M-net is optimising 70 technicians in field service
The regional telecommunications provider M-net has decided to implement the mobile solution mobileX-MIP for Field Service and the graphical route optimisation tool mobileX-Dispatch. M-net will provide equipment to over 70 in-house and third-party service technicians. The goal is to accelerate and optimise the service process.
Specifically, the technical field service team from M-net will perform the commissioning of fibreglass-based high-speed Internet connections for the customer, in addition to conventional service and maintenance procedures. At the customer's request, service technicians will also handle PC configuration, setting up Wi-Fi, e-mail services, etc.The mobile solution assists the service employee equally in coordinating appointments better and improved flexibility.
In the future, mobileX-Dispatch will be used to manage both M-net's own service technicians and the third-party service providers of M-Net. This way M-net will be able to name specific dates with a time window. The customer can therefore make an appointment that is specific down to a window of several hours. This greatly improves service quality in the telecommunications area compared to other market participants.
The technicians will receive their job data on their Samsung Galaxy Note Android smartphone while on the road. With its 5.3“ display and the S-Pen (for digital signatures on the service report), the mobile device offers users outstanding convenience. The receive all of the necessary job details, such as the customer signature, assignments, and further information. At the press of a button, the technicians can communicate with customers using the mobile application or use Google Maps offboard navigation to navigate to the next assignment location.
The service report (consisting of time, material, and comments) is finally signed by the customer directly on the device. Upon request, the customer then receives a copy of the service report by e-mail in PDF form.
With mobileX-Dispatch, the dispatcher has an up-to-date overview of all jobs and their status. For new assignments, mobileX-Dispatch shows available and technically qualified technicians at the press of a button. The dispatcher can intervene in scheduling as needed and freely make adjustments to appointments on short notice. The system assists the dispatcher in finding the best possible date using efficient algorithms for route optimisation. This enables cost-efficient, fast, and customer-friendly service.