Field Force Automation

The ticketing solutions used currently by most telecom service providers do not support field force scheduler and auto-dispatcher modules. Thus it becomes difficult to ensure high First-Call Resolution rates. Time consuming manual dispatch of field force also leads to increased call-wait time. Customer satisfaction score is hugely affected owing to delayed response and repeated calls to customer care for resolution of the same problems. Kumaran’s Field Force Automation Solution seamlessly integrates with your ticketing and network management system. It gives a single snapshot view of field force availability, skills-based routing, auto field force dispatcher, and assignment.

Business Challenges

• Manual appointment scheduling of technicians and next-best availability checks cost valuable time when customer is on call.
• Most companies experience increasing ticket volume and decreasing field force due to recession and productivity improvement measures.
• Increasing time for closure of trouble ticket and decreasing customer satisfaction.

What We Offer

Kumaran Field Force Automation Solution is a modular solution, which includes three major components:

• Demand Management – Foresees demands and initiates action plans to mobilize the appropriate skilled technicians
• Field Force Scheduler – Allows creation of pre-defined rules to make optimal use of resources and to execute the rules at appropriate times
• Field Force Dispatcher – Automatically assigns tasks to the appropriate resource as and when required, based on field force rules

Kumaran Field Force Automation has these capabilities:

• Scheduling of field force appointments
• Auto dispatch of field force
• Next-best appointment prompter
• Tracking
• Scheduling and forecast

Kumaran's field force system has a ticketing solution for the base. It has modules like material ordering, time reporting, and employee safety for the field force. When a trouble ticket is logged, customer agent checks for field force availability and skills using auto-dispatch. The field executives get the update while on road using a mobile client. It also speaks with other third-party systems like material management, facilities management, payroll, and fault diagnostics.

Business Benefits

• Decreased response time
• Increased First Call Resolution rate
• Automated work order process to reduce operating costs
• Continuous communications with centralized support staff for utility management in emergency situations
• Effective fault identification
• Effective management of field force automation
• Improved bottom-line savings and top-line revenue growth