Direct Energy

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March 19, 2015
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Direct Energy

“Euclides literally worked night and day to arrive at a solution that satisfied our business. Their diligence and dedication to their clients is fantastic, especially the way they elevated our understanding of the software so we could communicate more fluently about configuring the product to address our needs.”

Dave Gosling, Direct Energy

Direct Energy Essential Home Services provides repairs, maintenance and installation of HVAC systems, and energy-related home improvements to 1.3 million customers in Ontario, Canada. It also provides HVAC and plumbing protection plans to half a million clients.

Operating in an environment of deregulation and increased competition by smaller players, Direct Energy felt the need to boost its competitive advantage by upgrading its scheduling systems. They were already using ClickSchedule and determined it would be best to take advantage of new features available in a new product upgrade. It was decided that Euclides’ team of experienced professionals would be best suited to handle the implementation of the upgrade and installation of new modules.

A team from Euclides began the implementation of ClickSchedule in November 2007, working with the Steering Committee, Information Systems and Business Operations teams at Direct Energy.

Implementation Objectives:

  • Improve routes – reduce travel time and minimize engineers’ idle time.
  • Improve service level by taking ‘same site tasks’ into calculation consideration. Different tasks within the same site
  • should be combined and service should be provided by the same engineer.
  • Prefer internal engineers over contractors in order to manage service cost more efficiently.

The above goals were achieved through a custom ClickSchedule configuration designed by the Euclides team, followed by an extensive scheduling tuning process in both our scheduling lab in Israel and on-site with the customer.

In addition, Euclides’ implementation included custom modules, developed by Euclides, in response to the following business challenges:

  • Crew related customizations to encompass 3-tiered hierarchy: internal technicians, 3rd party contractors, and franchisee contractors.
  • Prioritizing of service and non-service tasks.
  • Customization of system access according to three-tiered hierarchy.
  • Enforcement of unique business rules related to labor regulations and service level.
  • Management and maintenance of service capacity – to determine the number of available engineers / service hours per task type on a daily basis across the different areas.

The upgrade and implementation of modules was completed on schedule and under budget in June of 2008.