Case Study

NetCologne Optimises its Field Service Organisation in Real Time

Real-time Operational Data

Improvement of Customer Service

Significant Cost Savings

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

A specialised planning solution considers complex parameters (order types, teams, special vehicles) automatically – instead of juggling everything manually.
Confirmed appointments and reliable time windows increase predictability for customers and the service organisation alike.
Real-time data exchange between head office and technicians ensures that order and status information is always up-to-date.
In case of disruptions or postponements, field planning can be re-optimised in seconds – without chaos in daily operations.
Mobile real-time planning significantly reduces costs and shortens response times – a direct lever for customer satisfaction.