regional regulated utility provider, partnered with TerraLink to modernize the approach and execution of service work orders and management of assets. Leveraging OpenText Extended ECM in the OpenText Cloud integrated with SAP and Salesforce Field Service, TerraLink delivered a seamless ecosystem for asset tracking, work order management, and real-time mobile data access, empowering over 3,500 users with efficient tools for field operations and asset management.

Customer Business Challenges

The utility provider faced significant challenges managing a vast network of assets and millions of customers across six states. The existing systems lacked integration, creating fragmented data availability and workflow inefficiencies that hindered the tracking of assets and the execution of service work orders.
Without the system integrations and intelligent workflows, the Client struggled to maintain visibility of critical assets and effectively manage operations across a geographically dispersed workforce.
Field operations also suffered from limited mobile capabilities. Technicians needed real-time access to data and work orders, yet the existing mobile solutions were insufficient for the scale and demands of operations. This gap impacted on the efficiency of mobile workers and limited their ability to respond quickly to issues, reducing productivity and ultimately affecting customer satisfaction.

TerraLink’s Contribution

TerraLink implemented an integrated solution leveraging the connected workspaces capabilities of the OpenText Extended ECM software, seamlessly connecting it with SAP (RISE) and Salesforce Field Service. TerraLink also developed specialized mobile integrations using OTCS Mobile and Salesforce Field Service Mobile, empowering field workers with real-time data access, work order management, and asset tracking tools. Additionally, custom integrations were engineered between a third-party Switching Order system, SAP, and OpenText xECM to enhance interoperability.

Customer Business Outcomes

The new solution provided the Enterprise with a centralized, cloud-hosted platform that brought together resource management and customer relationship management under one ecosystem. This streamlined data access and improved collaboration across departments, resulting in greater operational visibility and faster decision-making. The enhanced integrations allowed the Client to reduce redundancies and achieve better alignment across teams and workflows.
The mobile functions enabled field workers to access work orders and asset information in real-time, improving response times and reducing service disruptions. With enhanced functionality, mobile teams could communicate seamlessly, track assets accurately, and manage work orders efficiently, resulting in increased productivity and better service delivery to customers.

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