OK Energiteknik with ExpandIT Field Service Management
More than 50,000 service orders a year, handled by 17 independent service partners. When so many businesses need to deliver the same level of service, everyone must work from the same information and share a common view of operations.
Heating Solutions and Service | Location: Denmark | Service Orders: 50,000+ per year | Solution: ExpandIT Field Service Management
About OK Energiteknik
OK Energiteknik is part of OK, a Danish energy company providing heating solutions and related services to residential and commercial customers throughout Denmark. Its offering includes heat pumps, gas boilers and oil-fired boilers, as well as service and maintenance agreements.
The service operation is delivered through a network of 17 independent service partners employing 79 technicians. Each partner covers its own geographical area, and together they handle more than 50,000 service orders annually.
Customer service is centralized at OK's customer service centre, where approximately 40 employees support OK Energiteknik's customers. OK has been using ExpandIT since 2021.
The Challenge
Coordinating a nationwide service network requires effective planning, consistent documentation, and reliable communication between technicians, planners, and customer service.
When independent service partners work with different systems and processes, maintaining a complete overview becomes difficult. Differences in planning, registration and documentation can create discrepancies and make it harder for customer service to answer questions about ongoing work or previous visits. This can lead to additional support requests, time-consuming follow-ups, and more resources spent on resolving issues.
The Solution
ExpandIT provides the shared platform used by OK and all its service partners. Every service order is managed in the same system, regardless of which partner carries out the work.
Each partner's planners have a clear overview of their technicians and service orders and use the ExpandIT Planning Agent to streamline scheduling. They select a group of orders, and the system generates a proposed schedule.
This saves time, particularly for planners who would otherwise have to organize routes by hand.
"It is considerably easier to select a number of orders and let the system generate a proposed schedule than to sit down and work out the postcode puzzle manually."
Alexander James Killeen, Optimization Consultant at OK
Field Service made easy
Field technicians also find several of the functions intuitive and easier to use than the systems they worked with previously. Some were already familiar with ExpandIT through other collaborations.
"Our technicians are the first and foremost specialists in heating solutions, servicing and troubleshooting. They are not necessarily interested in IT systems, which is why it is important for us to have a tool that makes the administrative part of their work as simple as possible."
Alexander James Killeen, Optimization Consultant at OK
How ExpandIT supports OK
ExpandIT streamlines workflows and simplifies everyday tasks across the service operation. The benefits are felt in several areas:
• Planners save time. The system generates a proposed schedule, eliminating the need to plan routes manually.
• One end-to-end service order process. Orders are created in OK's ERP system, processed in ExpandIT and invoiced through the ERP system. The technical department can follow each case throughout the entire process, for example when handling a customer's claim.
• Customer service has the information at hand. Through the planning board, employees can view scheduled orders and look up previous visits without having to refer customers to individual service partners.
• A solid foundation for data-driven decisions. Data from ExpandIT and the ERP system support daily service operations reviews and decision making across the business.
The Result
With ExpandIT, all 17 independent service partners follow the same working model. Feedback from the partners' technicians and planners has been positive, and Alexander highlights the solution's simplicity and clear, intuitive interface.
"A shared platform creates consistency across our partner network. This means fewer technical challenges and discrepancies, which in turn reduces the time and resources spent on support and troubleshooting."
Alexander James Killeen, Optimization Consultant at OK
As the system owner, Alexander continuously gathers feedback from across the business, including service partners, office staff and the coordinators responsible for managing partner relationships. OK handles some improvements internally, while others are developed in collaboration with ExpandIT.
"When challenges or questions arise, we find ExpandIT accessible, responsive and helpful. This gives us confidence in our day-to-day operations and makes it easier to develop the solution further as the needs of the business evolve."
Alexander James Killeen, Optimization Consultant at OK
With more than 50,000 service orders a year and 17 independent service partners, ExpandIT gives everyone a shared overview and a common way of working. By keeping administration simple and workflows consistent, it helps OK Energiteknik's service professionals focus on what matters most: serving their customers.
