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Customer Snapshot: Overview

Loudoun County ranks #1 in median household income in the USA ($117,876 in 2012) 

For Loudoun Water, every drop of water matters, and every customer is treated as their only one. The company’s success rests on the shoulders of the employees. With outdated, paper-laden processes, Loudoun Water made a strategic decision to invest in their future with a custom field service mobile app for their 45 service technicians—built on SAP® Mobile Platform, and the SAP Afaria® mobile device management solution.

Company
Loudoun Water

Revenue
~US$1 billion

Number of Employees
210

Line of Business
Service

SAP Solutions
SAP Afaria, SAP ERP, SAP Mobile Platform

Headquarters
Ashburn, Virginia, USA

Customer Website
www.loudounwater.org

Implementation Partners
Sparta Consulting

Industry
Utilities

Customer Snapshot: History

Serving and Educating People About a Precious Resource

In 1959, the Loudoun County Board of Supervisors created the Loudoun County Sanitation Authority, which does business as Loudoun Water. Expressing a passion for purpose, they created the “Aquiary” in 2008, which is a set of indoor and outdoor interactive exhibits to educate people about water and water treatment.

Customer Snapshot: Business Model

Governed, Yet Privately Funded

Loudoun Water provides water and wastewater services to the unincorporated areas of Loudoun County, Virginia. Although Loudoun Water is a political subdivision of the state, like a town or county, the utility company receives no tax money. Fees collected from customers pay operating expenses. Availability fees paid by developers fund capital improvements.

Customer Snapshot: Success Strategy

Motto for Success:

Every drop matters. Every customer is our only one. Every employee holds the key to success.

The Challenge

Work Flow Dammed by Paper Orders

The field service team at Loudoun Water used a paper-based work order process in which maintenance orders were prepared at the main office and then distributed by hand to service technicians. To perform any service, technicians had to pick up work orders at the office before returning to the field. This created tremendous overhead, including travel, administrative costs associated with paperwork, order management, and data entry. Loudoun Water needed to simplify the service order process, and eliminate unnecessary travel by creating a mobile service order solution.

Enter SAP

Turning to a Trusted Source for ERP Integration Across Mobile Devices

Loudoun Water was already an SAP customer, having recently implemented a complete enterprise resource planning solution using a preconfigured, industry-specific version of SAP ERP. When Loudoun Water committed to developing a mobile application for their field service teams, the organization selected the SAP Mobile Platform, because it is a natural foundation for SAP ERP mobile solutions, and SAP Afaria for mobile device management.

Enter SAP: The SAP Experience

A Sparkling Implementation Team

Loudoun Water selected Sparta Consulting to implement their SAP solutions. Sparta’s integrated vision aligns with Loudoun Water’s drive to leverage technology to optimize business practices. As the implementation partner for both the ERP and the mobile solutions, Sparta’s ability to address Loudoun Water’s challenges will allow the utility company to optimize service, operations, and cost.

Better Business

Processes Flowing Together

Integrating the SAP ERP solution, SAP Mobile Platform, and SAP Afaria helps ensure operational efficiency by enabling Loudoun Water to use a single, reliable ERP system across locations and devices. Customer service representatives can now provide faster, more accurate responses to customers, thanks to automated processes on mobile devices.

Better Business: Run Simple

Instant Access to Current Data

The SAP ERP mobile app automates the service order process, and gives technicians access to the latest data at each service location. Real-time data support improves on-site decision making, and mobile devices allow services to be delivered with greater speed and accuracy.

Journey Ahead

Going Forward with the Flow

The SAP ERP mobile app automates the service order process, and gives technicians access to the latest data at each service location. Real-time data support improves on-site decision making, and mobile devices allow services to be delivered with greater speed and accuracy.

This mobile solution from SAP will transform our ability to meet future challenges by allowing us to improve our customer service, increase our operational efficiency, and enhance our fiscal stewardship. —Dale Hammes, General Manager, Loudoun Water
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