IBPM Service Management (SM) in Telecom
Digital transformation in Telecom Field Services
the Problem
Inefficient workforce time management, repetitive defects (e.g., by sending a bad person or with bad equipment to the customer),
Lack of information for the customer about mass failures or scheduled works,
Lack of categorization and analysis of defects (little data for devices series replacements)
Installation churn (sales orders were lost or the time before physically connecting the client was extended)
KPI Before
Service employees task efficiency: 30000 (maintanance) + 500k (installations) /200 FTE = 2650
Low FTR (First time resolution)
Significant Installation Churn
High quantity of replicated service requests
Long service resolution time
Low Net Promoter Score (transactional)
The implemented Solution
Service employee mobile application (task execution) including 3rd party services companies
Dispatcher's panel
Schedule management, map route optimizer
Service employee’s skill management
Questionnaires / scripts for registration and categorization of defects
Reports and analysis tool, predictive analysis
KPI After
51% increasement of efficiency in Service employees task efficiency: 25000 (maintanance) + 700k (installations) /180 FTE = 4028
FTR higher by 10%
Installation Churn reduced to almost zero
Replicated service requests reduced by 80%
Service resolution time reduced by 50%
Net Promoter Score (transactional) higher by 25%
New Services MgmtRevenues (from othertelecoms