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Field ServicesImprove Workforce Productivity and Service DeliveryThe status of a company's business value is tied directly to the quality of the organization's field services teams. How well teams identify with each type of customer and their needs as well as knowing the market trends are key components to winning in this highly competitive world. The Spring Wireless end-to-end Field & Service Management Solution provides customers with the key components required to meet the strategic goals of their mobility project. The comprehensive Field Service solution enables them to meet and standardize their specific business processes, regulatory requirements and policies. The solution delivers a highly profitable quality of service, improving efficiency, driving costs down and generating incremental revenues, but more importantly giving the corporation a competitive advantage in the market, based on the below principles:
Visibility and Transparency – Assures the organizations an unparalleled view of field operations by providing real time information flow from the field, to Call Center Agents, Dispatchers and Field Service Managers. Field Technicians will have better visibility into fellow technicians schedule and parts allowing them to collaborate better in the field. The system enables the various business groups within the organizations to be proactive in identifying problems ahead of time, more efficient with inspections and more easily identify potential problems based on current available history and react more rapidly to a variety of different conditions. Improved Customer Satisfaction - Ensures that all relevant information is available to the field technicians at all times ensuring higher first time call completion rates and improving customer satisfaction. The Spring Wireless solution empowers the field technician and back office service management staff to make real time business decisions that will provide better customer service improving customer relationship and satisfaction. In addition, the Web-based Customer Portal enables customers to create, view and monitor service requests and status in real time. Productivity and Efficiency – By automating and enhancing the current processes and providing a change-ready platform that will adapt to business process changes, the organizations realize more accurate and timely information, enabling them to improve field force efficiency, reduce cost of service, reduce cost of telecommunications, shorten the billing cycle with fewer discrepancies and ensure improved response time to customers. By improving productivity, they will be able to take on additional work without major impact to the work force. Business Flexibility – Provides the organization with a complete integrated solution and a very robust and scalable platform that provides a uniform way for delivering multiple mobile business applications to multiple domains of users. The change-ready solution gives the corporation the agility required to quickly adapt to changing market conditions and respond effectively to competitive and regulatory pressures. Ensure Compliance – Spring Wireless’, open, standards-based, auditable system enables the organizations to comply with Sarbanes-Oxley, comply with federal and state legislation and other regulatory governance requirements. |
Success Story Oi IMPROVES TECHHNICIANS PRODUCTIVITY WITH FIELD SERVICE SOLUTION
Oi is the largest carrier in Brazil, providing mobile, fixed and data services. The company was the first one to offer convergent and integrated telecom services in the country. They offer a range of services that comprehends landline telecom, mobile telecom, data communication, internet and cable tv. BUSINESS CHALLENGES:
PREVIOUS PROCESS:The field technicians staff received all the orders and paper forms at the head office every morning ,following that they drove to the incident spot, executed or not the order .At the end of each order, the agent had to fill up some forms like actions and tests performed, used spare parts, as well as expenses, fuel, tolls, food, etc and called the head office to close the order. IMPROVED PROCESS:The field technicians staff is now receiving all the order in their mobile phone ,and being processed and delivered them to the agents on the field. The agent is now able to select which orders he'll work in, depending on his current route and then receive the complete information for the selected ones such as location, service type and urgencies. RESULTS:
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