Wednesday May 27, 2015

Modern Field Service Improves Network Maintenance Work for Communications Providers (CSPs)

When it comes to customer-facing work, modern field service management solutions deliver proven benefits for communications providers. Here’s a look at how CSPs can power even greater results by applying the same field service management best practices to network maintenance field service operations.

As competition increases in the industry, many communications services providers (CSPs) turn to field service management technology to boost customer satisfaction and power efficiencies in order to differentiate their brand.

As a field service solutions provider, we’ve seen many CSPs significantly increase productivity, improve customer satisfaction ratings, and reduce operational costs by leveraging modern field service solutions in their customer-facing operations. Now, we’re seeing interest from CSPs in extending these benefits to the network maintenance operations.

Here’s how some of the best practices we’ve learned in working with CSPs in their customer-facing operations translate into the network maintenance side of their business.

    Automate, then optimize

    The days of manual processes and automation-only field service management are behind us, and CSPs are leading the way. Organizations are taking automation a step further – using modern field service tools with pattern recognition and predictive capabilities to optimize their processes.

    These solutions employ predictive analytics to optimize technician job assignment, scheduling and routing—taking into consideration individual technician skill sets, availability, location and service level agreement (SLA) terms. These capabilities allow CSPs to:

    • Boost workforce productivity with more jobs completed per day
    • Reduce operational costs, such as vehicle maintenance and fuel
    • Get the right technician, with required skills and parts, to each job faster and reduce mean time to repair (MTTR)

    As a result, customers are happier and CSPs can maintain compliance with SLAs while driving operational efficiencies. Automation alone can save time on planning and coordination; however, predictive field service optimization drives new levels of productivity and cost reduction.

    Put the customer first, and give them control

    It may sound simple, but a little can go a long way when it comes to your customers. Deploying a field service solution that gives all stakeholders – customers, call center representatives, service managers and field technicians – a real-time view of what’s going on in the field and leverages predictive analytics equips CSPs to:

    • Provide shorter appointment windows by accurately predicting when a technician will arrive and how long a job with take to complete
    • Ensure on-time technician arrivals every time
    • Communicate appointment status updates proactively

    In doing so, CSPs keep customers in the loop and reduce costs associated with inefficiencies, such as unnecessary trips to customers’ homes.

    The same idea can be applied to managing the field technicians doing network maintenance and repair. The visibility that modern field service tools provide can help CSPs:

    • Complete routine maintenance on-schedule to prevent downtime
    • Be transparent with customers when issues occur, providing accurate information about when the issue will be resolved

    This approach enables CSPs to positively impact the relationships they have with customers, even in a situation that is ordinarily perceived negatively – for example, being kept waiting for internet service to be restored, or a cable service outage to be resolved on game day.

    Empower your field resources

    Collective knowledge and the skills of the entire team are important resources for field service teams. Modern field service solutions with collaboration capabilities allow CSPs to empower their mobile workforce, enabling technicians to:

    • Easily connect with their peers to complete jobs the right way, the first time
    • Quickly identify nearby technicians and transfer work to an available tech when upcoming appointments are in jeopardy of missing their service windows

    Keeping the network up and running is a critical part of business for CSPs. Field service solutions with integrated mobile collaboration tools enable field technicians to:

    • Complete network maintenance jobs faster
    • Ensure work is done right the first time, improving uptime

    For example, if a technician arrives to a job and discovers a bigger problem that he’s not sure how to fix, he can connect to nearby technicians via the field service solution’s integrated collaboration tool. One of them might have the right skills to complete the repair work, which helps resolve the issue faster.

    CSPs have an opportunity to apply the same best practices learned from customer-facing work to their network-facing operations to drive additional benefits. With modern field service solutions, CSPs can amplify the efficiencies, customer satisfaction and cost-savings, and propel their business further to stay ahead of the competition.

    Want to learn more about our Oracle Field Service Cloud solution? Check out our Oracle Field Service Cloud Service for Communications data sheet or request a demo today!

    Tuesday Feb 26, 2013

    Crafting the Cross-Channel Experience For Communications

    What Communications Service Provider (CSP) is not being challenged these days?  Customers demand more and more from their network and expect to be dazzled at every moment.  Customers are tempted by rich video content, social networking, and a plethora of apps.  Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations.  Nurturing brand consistency across a variety of channels is essential for forward-thinking operators as they look to build lasting relationships with customers and avoid churn.

    Leading CSPs are benefiting from this changing landscape and social movement by using monitoring tools that listen to social conversations around their brands, and deflect customer interactions from assisted channels to unassisted channels as part of a drive to lower costs to serve subscribers.   That’s why getting buy-in from these customers across social channels is vital for CSPs moving forward. It involves instant returns when done correctly and allows operators to offer promotions and bundles to a wider audience. Being able to support and leverage the interest of consumers and use social knowledge  as an enabler will win CSPs fans and allow them to gain market share in the process—and that is good for business.  Read more.

    Interested in the latest on Communications Customer Experience?

    Want to begin the journey - read more about Oracle’s Communications Customer Experience.

    Tuesday Sep 18, 2012

    Oracle Commerce Best Practices for the Communications Industry


    In today’s volatile economy, Communications Service Providers are challenged to offer a complete, cross-channel commerce experience. With Oracle Commerce solutions, CSPs can get closer to customers and gain valuable insight to maximize ROI across all commerce activities. Join us for a  live webcast on September 26th with featured speakers Raghavendra Ademane, Omni-Channel Commerce Consultant at Professional Access and Brenna Johnson, Product Manager, Oracle and learn how you can manage and deliver commerce experiences for Communications that engage customers and promote loyalty.

    The panelists will guide you through a number of topics including:

    • Current Communications market trends, opportunities and challenges
    • Introduction to the Oracle Commerce solution with case studies
    • Demonstration of the solution for Communications with live Q&A

    Register today and learn how Oracle's latest innovations for Communications can help you increase online sales and enhance cross-channel commerce interactions.

    Tuesday Jul 10, 2012

    Communications: Customer Experience

    Imagine, what would a totally new customer experience look like in Communications?

    Could a customer research comments from social networks, buy online and be geo directed to a nearby store to pick up the device?  Could the customer be contacted proactively that he is approaching a data threshold for a smart phone and be offered value added options to manage usage? Could the customer upgrade video features interactively and leverage loyalty points for payment? Watch this short Communications Customer Experience story to see how these these challenges are met and exceeded.  

    Learn about the Oracle Customer Experience and Oracle Communications.

    Wednesday Jun 13, 2012

    Communications: BSNL Unifies The Customer Experience

    Hear how BSNL achieved a unified customer experience across channels.  BSNL is India's number one telecommunications operator with 70M mobile customers and 20M wired customers. They consolidated 330 different districts and customer experiences into a single customer experience across the contact center, web, email and SMS.  Click here to listen to their journey. Read more about Oracle Communications.

    Tuesday Apr 24, 2012

    Grameenphone Completes Customer Calls 166% Faster, Grows Subscriber Base by 56% in Two Years


    Grameenphone is Bangladesh’s leading mobile telecommunications service provider whose subscriber base consists of prepaid (97%) and postpaid (3%) cell phone users.  The company operates more than 13,000 cell phone base stations at approximately 7,000 locations across Bangladesh and has about 5,000 employees.  

    Until late 2009, Grameenphone used approximately 40 applications to manage customer interactions, billing, and campaign management functions for its cell phone subscribers. These applications were not integrated, which meant it took too long for the contact center staff—who had to switch between multiple screens—to handle customer calls. Grameenphone also believed its customer churn rate (the proportion of subscribers who leave during a given time period) was related to product offers not being targeted enough to subscribers.

    Grameenphone engaged Oracle Partner Wipro to deploy Siebel customer relationship management (CRM) products. The CRM system enabled fast and effective order management, reduced call handling times and subscriber churn rates, increased the number of targeted marketing campaigns that can be created each month, and helped convert more leads into paying customers. Customer data such as names, addresses and transaction information are stored in the Oracle Database 11g.

    “The Siebel CRM and communications system helped us create more targeted campaigns and has improved customer service, which played a key role in the 56% growth of our subscriber base to 36 million in two years,” said Asif Naimur Rashid, general manager and head of enterprise planning, Grameenphone.  Read the full customer story here.

    Tuesday Feb 21, 2012

    Are You Meeting Communications Consumer Demands in an Increasingly Mobile, Service-Oriented World?

    Today's telecommunications consumers expect a more personalized customer experience. This requires communications service providers (CSPs) to act more like retailers than traditional telcos.  Listen to the replay of this webcast with industry leading analyst, Analysis Mason, and Oracle. You will learn how you can convert online visitors to buyers and more.

    Wednesday Feb 15, 2012

    Telecommunications - Boost Online and Cross Channel Revenue

    Consumers expect a personalized customer experience in which communications service providers (CSPs) act more like retailers.  As a result, CSPs must streamline sales and marketing tactics to provide a consistent brand and service-focused sales culture.  Tune into this informative webinar to explore successful  e-commerce strategies for telecommunications that can:  

    • Increase conversions of visitors to customers by 16%
    • Increase online orders by more than 50%
    • Greatly reduce the cost of processing online orders

    Featuring distinguished presenters from Analysys Mason and Oracle, this webinar will reveal cross-channel marketing and sales strategies for providing a uniform, personalized buying experience. It will also explain how CSPs can easily adopt sound retail standards. Presenters include:

    • Mark Mortensen, Principal Analyst, Analysys Mason
    • David Fan, Senior Director, CRM Product Management, Oracle

    Listen to the full webcast replay here.

    Tuesday Nov 08, 2011

    Accelerate Offer Time to Market For Communication Service Providers

    Accelerate Your Offer Time to Market

    Advanced Central Order Management Systems drive positive service provider business metrics:

    • Fast Offer time to Market
    • Cross Channel Ordering and Fulfillment
    • Short Order cycle time
    • Lower Operational costs

    Oracle invites you to visit a dedicated Order Management Resource Centre and discover Rapid Offer Design and Order Delivery (RODOD) solution. Watch Customer Reference Videos in our Showcase section including: Korea Telecom, Telecom Malaysia and COLT.

    Access our Order Management Demo Studio and review the End to End RODOD solution with different business scenarios including Unified Offer Design, Cross Channel Ordering & Fulfillment and Order Life Cycle Management

    Are you RODOD ready? Take a RODOD assessment to help you quantify the potential impact of an intelligent order management solution on your business. Our experts will be happy to discuss how you can realize that potential by contacting you directly.

    Understand the Analysts view of this world-class solution and see why the TM Forum have certified it against their business process frameworxs

    Watch - Listen - Read - Learn - Ask

    Tuesday Oct 25, 2011

    Sprint Becomes More Efficient When Customers Go Online

    Watch and listen to Sprint's success using Oracle's ATG Web Commerce to support key customer experience objectives.  This includes achieving a more personalized on-line experience and moving customers to their website from call centers.  Recent results include a 25% growth in Ecare self-service. Another focus includes a new community site with ratings and reviews to support the purchase process.  Also read here to learn more about Oracle's ATG Web Commerce solutions.


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