Meet Olivia, a Service Delivery Manager (SDM) at a leading European energy management company. Her job? Keep the lights on, literally. With hundreds of maintenance teams spread across multiple plants in different countries, Olivia’s day revolves around one high-stakes metric: meeting the SLA by ensuring a steady electricity supply to households and businesses.

When an SLA violation happens, it’s not just a missed number. It’s a financial and contractual penalty, a reputational bruise, and an executive escalation that lands squarely in her inbox.

The Breaking Point

Olivia’s challenge wasn’t a lack of data, it was the opposite. Her maintenance data lived in one database, while her contracts and SLA documents sat somewhere deep in the data lake.
The operations, legal, and field teams each had to dig through multiple systems to get answers.

When a turbine failed or a site went dark, Olivia’s team scrambled. They needed to know: Was this downtime covered? Which clause applies? Are we about to breach an SLA?

But by the time they pieced it all together, the SLA window had already closed – making her company liable for penalties.

The Turning Point

That’s when Olivia’s company deployed eRAG to connect the structured maintenance data in databases to the unstructured contracts sitting in the data lake. Suddenly, Olivia could ask questions like:

“What was the cause of the incident that occurred in Italy yesterday?

“Did it breach our SLA”?

 “Which plants had repeated maintenance issues in the past 6 months?”

And she’s getting answers. Instantly.

The Payoff

Now, simply by asking eRAG to explore and analyze the data, Olivia can understand the cause of service disruptions when they happen; Legal teams can then assess if the company is in violation of contract and whether financial penalties apply. 

The bottom line: Thanks to eRAG, Olivia has changed the way she operates. Her company has saved hundreds of thousands of Euros in financial penalties; it has improved operations by responding to disruptions as they happen – and it has drastically improved customer service. 

About eRAG

eRAG combines the power of real-time operational data with ChatGPT’s amazing user experience. With eRAG, you can get accurate consistent answers and carry out intuitive data exploration with your operational structured data. eRAG gives you immediate answers visualized as graphs, tables, and summaries. It gives you insights and explores additional angles. It even uses AI agents to suggest actions, based on situational data analysis.