Detector software offer to retailers

By ADAM GIFFORD

UnitedNetworks is about to ask its power retailers to pay for an application which improves management of faults and service calls.

"They have had LineLogix on free trial, but that is coming to an end," said marketing manager Bryan Crawford.

The trial showed the costs of managing normal service calls could be reduced almost 75 per cent using the electronic messaging and workflow technology, he said.

National services delivery manager Graeme Johnson said LineLogix was developed to overcome communication problems highlighted by the regulatory separation of lines companies from electricity retailers.

It was built by Auckland software house Utility Application Solutions, at a total cost to implement of about $1.3 million.

When UnitedNetworks' software detects a fault, it informs LineLogix of the location and extent of the fault. LineLogix matches that information against a dictionary of voice messages and presents a message for approval to a UnitedNetworks control centre operator.

When the operator approves the message, LineLogix uploads geographically relevant messages to a TelstraClear server. The application intercepts calls to the power retailer's fault line, tells callers when the fault is likely to be fixed, and then asks if they want talk to an operator.

During last month's weather bomb, LineLogix answered more than 16,000 calls in six days from Genesis and OnEnergy customers. Only 10 per cent went on to the retailer's call centre.

"That means 15,000 calls Genesis did not have to answer, so there were a lot of costs they did not incur," Johnson said.

Power retailers not using LineLogix sent more than 8000 faxes during the weather bomb.

Johnson said it took the application 30 seconds to generate the appropriate messages. Under the old system, it would take about 15 minutes between a fault happening and a retailer's call centre staff being informed what to say - 15 minutes in which operators had to deal with an avalanche of calls from upset or disgruntled customers.

At the same time LineLogix is getting the message out to its customers' customers, it is also telling UnitedNetworks staff, repair crews and key people at the retailer about the problem.

Line Logix