Case Study
NetCologne Optimises its Field Service Organisation in Real Time
Telecommunications company NetCologne, with around 397,600 telephone and internet customers, 28,200 mobile customers, and 186,600 TV customers, is one of Germany’s most successful regional carriers. With Solvares Field Service, the company has optimised its service organisation.
The Company: 420,000 Kilometers of Fibre Network
Its own extensive fibre optic network has a length of around 420,000 fibre kilometers and is one of the most modern in Europe. With around 770 employees, NetCologne maintains a close network of shops and offers its customers comprehensive technical services – such as fixed-line telephony and mobile communications, internet and online services, analog and digital TV, transmission paths, corporate networks, data services, and customised telecommunications solutions.
The Project: VISITOUR for Optimised Field Service
With VISITOUR, the company has now found an efficient way to work more cost-effectively in its service organisation, while reliably adhering to individual Service Level Agreements and significantly increasing customer satisfaction.
For optimal field planning, VISITOUR seamlessly incorporates individually definable parameters, as well as the often complex interdependencies in the utility environment – for example, multi-part orders, flexible team formation, or the scheduling of special vehicles.
The software then transmits the next order in real-time via UMTS to the service technician(s), who in turn report their current status via their mobile device. This way, VISITOUR always works with the latest data and can optimise field planning within seconds in case of disruptions or schedule changes.
The Benefits
The optimised service organisation, thanks to mobile real-time planning, not only leads to significant cost savings, but also to incident resolution in record time and therefore to satisfied customers.
What you can take away from this for your service
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Industry
Products in Use
Website
Results
- Optimised planning considering various parameters
- Arrangement of confirmed appointments
- 2-way mobile transmission of new order data
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