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Eastern Propane Delivers Faster, Better Field Service [Video Case Study]

Posted by Patrice Farrell on Mar 23, 2016 2:34:16 PM

Eastern Propane delivers a lot of fuel, and as New England’s leading oil and service company, many of their deliveries take place in locations spanning areas with limited cellular service. Data from transactions completed out on the road could take as many as two or three days to make its way into the backend system. As a result, the company’s back office, service delivery drivers and customers had limited visibility to the most up-to-date status on work orders and billing.

Established in 1932, Eastern Propane has a long history of embracing technology to improve service to their customers. That’s why the company sought a technology solution to integrate disparate enterprise software systems and extend those integrations out to the field.

The Solution: Always-Connected Mobile Field Service App

To eliminate batch processing and create a real-time connection between dispatch and field technicians, Eastern Propane implemented DSI’s platform and Field Service Solution. With certified, pre-built integrations to the company’s instance of JD Edwards EnterpriseOne, DSI equipped Eastern Propane’s field techs to collect data in the field, regardless of cellular connection.

“Information is being collected for a service work order in the field—it’s exactly as if someone was sitting at a screen inside our office and typing that information,” said Mark Stone, Vice President of Information Systems at Eastern Propane. “Delivery ship confirmations, inventory transfers, time and attendance, pre- and post-truck inspections—those are all things that we can do in the office using JDE, that we’ve now pushed it out so that it takes place in our trucks real time and gets updated in our back office real time.”

The solution not only improves visibility throughout the company, but also boosts customer service. Stone said, “The fact that we’re able to capture this information real time in the field allows for us to bill our customers much quicker and improves the bill-to-payment cycle.”

Watch our video case study to learn more about the challenges Eastern Propane solved with DSI, including firsthand perspective from Eastern Propane leadership and field technicians. For additional information about how Eastern Propane is using DSI’s supply chain solutions, take a look at the full-length case study.

Topics: case study, eastern propane, field service, oil & gas, Solutions, Success Stories, success story

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