PTS Talks About How They Achieved Field Service Excellence

A Q&A with Justin Keane, chief operating officer for Pacific Telemanagement Services (PTS), a nationwide service that maintains pay phones and Internet kiosks in retail chains, government buildings and major airports like Boston Logan, Chicago O’Hare and Los Angeles International.

To improve the efficiency of its scheduling process and raise the productivity level of its workers, PTS turned to Trimble to implement a field service management solution. Now employing the technology for managing daily field operations, Trimble recently talked to Keane about the impact this solution has had on the company’s productivity and growth and how he approaches driving excellence in his organization.

Q: What challenges prompted PTS to look at field service management technology?

A: We recognized our need for additional effectiveness in our planning. Every morning we would give a batch of tickets to our technicians for their assigned regions and see what they could get done in a day. And every morning they would print a list of their tasks and then spend a half an hour planning routes based on their own knowledge of the area. We tried using a map to sequence the stops, but that took about an hour a day for each of our 8 regional hubs, which is 8 hours a day just to build the routes. Clearly, we needed to be more efficient and knew there must be technology that could reduce the time needed or eliminate it completely.

Download the full Q&A below to read more.