Driving Efficiency in On-Site Service Delivery - FSM
A telecom company gained control of fragmented field service operations, achieving a 40% reduction in response time and a 30% increase in technician productivity.
Challenges
A leading telecommunications company struggled with managing its field service operations due to fragmented systems for scheduling, dispatching, and tracking technicians. This led to delays, inefficiencies, and higher costs. Limited visibility into field activities also made proactive maintenance and decision-making difficult.
Objectives
The goal was to streamline field service processes, enhance efficiency through automation, and gain real-time insights to improve service delivery and customer satisfaction.
Solution Implemented
We implemented a centralized field service management platform with automated workflows for scheduling and dispatching technicians. A mobile app was introduced for technicians to access work orders, update job statuses, and capture data in real time. We also automated service request processes and introduced a dynamic scheduling system to optimize resource use. Additionally, we implemented a robust asset management system for real-time visibility into field assets and their conditions.
Outcomes
The implementation resulted in significant improvements. Response time to service requests decreased by 40%, technician productivity increased by 30%, and real-time dashboards provided actionable insights for proactive maintenance. The mobile app and self-service capabilities reduced the administrative workload, allowing technicians to focus on critical tasks.
Conclusion
The deployment of ServiceNow Field Service Management transformed the client’s field operations, making processes more efficient, enhancing visibility, and laying a strong foundation for continuous improvement and innovation in the telecommunications sector.
