Atlanta Gas Light Company

Challenge
Altlanta Gas Light wanted to utilize technology as an initiative to enable its transformation to a customer-centric organization. In addition to providing exceptional customer service, through mobile dispatch, the company wanted to provide business systems that crossed organizational boundaries, opened access to customer information, and fostered customer growth.

Solutions
TMG was contracted in 1999 to develop a comprehensive customer service architecture which included: CIS, CRM, Mobile Computing, and selection of a system integrator to implement these solutions.

For their mobile dispatch TMG was contracted to assist in transforming the company from it manual process of printed orders from Customer Service Representatives to radio dispatching orders to its Field Service Representatives. AGL’s mobile dispatch/field automation project was a strategic initiative for the company.

TMG also prepared and issued a separate RFP for the mobile equipment and its configuration and installation in the company’s vehicles.

Concurrently, AGL hired TMG’s to conduct a wireless study to determine the optimum communication approach.

Results
The Automated Dispatch system AGL selected proved to be a primary catalyst in effecting a transformation of AGL into a customer-centric energy company. The system included all hardware, software and services required to implement and support scheduling, dispatching, routing, messaging, reporting, interfacing, communication and remote computing activities.
The entire installation was phased with the final service center going live in late 2001.