TVCable Group, one of the leading service providers in Ecuador, has successfully finalised the implementation of the Comarch Field Service Management system, which now enables the operator to improve SLA compliance, decrease time to work order assignment, and improve service delivery time.
Efficient management of services in the field requires effective coordination and motivated, customer-focused employees. However, even the most committed workers cannot ensure optimal service processes if they have to handle manual work on each step of service delivery. TVCable Group sought to ensure high quality of service for its customers, which was the main concern for the top management of the organization. For this reason, TVCable Group decided to implement the Comarch Field Service Management web and mobile applications, to bring benefits to managers, dispatchers and technicians in the field, and completely digitize service processes.
The applied solutions have helped the company to improve customer satisfaction and service efficiency on several levels. The most appreciated result is the reduction of manual work, which translates into faster service delivery. With the implemented solution, the services are also delivered within the set SLA. TVCable Group can ensure 90% of installations within 24 hours, while the SLA for this type of service is 48 hours. Also, 80% of repairs are completed within nine hours, whereas the SLA here is 12 hours.
"The implemented Comarch Field Service Management software fully automates and truly streamlines our service delivery process. Since we deployed this solution, we have been able to eliminate a lot of manual work and, as a result, to coordinate field task assignment and execution more efficiently," says Marcel Ceruso, Director of Customer Service at TVCable Group. "This tool enabled our organization to achieve better KPIs, both operational and strategic. Decreasing our mean service time and providing it within the framework of a set SLA definitely improved our relationship with our customers.
"These changes could take place thanks to Comarch’s support throughout the analysis and implementation process, underpinned by their experience in the telecommunication industry. With their guidance, we have applied appropriate modules, configured the service workflows, and modernized the quality and productivity of the service," Ceruso added.
Beside the quantitative results, the company and their clients also benefit from the quality of the provided service. Customers receive updates via email, calls and text messages about service visits and their allocated technician’s location. The mobile app enables managers and dispatchers to control the quality of the technicians’ work. As a result, workers are motivated to follow the procedures and ensure the expected quality of service.