Providing Quality Software and Service to the Utility Industry
NW Natural in Portland, Oregon has been an SOSMobile client since 2000.
NW Natural ranks first in the West in Customer Satisfaction Study
Portland, OR — March 14, 2012
InsightAtlast's SOSMobile may just be a contributing factor as to why NW Natural, a gas utility headquartered in Portland, OR, ranked first in the West and second in the nation in the J.D. Power and Associates 2012 Gas Utility Business Customer Satisfaction Study.
NW Natural has been continuously scheduling their service orders using SOSMobile since 2000. Successfully servicing 680,000 customers in 107 communities requires the sophisticated scheduling capabilities offered by SOSMobile. In addition to orders scheduled through service representatives, customer self-service is available through NW Natural's Web site using the SOSWeb component of SOSMobile.
"Customer service is very important to us here at NW Natural", says Mary Schouten, Applications Development Supervisor. SOSMobile allows us to maintain a high level of customer satisfaction in the area of field service. It provides the functionality we need to schedule nearly 100,000 service orders annually for our 70 plus service techs in eight regional offices. SOSMobile has been a stable and consistent product that helps us keep things running smoothly."____________________
Portland, OR — October 5, 2006
NW Natural, a gas utility in Portland Oregon, completed an update to version 3 of our SOS GUI application in 2006. This latest version was rewritten from scratch in Java, which means that is can be installed on computers that run operating systems other than Windows, such as Linux and Apple’s OS-X. All of the setup screens have been migrated to SOS GUI, allowing the system to be configured outside of the eCIS application.
NW Natural Installs Service Order Scheduler
Portland, OR — October 16, 2000
SOS to the rescue. New scheduling software is reducing service tech overload and adding certainty to customer visits in the Portland metro area. In the past, according to User Analyst Gay Scott-Dale, it was easy to fill up a service tech's time weeks in advance, creating an unworkable schedule and leaving no flexibility for emergencies. SOS (Service Order Scheduler) can be programmed to limit the number of assignments to make sure a tech's day is manageable. It automatically leaves room in the day to help people who are without heat or who report a gas odor. SOS is designed to help people receive service when promised and reduce service tech overtime. The company expects the districts to receive SOS installation and training in the near future.
Source: F.Y.I. - A newsletter for the Employees of NW Natural
Vol 10, No. 40 October 16, 2000