Hera Group

Appointment Booking Project

Hera Group is one of the largest Italian multi-utility companies with 10,000 employees, operating in a variety of sectors ranging from environmental services, integrated water cycle, energy supply (electricity and gas distribution and sale, energy services), public lighting to telecommunication.

Energy & Utility
Technicians involved


Managing appointments’ booking increasing efficiency standards

Considering over 4M citizens and 350 municipalities served in Italy, Hera Group represents a real giant in the Utility industry and is required to master the management and delivery of services and activities within various areas of operation, both timely and efficiently. However, performing regular inspections, maintenance, and support on so many assets located at the end clients’ premises may turn out to be challenging for Hera Group’s dispatchers. They have to punctually assign more than 100,000 work orders per year to over a thousand field technicians considering territorial division parameters, service levels agreed upon with clients, local holidays, and, finally yet importantly, clients’ availability. Therefore, Hera Group needed a single solution to be integrated with third-party systems for efficiently managing the agenda of appointments and optimizing activities on gas, water, and electricity networks.


Centralized management of appointments and activity optimization

Hera Group opted for the OverIT Next-Gen FSM Platform, the best-of-breed FSM solution providing advanced appointments’ booking features to optimize the activity management and execution and comply with the service levels agreed upon with clients.

  • Integration with third-party systems
    Seamless integration with SAP Regiogroup and ECC platforms to display territorial organization, work order types to be performed, and areas of competence of technicians
  • Forecasting model for appointments
    Automatic and real-time generation of optimized appointments with clients according to territorial parameters, service level agreements, and local holidays
  • Optimized appointment booking
    Mobile management of the agenda of appointments and related single and multiple requests of intervention on water, gas, and electricity assets
  • Dedicated reporting system
    Display of the full list of appointments and related main information (e.g., place, address, date, time, reference to work order) on mobile


By using the OverIT’s Next-Gen FSM Platform, Hera Group reached:

Enhanced efficiency in scheduling and managing work orders

Increased flexibility in the agenda management

Optimized work saturation for technicians

Reduced travel times and costs

Since its establishment, Hera Group has placed sustainability at the heart of its strategy, believing that economic value and sustainable development are key drivers to produce a positive impact on society and environment. Hera Group is therefore the promoter of a series of initiatives to pursue carbon neutrality by increasing energy efficiency, mitigate climate change by deploying renewable energy, and protect air, soil, and biodiversity by wisely managing water resources.

The OverIT Next-Gen FSM Platform was introduced along these lines, in an effort to foster industry and infrastructure innovation, as well as safe and high-quality digitization. The final goal is to continue serving communities according to the highest standards of quality and efficiency, to create sustainable cities and make the world a better place.

OverIT Next-Gen FSM Platform has also contributed to reaching Sustainable Development Goals.

sdg 6 engSDG 9 innovationSDG 11