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 …

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Publication information: Article title: Pounding the Pavement with Real-Time Communication: Field-Service Management and Optimization Lead to Enhanced Productivity and Significant Cost Savings. Contributors: Bailor, Coreen - Author. Magazine title: CRM Magazine. Volume: 10. Issue: 1 Publication date: January 2006. Page number: 42. © 2008 Information Today, Inc. COPYRIGHT 2006 Gale Group.

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