Field operations managers and service providers must effectively fulfill current field service requirements while acquiring clear insights on the drivers of service events to detect costly and avoidable operations. Pressed by increasingly demanding response times under complex entitlement structures, managers must balance service satisfaction with the ongoing drive to minimize the total cost to serve, and eventually avoid the need to open a service ticket altogether. Specific challenges include:
Short service response times
Accurate service diagnosis
Field engineer deployment avoidance
Leveraging knowledge collected in field
Inability to stockpile human resource capacity
Entercoms cloud based offerings empower field service operations to make insightful decisions that are context-specific and based on evidence, reducing cost-to-serve while meeting the contracted customer experience.
Entercoms Field Operations enable the fulfillment of service contract commitments while minimizing total cost to serve. Examples of significant results achieved: