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Case Study

Black River Electric Cooperative

Location
South Carolina, USA

Black River is a member owned, not-for-profit, electric cooperative dedicated to providing affordable, quality energy services to areas of Clarendon, Kershaw, Lee and Sumter counties in South Carolina. Since its inception in 1938, the Cooperative has grown and currently provides electricity to over 4,160 miles of energized line in a 3,000 square mile region.

Black River Electric Cooperative, a rural electrical distribution cooperative serving over 4,000 miles of line, sought to improve the efficiency of their non-pay disconnect process. Facing challenges with manual, radio-based reporting, they implemented Connixt iMarq, a mobile application for digitizing field operations. This case study details how iMarq significantly streamlined their workflow, improved communication, and provided the flexibility needed during a hurricane emergency.
Black River Electric Coop

Challenge

  • Inefficient Non-Pay Disconnect Process: Prior to iMarq, servicemen relied on paper service orders and radio communication to report disconnects, leading to delays and potential errors.
  • Manual Data Entry and Reporting: The need to manually call in disconnect information to dispatchers was time-consuming and prone to inaccuracies.
  • Need for Rapid Scalability During Emergencies: The cooperative required a system that could quickly accommodate increased user demand during hurricane events.
  • Integration with Existing CIS System: Seamless integration with their existing Customer Information System (CIS) was crucial for efficient data management.

Solution

Black River Electric Cooperative adopted Connixt iMarq, a mobile application that allowed their servicemen to:

  • Digitize service orders and input disconnect information directly into the app.
  • Submit forms electronically, instantly transmitting data to dispatchers.
  • Eliminate the need for radio-based reporting, improving communication and efficiency.
  • Provide instant messenger communication to dispatchers.

IMPLEMENTATION & RESULTS

  • Ease of Use and Rapid Adoption: The iMarq app’s user-friendly interface, similar to familiar phone interfaces, facilitated quick and easy training for servicemen.
  • Significant Process Improvement: Within three months, the cooperative processed approximately 1,300 forms through iMarq, averaging 80 forms per week.
  • Improved Communication and Data Accuracy: Electronic form submission eliminated radio-based reporting, resulting in faster and more accurate data transfer.
  • Scalability During Hurricane Emergency: iMarq’s flexibility allowed Black River to rapidly increase user access during a hurricane, adding 15 new users quickly and easily.
  • Excellent Customer Support: Black River Electric Cooperative highlighted the exceptional support provided by Connixt, including direct access to the support team for API and integration assistance.
  • Future Planning: Black River Electric Cooperative are planning on using iMarq to conduct a full meter change out of 32,000 meters over an 18 month period.

Benefits

  • Increased Efficiency: Digitizing the non-pay disconnect process significantly reduced the time required for reporting and data entry.
  • Improved Communication: Instant electronic form submission and messaging enhanced communication between servicemen and dispatchers.
  • Enhanced Data Accuracy: Electronic data entry reduced the risk of errors associated with manual reporting.
  • Flexibility and Scalability: iMarq’s ability to quickly accommodate increased user demand during emergencies proved invaluable.
  • User-Friendly Interface: The app’s intuitive design facilitated rapid adoption and ease of use.
  • Seamless Integration: The ability to integrate with the existing CIS system was vital to the efficiency of the implementation.

Within three months, the cooperative processed approximately 1,300 forms through iMarq, averaging 80 forms per week.

Conclusion

Black River Electric Cooperative’s successful implementation of Connex iMarq demonstrates the significant benefits of digitizing field operations. The app’s ease of use, flexibility, and scalability, combined with excellent customer support, have enabled the cooperative to streamline their non-pay disconnect process and improve overall efficiency. The cooperative’s future plans of a complete meter changeout using the iMarq application shows the great confidence that they have in the product. Black River Electric Cooperative highly recommends Connixt iMarq to other organizations seeking to modernize their field operations.

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