Cincinnati Bell: Powering Growth With Field Service Management

Submitted by TOA Technologies

Overtime has gone up since Cincinnati Bell began using mobile workforce management software a little more than a year ago. And the company’s vice president and general manger of field operations is happy about that.

“We’re using overtime to feed our growth,” Cincinnati Bell Vice President Jay Kurtz said Tuesday at TOA Technologies’ 2013 Telecom Customer Engagement Forum. Unplanned overtime is down 45 percent since the company began using TOA’s ETAdirect, freeing Cincinnati Bell to dedicate its overtime budget to its growing fiber optics business.

“Next year will probably the first year going back to (2000) when wireline operations will drive growth,” Kurtz said, adding that fiber demand has been the most promising new product for Cincinnati Bell in many years.

Handling that booming demand without adding expenses means carefully managing employee time. Kurtz said the company needed more than better management tools. It needed cultural changes within the company. And it needed employees to take more ownership of their schedules. Cincinnati Bell’s field technician workforce delivered.

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