Implementing enterprise asset management solutions
Eric M. Stockton
Senior Director
Enterprise Group, Autodesk, Inc.
7935 East Prentice Avenue, Suite 400 West
Greenwood Village, CO 80111
Tel: (303)256-5947
Fax: (303)256-5950
E-Mail: mailto:eric.stockton@autodesk.com
Introduction
Database management technology is rapidly evolving and becoming a platform for
deploying enterprise applications like ERP, CRM, e-commerce, digital libraries to
hundreds and thousands of customers - all on the Internet. As one example, databases can
be used as the foundation for developing and deploying geospatial applications and
services. These solutions can build upon database technology that is open, scaleable,
secure, and extensible.
This means that spatial and attribute data can now be managed in one physical database,
thereby reducing processing overhead and eliminating the complexity of coordinating and
synchronizing disparate sets of data as well as improving a variety of data management
issues such as long transactions.
Users can define and manipulate spatial data through SQL and gain access to standard
RDBMS features such as a flexible n-tier architecture, object capabilities, robust data
management utilities, and Java stored procedures. This ensures data integrity, recovery,
and security features that are virtually impossible to obtain with other architectures.
Fundamental shifts are occurring in the way utilities access, disseminate, analyze, and
store their information. For example, the decision of where to expand/improve service
areas involves a number of locational factors, quality of existing network, potential for
revenue growth, and competitor coverage area. Likewise, utility call centers must quickly
respond to customer complaints- identifying locations that require fast resolution of
reported outages and equipment problems.
Utility Call Centers: Success is determined by quick response to customer complaints
and fast resolution of reported outages and equipment problems. Adding spatial analysis
to Customer Service department Call Center applications allows operators to view the
location of all calls and correlate the locations to trouble types and nearby assets. With
spatial technology, service providers can store attribute data for each customer including
location, which is key for communicating with engineering and repair crews, and store
the data for reporting to management and other departments.
Customer Service: Field service delivery requires utilities to track customer complaints,
determine trouble types, and location of service problems. The information can then be
passed to the proper personnel responsible for handling specific types of emergencies.
Location enhanced service records can also by analyzed and correlated with historical
trouble data, allowing engineers to see where recurring trouble poses serious threats and
to decide how best to resolve network difficulties. The compiled information can be used
to produce market strategies, marketing programs and network planning and
management.
Sales and Marketing: An important retail marketing activity is analyzing population
demographics with current customer lists to see what type of person might be attracted to
a particular service in that area. For example, in the energy industry, this type of analysis
is useful not only in determining areas for new service expansion, but also for predicting
energy volume and usage per customer. Location-based analysis can be used to target
potential customers and determine what types of services might be purchased in a given
area based on household income and family size variables. This information can also be
used to target marketing efforts toward a specific audience, determine which services will
be marketed in an area, and assist in designing rate plans.
By leveraging existing customer data that resides in the CIS, acquiring targeted industry
or regional demographic data, and generating a positive brand awareness based on a
reputation of strong customer service and flexible appropriate solutions, utilities will not
only retain customers, but will also build market share. As the utility builds strong brand
awareness, the logical next step is to add new services. Bundling services and products is
a tried and proven strategy throughout all deregulated industries. By investing in a
spatially enabled enterprise initiative, the utility will be leveraging existing CIS data with
network data, prospective customer demographics, and internal resource abilities into the
core intelligence by which decisions can be reached with more intelligence.
