ClickSoftware Case Study Portugal Telecom Communication Service Provider
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Transcript of ClickSoftware Case Study Portugal Telecom Communication Service Provider
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Proprietary and Confidential 1
Case Study – Portugal Telecom
Driving Efficiency with Automated Scheduling and Mobility
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Portugal TelecomMajor telecom provider• Over 97 million customers• 766,000 triple- play
customersExpanded its presence in Pay-TV market
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Challenges of the Pay TV MarketComplex hardware installations require specialized knowledge
• Routers• Switches
Need to expand service offerings
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Key Service Requirements• Installing or replacing equipment • Monitoring and support for
service engineers• Scheduling
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Change Management ProgramPortugal Telecom adapted three-year change management program
• Improvement of efficiency while expanding operations
• Software selection, scoping and design
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Finding the Right Solution
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“We wanted a fully integrated solution that would give the field service team �� dispatchers and
engineers �� everything they needed to deliver the best possible customer experience. ClickSoftware's track-record in large businesses with similar field service
challenges gave us a great deal of confidence.” Manuel Rosa da Silva,
Executive Board Member at Portugal Telecom
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Workforce Management and OptimizationHow Portugal Telecom Did It
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ImplementationPortugal Telecom selected ClickSoftware's workforce management and optimization solution in 2009:
• Scheduling• Mobility• Location Based Services• Analysis
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MobilityCustomizationIntegration of business process, workflow logic and core support Access to information All the information an engineer could need is available, even when offline or where connectivity is limited
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Mobility Roll-outStarted in October 2010
• 4,200 field engineers at start• 500 new users added every
two weeksRoll-out completed 5 months later (engineers, dispatchers and back office staff)
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SchedulingWorkforce management info is fed into ClickSchedule
• Automatic scheduling• Optimization – right engineer,
right job, right time• Automatic updates sent to
engineers mobile devices via ClickMobile
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Location Based Services • Intuitive map of the current
location of the entire mobile workforce
• Status indicators for current jobs • Easy to identify closest resource
for urgent tasks
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AnalyzeHistorical business intelligence
• Operational performance• Key performance indicators
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Impact
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Improved EfficiencyResulted in a 15% drop in Portugal Telecom’s overtime costs
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Customer Service• 50% drop in customer complaints• 70% drop in engineers failing to
show up for pre-booked appointments
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“We had to make very few customizations to ClickSchedule �� 90% of the features we used came straight
out of the box.” Manuel Rosa da Silva
Seamless IntegrationEasily integrated with more than 20 legacy applications
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Real-Time SchedulingFlexibility and Mobility
• ClickMobile automatically updates the dispatcher when a job status changes
• eamlessly re-optimizes the workloClickSchedule sad/schedule and sends updates via ClickMobile
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Access to InformationClickMobile enables field personnel to access to all workflows and job information, even when offline
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Performance
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“We have achieved solid results using ClickSoftware in terms of operational
performance and our wider key performance indicators. We now have operational
visibility and command & control, at a much greater level.”
Manuel Rosa da Silva
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Proprietary and Confidential
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