Do More, Get More with ViryaNet: Mobile Workforce Management As a CSP Service Differentiator
With more rigid mobile workforce management solutions, service organizations commonly suffer from what is known in the industry as “good hair days” and “bad hair days.” Meaning, some days the mobile workforce management solution's optimization is good, other days it's bad, depending on changes that need to be accommodated throughout the day. But ViryaNet's solution can adjust to changing scenarios, like busier days or days with frequent calls from disparate locations, to keep the system running at peak efficiency.
“It's really our secret sauce,” Hinenzon says. “We're the only solution that has a dynamic configuration and is built for continuous improvement.”
It's also flexible enough to allow the organization to experiment with the goals that work best for them. Some prefer to balance the work amongst the employees. Others may value scheduling efficiencies. There are many schools of thought about how to maximize a technician's time and effort. To promote giving customers the undivided attention of the tech, some dispatchers don't reveal the next job to the technician until the one they are working on is complete. Others want technicians to account for the number of calls they are able to answer in a given day. ViryaNet's mobile workforce management solution is flexible and smart enough to adjust to the evolving needs of a service organization.
Have You Seen My Field Tech?
Frontier Communications is an innovative, competitive CSP that offers voice, broadband, satellite video, wireless internet data access, and data security solutions. With ViryaNet’s solution, Frontier automates and optimizes the deployment of its field engineers with a goal of reducing truck rolls, tracking the progress of service calls, improving response time, and improving customer service.
“A critical issue facing customer service organizations today is manpower utilization. As we acquire new markets, the satisfaction of our customers hinges on how quickly and reliably we resolve service calls,” said Monica Braden, AVP, business pperations, Frontier Communications.
XO Communications is another leading provider of advanced communications, managed network and IT infrastructure services for business, large enterprise and wholesale customers. XO uses many components of the ViryaNet solution, including workforce management, scheduling optimization, mapping, contract entitlement, field parts logistics, and automated workflow processing.
“ViryaNet’s applications allow our technicians to interact with other members throughout our organization and provide our customers with a consistent and high quality of service,” Mark Faris, senior vice president of Network Operations with XO Communications says.
Define Success, Then Improve
The key for any telco--or any field service organization, for that matter--is to start with well-defined service objectives.
“In particular, it's important to strike the right balance between cost of service and quality of service,” Hinenzon says. “A framework to support continuous improvement can be achieved by continuously measuring your service metrics and relating those measurements to process changes. This is particularly important for telecommunications service providers juggling dynamic and complex schedules. Secondly, and perhaps most importantly, the market is very competitive. Service providers that want to lead the pack, need to go the extra mile to build their service DNA into their mobile workforce management projects, balance cost and quality, and continuously improve.”
