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APA Group enhances field service efficiency with Adaptiv’s Azure Integration and Salesforce solution

Client Overview

APA Group is Australia’s largest natural gas infrastructure business, managing a vast portfolio of natural gas and electricity assets. As a major player in the utilities sector, APA is responsible for ensuring the reliable distribution of energy across the country. With a large workforce supporting these operations, APA sought to modernise its field service management to improve efficiency and responsiveness.

The Challenge

APA Group faced the challenge of lacking a dedicated field service solution, which made managing its large, distributed workforce difficult and inefficient. The absence of a streamlined system for work order creation and tracking resulted in slower response times and challenges in coordinating maintenance activities. APA needed a modern solution to automate and optimise its field service operations, enabling faster response times, more efficient maintenance scheduling, and improved data capture for billing and operational efficiency.

The Solution

After a rigorous Request for Proposal (RFP) process, Salesforce Field Service was selected as the ideal solution to meet APA’s needs. Adaptiv was engaged by Salesforce to build an integration between Salesforce Field Service and APA’s existing systems, using Microsoft Azure Integration Services. The solution automated the creation of work orders from Maximo, APA’s asset management platform, and integrated them into Salesforce. This automation included returning work order completion details and attaching relevant documentation, streamlining the entire field service process.

The integration provided APA with a modernised, efficient field service management system that allowed for faster creation and tracking of work orders, improved maintenance scheduling, and more accurate data capture for billing purposes.

Business Outcomes

The implementation of Salesforce Field Service and the integration with APA’s existing systems resulted in significant operational improvements. APA Group now benefits from faster responses to emergency callouts and more efficient scheduling of routine maintenance tasks. The automation of work orders has also made it easier to capture billing information, reducing the administrative burden on staff and improving overall operational efficiency. These improvements have led to a reduction in operational costs and allowed APA to provide better service to its customers.

Through its partnership with Adaptiv and the implementation of Salesforce Field Service, APA Group has transformed its field service operations. The integration of Azure and Maximo with Salesforce has streamlined work order management, increased responsiveness, and improved billing processes. This case study highlights how Adaptiv’s expertise in field service automation can help utilities like APA Group enhance their operational efficiency and service delivery.

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  • Christian Kelbrick Director of Sales – Data and Integration Tel (+64) 27 800 6806

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