Telecom and Utilities

Extending Mobile CRM and Quality Customer Service to Telecom and Utility Industries

Public service companies are expected by their customers to provide the highest level of quality service, especially during high usage and extreme situations.

Telecom and utility companies benefit from Spring Wireless’ mobility solutions as we offer a wide selection of pre-built and customizable software applications that can run on existing infrastructure ensuring reliable connectivity and services to existing mobile devices and peripherals.

The connectivity, infrastructure and data transfer is transparent to customers, whose main priority is to receive uninterrupted services no matter the conditions that can affect downtime.

Spring Wireless offers mobility solutions specific to your industry which are easy-to-use, reliable and secure. Due to technology advancements and the variety of mobile devices currently available, telecom and utility customers expect prompt service from field and maintenance teams - these customer service individuals are highly visible to customers and their performance affects the level of loyalty to a business.

Decision-makers can receive and analyze data from a variety of incoming field sources, monitor service levels, review costs associated with requests and response times and review individual performance levels.

Spring Wireless' mobility platform gives the telecom and utility industries a vertical solution that focuses on:

Maximizing business value through increased and high quality service levels
Reducing total cost of ownership (TCO)
Expanding services allowing customers to make use of a single platform on a regional to multi-country implementation

Success Story

AES IMPROVED CUSTOMER SERVICE

AES Eletropaulo is the largest electricity distribution company in Latin America, distributing electricity in the 24 municipalities that make up São Paulo Metro Area, serving more than 16 million consumers in 5.7 million homes or establishments.

BUSINESS CHALLENGES

Improve customer services, employ productivity and reduce operational costs due to new regulations from Brazilian Energy Agency.

SOLUTION

The previos process:

The orders received from customers (call center) were assigned to a third party company dispatch team(service provider
The orders were distributed according to the specified team responsible for each region
The orders were printed and handed to the teams before leaving the office

The improved process:

The orders received from customers (call center) are imported to Web Portal and available to third party company dispatch teams
The dispatch teams allocates orders to specific field teams through Web Portal
Field teams receive orders directly in the Field
All orders are been sent to office as they are executed

BENEFITS

Averaged productivity increased from 40 to 60 orders per day per team
Average time to repair decreased from 4 to 2 hours

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