Guest Column | April 4, 2016

Future Field Force: Improving Efficiency, Enabling A Better Customer Experience

Andrew Scott, Wipro evangelist on the topic of Digitalization in Media and Telecoms

By Andrew Scott, Wipro evangelist on the topic of Digitalization in Media and Telecoms

Field services have experienced one of the lowest level of technology investment when compared to other areas of a company, resulting in poor levels of performance and inefficiency. Despite low technological investment, there is an untapped opportunity to transform field services and unlock significant performance benefit, which could vastly improve performance and cost-to-serve by more than 35 percent.

The most common challenges facing field services are: lengthy task time, manual process, wastage, lack of continuous improvement, low first-time success rate, repeat failures and a bloated resource model. These challenges present a twofold opportunity- to increase engineering performance to unlock capacity and reduce costs while enhancing customer experience to drive further revenue growth. Using mobile apps on smart devices below are some ways that companies can seize the opportunity to transform field services and improve performance.

1. Locate the problem – Guide the engineer directly to the likely location of the issue

Typically, engineers follow a learned fault diagnosis process, eliminating potential root causes methodically. However, technology allows for certain network problems to be diagnosed remotely to a high degree of accuracy. Providing the engineer with an application on the smart devices to help guide them to the problem reduces time and saves money.

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