With operations in 24 countries in Latin America and Europe, Telefónica, one of the largest telecom providers, evaluated its field service management strategy in an effort to transform its mobile workforce operations and standardize its customer’s service experience across its footprint. Based in Spain, the provider has more than 315 million customers and a large mobile workforce of field service technicians.
Initially, Telefónica employed different systems for mobile workforce management - a combination of homegrown and legacy on-premises solutions. One of the resulting challenges involved a large dispersed mobile workforce - with the limits of its existing systems, it was impossible for all employees, many of whom were contractors, to use one solution. This decreased management's visibility into performance, and prevented the business from delivering a unified customer experience.
To address the issue, Telefónica chose TOA Technologies’ mobile workforce management solution – ETAdirect - for its ability to provide better visibility into field appointments and mobile workforce, and the ability to more accurately schedule and route appointments according to each individual technician.
The HTML5-based application will now serve as the standard field service solution all global operations will use to manage field employees. It will first be deployed across operations in six countries.
Because the technology is cloud-based and delivered through the browser, all technicians worldwide will use the same application, centralizing IT and making the technology easier to use. Telefónica also chose TOA Technologies because its cloud-based solution offered scalability for global operations and the ability to work on any device.
Since there is only one view into all of its field operations, both employees and contractors will have access to the same solution. However, views can also be configured for various parameters based on regions.
Designed as a mission-critical application, the field service management solution also leverages time-based performance pattern recognition and predictive analytics to personalize the workday for each mobile employee.
“The patented, predictive self-learning system learns about the attributes of a mobile employee and applies that knowledge to future tasks,” said John Opdycke, Vice President of Worldwide Marketing, TOA Technologies. The system is constantly improving with every bit of information received, he said, adding that 10,000 jobs can be routed in about four minutes.