Keep the lights on. Keep the wheels turning. Keep people safe.

Essential services sectors like electricity, gas, water, telco, facilities, transport and field operations rely on complex networks, large workforces and high compliance standards. Yet most organisations still operate with outdated systems, manual workflows and disconnected data that slow everything down: work orders, asset management, scheduling, compliance, inspections, billing and customer service.

Ilaria helps essential service providers modernise operations using automation, AI, RPA, data and operational CRMs like HubSpot. The outcome: faster service delivery, safer work environments, reduced cost-to-serve and complete visibility across assets, people and the field.

The new reality for essential services

Across utilities, contractors, facilities managers and telcos, we see the same challenges:

• Fragmented systems across GIS, asset management, field service, finance and customer service
  
  
• Heavy reliance on manual work orders, spreadsheets and paper-based processes
  
  
• Complex contractor ecosystems with inconsistent onboarding, compliance and performance visibility
  
  
• Inefficient planning & scheduling, leading to travel time, rework and unnecessary truck rolls
  
  
• Safety and compliance burden, with high evidence, reporting and audit overhead
  
  
• Limited data visibility, making forecasting, resourcing and asset decisions slow and reactive
  
  
• Customers expecting real-time updates on outages, work orders and service requests
  
  

Automation and AI consistently deliver:
greater reliability, lower costs, safer operations and tighter service performance.

Where Ilaria helps

1. Contractor, workforce & compliance management

• Digital onboarding, licensing and safety compliance tracking.
  
  
• Performance monitoring using structured evidence and field data.
  
  
• AI-supported risk assessments and rules-based decisioning.
  
  
• Workflow automation for inductions, audits and contractor approvals.
  
  

2. Work order & field service automation

• End-to-end digitisation of work orders, dispatch and closeout.
  
  
• Predictive travel/time reduction using routing models and demand forecasting.
  
  
• Mobile-ready field applications for evidence capture, forms, GIS interactions and safety steps.
  
  
• Automated validation, approvals and billing triggers.
  
  

Impact:
Case study results across utilities include 9,000+ hours saved per year, “truck roll” reduction, and sub-12-month ROI across multiple phases.

3. Planning, scheduling & route optimisation

• Automated scheduling based on skills, certifications, availability, geography, and priority.
  
  
• Intelligent bundling of reactive and preventative maintenance tasks.
  
  
• Rescheduling logic to reduce work fragmentation and increase job completion per shift.
  
  
• Data-driven views of backlog, capacity and SLA performance.
  
  

4. Service quality, inspections & safety

• Digital inspections with automated evidence capture and AI-driven anomaly detection.
  
  
• Safety workflows that reduce human exposure to high-risk tasks.
  
  
• Compliance automation for statutory checks across asset classes.
  
  
• Analytics to identify recurring quality issues or safety trends.
  
  

5. Cost control & financial operations

• Automated claims processing, invoice validation and supplier payments.
  
  
• Control tower dashboards for spend visibility across contractors, materials and crews.
  
  
• AI-powered pattern detection to flag overcharging or rule breaches.
  
  
• Improved forecasting and revenue protection across billing and settlement processes.
  
  

6. Data, AI & operational insight

• Integrate GIS, asset systems, field applications, CRM and finance for one operational view.
  
  
• Predictive maintenance models using asset history, work order patterns and telemetry.
  
  
• AI copilots for dispatchers, field teams and customer service to summarise, route and prioritise work.
  
  
• Dashboards showing outages, work progress, SLA risk, backlog and compliance status.
  
  

7. Customer & contact centre operations

• HubSpot as the service management layer for outages, service requests, approvals, follow-ups and complaints.
  
  
• Automated messaging for planned works, crew dispatch, arrival times and job completion.
  
  
• AI assistants for common inquiries (billing, outages, status updates, appointments).
  
  
• A single view of customer history, works, metering and service interactions.
  
  

Typical outcomes

• Significant work effort savings (1000’s of hours annually per business unit)
  
  
• Faster work order turnaround and higher first-time fix rates
  
  
• Safer operations through digital evidence and reduced manual exposure
  
  
• Stronger compliance through automated checks and structured workflows
  
  
• Reduced operational cost through routing optimisation and automated claims
  
  
• Clear visibility across field, asset, finance and customer operations
  
  
• Higher customer satisfaction through real-time communication and consistent service
  
  

A quick example

A Victorian electricity distributor automated work orders, connections, customer service and revenue management, delivering thousands of hours in annual effort savings, sub-1-year payback periods, and significant compliance benefits. Another utilities client reduced travel time and improved service quality by implementing AI-supported scheduling and automated evidence capture for field teams.

Essential services work best when everything is connected

When assets, people, contractors, finance and customers operate on a single digital backbone, you get a safer, faster and more resilient operation. Ilaria helps essential services providers modernise critical pathways without multiyear system overhauls. Just practical, high-return improvements powered by automation, AI and data.