For M-net Telecommunication GmbH a working customer service and satisfied end users are essential criteria for the business success. A good hundred service technicians provide commissioning of Internet or telephone lines, carry out maintenance and rectify faults. 200 orders pile up here each day.
Until the end of 2013, the dispatchers at M-net distributed orders for these service calls via Excel spreadsheets or email. The technicians picked up their order lists either from the backend system or directly from the dispatchers. Having completed a job, they manually filled in the service report and handed it over to the internal service for further processing. There, the information was verified and entered manually into the job database or the trouble ticket system.
To meet the scheduled job growth over the upcoming years, M-net decided to replace the paper-based service processes by a modern, IT-based disposition solution. The service technician should also be equipped with mobile devices, through which they receive their orders and submit their service reports. M-net chose mobileX-Dispatch and mobileX-MIP for Field Service of mobileX, as these two solutions best met the requirements of the telecommunications provider.
The mobile solutions an field service management software not only allows a precise management of field technicians, but has also resulted in optimized processes along the entire value chain through order processing without media interruptions. This digitization also creates a high potential for downstream process improvements in commercial and logistic areas. In addition, the new system offers a higher transparency of our service processes.