ClickSoftware Case Study Portugal Telecom Communication Service Provider
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Portugal Telecom implemented ClickSoftware's workforce management and optimization solution to enhance efficiency and customer service in their operations. This resulted in a 15% reduction in overtime costs and significant improvements in customer complaints and appointment adherence rates. The roll-out of mobility solutions allowed their field engineers to access real-time information and facilitated seamless integration with existing systems.
ClickSoftware Case Study Portugal Telecom Communication Service Provider
- 1. Proprietary and Confidential 1 Case Study – Portugal Telecom Driving Efficiency with Automated Scheduling and Mobility
- 2. 2Proprietary and Confidential Portugal Telecom Major telecom provider • Over 97 million customers • 766,000 triple- play customers Expanded its presence in Pay-TV market
- 3. Challenges of the Pay TV Market Complex hardware installations require specialized knowledge • Routers • Switches Need to expand service offerings 3Proprietary and Confidential
- 4. Key Service Requirements • Installing or replacing equipment • Monitoring and support for service engineers • Scheduling 4Proprietary and Confidential
- 5. 5Proprietary and Confidential Change Management Program Portugal Telecom adapted three-year change management program • Improvement of efficiency while expanding operations • Software selection, scoping and design
- 6. Finding the Right Solution 6Proprietary and Confidential “We wanted a fully integrated solution that would give the field service team ̶̶ dispatchers and engineers ̶̶ everything they needed to deliver the best possible customer experience. ClickSoftware's track- record in large businesses with similar field service challenges gave us a great deal of confidence.” Manuel Rosa da Silva, Executive Board Member at Portugal Telecom
- 7. 7Proprietary and Confidential Workforce Management and Optimization How Portugal Telecom Did It
- 8. 8Proprietary and Confidential 8 Implementation Portugal Telecom selected ClickSoftware's workforce management and optimization solution in 2009: • Scheduling • Mobility • Location Based Services • Analysis
- 9. Mobility Customization Integration of business process, workflow logic and core support Access to information All the information an engineer could need is available, even when offline or where connectivity is limited 9Proprietary and Confidential
- 10. 10Proprietary and Confidential Mobility Roll-out Started in October 2010 • 4,200 field engineers at start • 500 new users added every two weeks Roll-out completed 5 months later (engineers, dispatchers and back office staff)
- 11. Scheduling Workforce management info is fed into ClickSchedule • Automatic scheduling • Optimization – right engineer, right job, right time • Automatic updates sent to engineers mobile devices via ClickMobile 11Proprietary and Confidential
- 12. 12Proprietary and Confidential Location Based Services • Intuitive map of the current location of the entire mobile workforce • Status indicators for current jobs • Easy to identify closest resource for urgent tasks
- 13. 13Proprietary and Confidential Analyze Historical business intelligence • Operational performance • Key performance indicators
- 15. Improved Efficiency Resulted in a 15% drop in Portugal Telecom’s overtime costs 15Proprietary and Confidential
- 16. 16Proprietary and Confidential Customer Service • 50% drop in customer complaints • 70% drop in engineers failing to show up for pre-booked appointments
- 17. 17Proprietary and Confidential “We had to make very few customizations to ClickSchedule ̶̶ 90% of the features we used came straight out of the box.” Manuel Rosa da Silva Seamless Integration Easily integrated with more than 20 legacy applications
- 18. 18Proprietary and Confidential Real-Time Scheduling Flexibility and Mobility • ClickMobile automatically updates the dispatcher when a job status changes • eamlessly re-optimizes the workloClickSchedule sad/schedule and sends updates via ClickMobile
- 19. 19Proprietary and Confidential Access to Information ClickMobile enables field personnel to access to all workflows and job information, even when offline
- 20. Performance 20Proprietary and Confidential “We have achieved solid results using ClickSoftware in terms of operational performance and our wider key performance indicators. We now have operational visibility and command & control, at a much greater level.” Manuel Rosa da Silva
- 21. Proprietary and Confidential Thank you Visit us at www.clicksoftware.com