Pounding the Pavement with Real-Time Communication: Field-Service Management and Optimization Lead to Enhanced Productivity and Significant Cost Savings

By Bailor, Coreen | CRM Magazine, January 2006 | Go to article overview

Pounding the Pavement with Real-Time Communication: Field-Service Management and Optimization Lead to Enhanced Productivity and Significant Cost Savings


Bailor, Coreen, CRM Magazine


Royal KPN's muddled method for scheduling, dispatching, and managing field engineers in its Fixed Network Operations division had the Dutch telecom giant hanging on for assistance. The company relied on a mix of applications, including Microsoft Access and Excel, and paper-based orders to plan and schedule appointments for its field force, which was dispatched via fax and phone. "Everything was done on hard copy, which was a very time-consuming activity," says Peter Aalbers, operations manager at KPN for southeast Holland. "So we needed to automate a lot of activities ... in order to get some efficiency within our organization in the office and in the field."

The lack of real-time mobile-communications functionality became service-delivery nuisances. "Our technicians made a lot of errors during installation due to lack of appropriate information," says Jacob Groote, general manager of transmission services at KPN. Moreover, the company sought a system capable of cutting field engineers' travel time and producing enhanced productivity-and-efficiency reports, while integrating with KPN's existing BMC Software trouble-ticketing application, Remedy Action Request System.

The telco selected Indus International's Indus Service Suite (including Work Manager, Work Mobile, and Work Optimizer), the field service management arm of Indus's service delivery management solution. "The Indus Service Suite optimizes the use of field-based resources, ensuring that the right resources are scheduled, at the right time, to the right place, and with the right parts, in the most efficient manner possible," says John Borgerding, senior director of sales and marketing for Europe at Indus.

[ILLUSTRATION OMITTED]

The deployment kicked off with a small pilot in the northeast region of the Netherlands in 2003, Groote says, before extending to other regions and types of services including switch repairs and core transmission repairs. The first round of implementation was completed in 2004. Additional plans include augmenting the implementation to PSTN and ISDN services and PBX installation and repair in the first half of 2006, according to Groote.

Service management specialist Mansystems, Indus's strategic partner in the Netherlands, spearheaded the implementation, providing all project management, technical implementation, and systems integration.

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Pounding the Pavement with Real-Time Communication: Field-Service Management and Optimization Lead to Enhanced Productivity and Significant Cost Savings
Settings

Settings

Typeface
Text size Smaller Larger
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.