Case Study
Evolving Field Service Management to streamline operations
Our Work Force Management Platform for optimizing field services.
Where: italy
Where: italy
Challenge
Our client, a leading Italian provider of fixed and mobile telecommunication services with voice and data traffic, is undertaking an ambitious digital transformation programme with the aim of: providing a better customer experience, improving flexibility and speed of response to messages, proactively preventing problems, becoming more efficient in the delivery of services and management of systems, and becoming a "fully digital" provider.
Approach
To help our client achieve its goals, we have implemented a Work Force Management (WFM) solution based on the most extensive use of out-of-the-box product features.
Digital Ecosystem
Solution
Digital Ecosystem
The solution has made it possible to achieve maximum benefits in the management of operations in terms of easy adjustment of operational processes, reduction of planning and dispatch times, increase in the number of work requests managed daily, rationalisation of work planning and increase in service level agreement.
In addition, the solution enabled a significant and measurable improvement in the efficiency of the activities carried out by the technicians in the field, thanks to the optimisation of travel and scheduling, which led to a reduction in costs and a significant increase in productivity.
Results
Real time progress monitoring of work
Cost monitoring and optimization
Compliance with service level commitments
Impacts
Technologies
AI & Data
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