Background
A leading North American telecom company wanted a system to manage a large workforce and increase productivity. Dista Service, our robust field service management software, improved workforce management, optimized field efficiency, and enhanced customer experience.
Challenges
The company wanted to improve SLA adherence and combat issues of ineffective job allocation that led to increasing pending requests and slower response time. They also wanted deeper visibility on field technicians.
Solution
- Dista Service streamlined the company’s field service management to enhance its field workforce’s productivity and efficiency.
- Facilitated dynamic job assignments, resource allocation, zone-level dynamic scheduling hierarchy based on proximity, availability, and skills.
- Enabled supervisors to follow ETA and status updates on open service requests and manage field executives’ track records and performance.
- Improved business performance by empowering the company’s field force with Dista’s robust technology solutions, thereby boosting the overall customer experience.
Highlights
- Deployment of optimized field operations in Mexico
- Automated work order management for a large field force
- Grid management and service area definition
- Hierarchy-based deployment
- Improved response time, Mean time to repair (MTTR), and field executive productivity
- Real-time tracking of field agents with complete visibility
- Streamlined work order with automated scheduling
- Intelligent real-time nudges improved turnaround time (TAT)
Value Delivered
- 35% improvement in technician response time
- 35% increase in jobs per day with the same workforce
- 73% higher first-time fix rates (FTFR)
- 99% requests serviced within SLA
- 15% reduction in fuel expenses
