By Brian Albright, Field Technologies magazine
Automating scheduling and dispatch operations can be challenging for companies with complex service level agreement (SLA) requirements. Customers’ contracts can have varying requirements that affect everything from priority scheduling to billing processes. For companies that act as third-party service providers, managing technicians and work orders is even more complicated, since each client has its own mix of SLA requirements, and technicians are often called upon to work on behalf of different clients at different times.
Part of the Ledcor Group, a diversified construction company with operations across North America, Ledcor Technical Services (LTS), builds and services communications networks for wireline and wireless carriers in the U.S. and Canada. The company also provides telecommunications services installation, repair, and network maintenance for its clients. That entails everything from maintaining underground network infrastructure to basic residential service for its clients’ end customers.