Improving Telecom Workflows for Better Customer Service: A Guide to Enhancing the Customer Experience Through Better Field Force Automation

It’s well-documented that higher customer satisfaction directly impacts customer loyalty and retention—and that ultimately boosts customer lifetime value and profitability. In a highly competitive industry like telecommunications, the ability to deliver exceptional customer service can reduce the odds of consumers or businesses switching providers and drive down customer acquisition costs.

Yet, telecom providers face a host of challenges when it comes to delivering the service experience their customers expect, from regulatory obstacles to labor constraints to rising costs. With subscriber volume and data usage increasing exponentially, it’s not uncommon for customers to suffer through long on-hold times or experience delays and difficulties in getting their service issues resolved satisfactorily.

Download the Guide to Learn:

  • Trends impacting telecom customer service
  • Challenges that telecom providers face in delivering the service experience today’s consumers and businesses demand
  • Five telecom workflows that can improve customer service through automation
  • Use cases that illustrate the impact that telecom asset management software can have on customer service

Download the White Paper

Working Faster & Smarter: A Guide to Automated Field Crew Scheduling

For utility companies today, field crew scheduling is one of the costliest and most complex tasks they undertake – and one of the more critically important. According to industry research, field operation labor costs typically represent as much as 60% of the overall asset maintenance costs utility companies incur. For many water and gas utilities, these costs can be as high as 80% of total spend.

This is because so much of the scheduling and workforce management processes are carried out manually by utility personnel. While this labor-intensive approach was sufficient for the needs of the industry years ago, today’s public is accustomed to much faster, more responsive services from the organizations that touch their lives (think Amazon and Netflix), and utilities must digitally transform their service models to keep their operations in step with what consumers today expect from them.

In this report, we cover the benefits of using an automated work scheduling solution to increase utility companies’ worker efficiency and productivity.

Read the guide to learn:

  • How the utility industry workforce is changing, leaving companies shorthanded and missing key institutional knowledge and skills

  • How automated work scheduling software can increase worker productivity and efficiency, allowing them to spend more time completing work rather than on manually tracking and transferring data

  • How to find the right scheduling tool for your company’s field automation needs

Download the White Paper

Digitizing Gas Utility Workforce Management Enhances Community Safety

Industry technology is quickly transforming, making it essential for natural gas utility companies to improve the efficiency and effectiveness of their operational workflows. One way to accomplish this is to automate and digitize the data collection process. By digitizing workforce management, natural gas companies eliminate manual touchpoints that can compromise not only the quality and accuracy of the data but also community safety.

Tracking and traceability automation solutions enhance safety measures by allowing natural gas companies to adhere to safety and environmental regulations that keep communities safe by preventing gas line-related disasters and that reduce the gas industry’s environmental footprint. These digital solutions are revolutionizing the natural gas industry, bringing deep, real-time visibility into the locations, conditions, and technical attributes of natural gas assets, information that can be easily accessed and utilized by mobile field workers who are tasked with installing, inspecting, and repairing equipment.

The ideal tracking and tracing automation can support workflow processes allowing field workers to have remote access to asset map data and be able to work more efficiently in the field. When field workers can visually represent asset data, it increases the effectiveness and accuracy of both small, individual crews and entire services territories. Below are a few important features you want to look for when selecting your workflow automation.

  • A web-based platform to serve as a point of integration enterprise-wide for administration personnel, supervisors, and dispatchers
  • A full-featured mobile application allowing workers to conduct installation, inspections, and other routine maintenance tasks with all the data and functionality at their fingertips – on their smartphone or computing device of choice
  • Forms that can be easily configured
  • Offline functionality and high-accuracy GNSS receiver integration for easy mobile access to satellite data
  • A scheduling and dispatch engine that leverages real-time insights to expedite and simplify mission-critical workforce deployments
  • Mobile workforce management features that allow managers back at the office to dynamically track the location of field crews and quickly divert them to new locations as needed
  • Work-order management functions for easy digital planning, tracking, and management of work orders
  • Enterprise level asset management tools to coordinate essential operational processes and enable deep, ongoing visibility into the condition of remote natural gas infrastructure.

Download our latest guide, “Automating Tracking and Traceability Processes: Minimizing Human Error for Better Field Outcomes” to discover how digital tracking and traceability tools can help you lay the foundation for a future defined by greater uptime, innovation, and better protection from the damaging effects of environmental factors.

Automating Tracking and Traceability Processes: Minimizing Human Error for Better Field Outcomes

With industry technology digitally transforming so quickly, the pressure is on for natural gas companies to embrace new tracking and traceability tools as they are brought to market and to modernize their systems, applications, and organizations.

In this report, we explore how digital tracking and traceability tools are revolutionizing the natural gas industry and providing for easier, safer, and more efficient field operations.

Read the guide to learn:

  • The latest regulatory requirements affecting the natural gas industry, such as ASTM F2897
  • Why it’s important to make the investment now in automated tracking and traceability technology
  • Key features to look for when selecting a digitized workforce management solution

Download the White Paper