Strong collaboration and responsiveness produced more efficient processes making UtiliSphere™ an even better tool for Energy Transfer and the damage prevention industry.
With an extensive infrastructure and roughly 800,000 tickets processed annually, Energy Transfer required a robust 811 ticket management system. Before Irth Solutions, Energy Transfer used a ticket management system created by a sole proprietor. When he retired, so did his system.
Energy Transfer has 1,160 in-house locators who help protect its critical network infrastructure. Those locators needed access to reliable data when out in the field. The Energy Transfer damage prevention team also required reporting capability on damage prevention efforts such as past-due tickets, the number of tickets closed per locator and productivity reports to stay ahead of the curve on damage prevention.
Since Energy Transfer operates across most of the United States, they also must meet the requirements of multiple one call centers. An 811 ticket management system that was efficient, effective and could accommodate the varied and always-changing requirements of different one call centers would help Energy Transfer’s damage prevention professionals save time, identify potential issues and reduce risk and damage.
Above all, an 811 ticket management system provider responsive to their requests was paramount. For example, Energy Transfer needed UtiliSphere to auto-generate replies for Spanish-speaking excavators and a configurable smart ticket process.