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Success Story
E.ON Next energises field service with Zebra’s durable, dependable, and high-speed ET65 Android tablets
E.ON Next wanted to equip field technicians with a dependable, high-performance device capable of running core systems smoothly, reducing delays during home visits, and keeping pace with growing field demands.
Zebra Success Story: E.ON Next
Overview: Energy and Utilities Challenge
Today, more than 1,750 technicians use the Zebra ET65 tablet to serve nearly 20,000 households a week. The devices run all the Android applications technicians need in the field—from customer relationship management (CRM) software, which displays schedules, tasks, and triggers background workflows, to communication, and even parking apps for on-site visits.
Benefits / Outcomes
- All-day battery life
- 16.6% increase in time spent at full connectivity, 60% reduction in devices repair tickets
- Faster app performance, reducing idle time in customers’ homes
- 10,000+ households served weekly with smoother, faster visits
Customer
E.ON Next
Coventry/UK
Partner
Industry
Energy and Utilities
Solutions
About E.ON Next
Across Europe, the energy transition is accelerating as countries scale up electrification, heat pumps, EV charging, and smart meters to meet 2030 climate goals. According to the European Environment Agency, in 2024, renewable energy accounted for 25.4% of the total energy consumption in the EU, including a 19% increase in solar power compared to 2023. But that momentum also puts new demands on the people making it happen; the field technicians installing and maintaining increasingly complex in-home energy systems, all while keeping the customer experience smooth.
E.ON UK is central to this shift. As one of the UK’s largest energy network and infrastructure operators, the company is working to build a greener, more digital, and more decentralised energy world. Through its E.ON Next brand, the company now supplies energy to more than five million UK customers, with a strong focus on sustainability and customer empowerment.
The Challenge
E.ON Next’s Net Zero Delivery team brings the energy transition directly into customers’ homes and businesses. Their field technicians travel across the country to fit or replace meters and install energy solutions such as solar panels and EV chargers.
However, the devices they relied on were becoming a major source of frustration. “They might be working through a job and the screen wouldn’t load, or something would take a while to process,” says Sarah Butler, Operational Readiness & Improvement Lead at E.ON UK. “That affects the customer too, because the technician ends up in their home longer than necessary.” The outdated handhelds created unnecessary stress and undermined technician confidence. With the lease on the old devices coming to an end, the team knew it was time to look for a better, more reliable solution.
Key requirements were for the devices to run on an Android™ operating system, ensure longevity, include security patches, and achieve performance improvements. It also had to handle day-to-day realities in the field—working in direct sunlight or rain and surviving the occasional drop, and a battery lasting a full day was a must. “We can’t have meter technicians reaching the middle of their day only for the device battery to be nearly dead, with no time to recharge,” Sarah explains.
With the Zebra ET65 tablets, full signal is achieved 31.5% of the time instead of 27% before, equivalent to a 16.6% increase in time spent at full connectivity. And cases of no signal at all in low-coverage areas have dropped from 1.8% to just 0.46%.
The Solution
E.ON UK partnered with technology provider The Barcode Warehouse, which reviewed the team’s requirements and identified eight viable devices. After narrowing the list to three, E.ON UK borrowed units from each manufacturer and launched a hands-on trial with around 50 field technicians, gathering daily feedback on usability and performance. “We worked closely with The Barcode Warehouse to make sure the devices weren’t just technically sound but practical for everyday use. Running the field trial was a critical step,“ says Sarah, “This process let us involve our key users early on. They really felt like they had a voice in the process, which was great.”
Alongside the technicians’ insights, the team analysed technical data such as battery life, signal strength, and other performance metrics. “Our technicians have to scan most of the items they use, so having an integrated barcode scanner was very important as well,” adds Sarah. After sharing all the test data and results with the senior leadership team, the company chose the Zebra ET65 Android tablets.
The rollout that followed came with a tight deadline. Technicians are almost always out in the field, the quarterly team briefing was the only moment E.ON Next could gather everyone in one place and distribute the devices. After extensive preparation—and with strong support from Zebra and The Barcode Warehouse—the team deployed more than 1,500 devices in just two and a half weeks. “The Barcode Warehouse and Zebra were very accommodating, flexible, supportive, quick to resolve any potential issues along the way, and just very easy to work with on a personal level,” notes Cameron Scott, Operational Readiness & Improvement Lead at E.ON UK.
Adoption was smooth, too. To ease the transition, one person in each team was given a device a month ahead of the wider rollout, ensuring there was always someone on hand who already knew the hardware and could support colleagues. “We did put together content—FAQs, guidance, where to find answers—but as technicians received and set up their new devices, they found it extremely straightforward and intuitive. They barely needed the content,” Cameron says.
The Zebra Difference: Outcome and Benefits
Today, more than 1,750 technicians use the Zebra ET65 tablet to serve nearly 20,000 households a week. The devices run all the Android applications technicians need in the field—from customer relationship management (CRM) software, which displays schedules, tasks, and triggers background workflows, to communication, and even parking apps for on-site visits. “The idea is that everything they need is accessible on the handheld,” says Sarah. Technicians charge the tablets overnight, log on in the morning to view their first appointment, and set off. “A lot of our technicians are getting home with a very reasonable amount of battery left—they’re not panicking that it’s about to run out of battery,” Sarah explains. When installing new meters or equipment, they use the ET65’s integrated barcode scanner, which feeds data directly into the CRM system.
E.ON Next has found the Zebra ET65 tablet more dependable than their old devices, with a 60% reduction in devices needing to be sent for repair. “The previous device even had a protective case, whereas the Zebra doesn’t—and it still seems more durable,” notes Cameron. And the few that do require repairs or replacement are handled quickly through Zebra OneCare™ support.
The biggest improvement is performance: apps load and run noticeably faster, which enhances the customer experience as well. “Technicians used to stand idle in a customer’s home, waiting for the device to load,” Cameron explains. “Now that the Zebra tablet has sped everything up, they provide a better, quicker service for our customers.”
As for connectivity, devices now have more than two bars of signal 96% of the time, compared to 93% before. “With the Zebra ET65 tablets, full signal is achieved 31.5% of the time instead of 27% before, equivalent to a 16.6% increase in time spent at full connectivity. And cases of no signal at all in low-coverage areas have dropped from 1.8% to just 0.46%, showing that they have a better range,” Cameron says.
Technicians praise the sharper camera, faster scanner, stronger signal, and overall performance—but above all, they value the reliability. “Our colleagues tell us that having one less thing to worry about has made a real difference. Some have even said they get home in a better mood,” Sarah says.
Looking ahead, the company is exploring several new opportunities with Zebra Technologies. For example, the team is considering RFID technology to improve real-time asset visibility in technicians’ vehicles. They’re also assessing whether another part of the field workforce—currently working from laptops—could transition to a Zebra device.
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