Expert Field Force Automation And Its Effect On Field Service

Service providers increasingly face the challenge of managing field service operations to ever higher customer expectations, but with diminishing resources. The impact on operating budgets becomes especially clear when you consider:

• A large percentage of the field force is mobile and dedicated to servicing outside plant (OSP) infrastructure.
• High field force turnover.
• New telecommunications technologies are often expensive to develop and deploy, and demand a large and highly skilled field force.
• Keeping the field force current on new technologies is a continuous process that almost always leaves behind some portion of the force at any time.
• Current field force management products can't support today's ever changing environment— proven by the high ratio of dispatchers to field technicians, number of vehicle dispatches, and low technician utilization rates.