Aricent
provides a focus on Workforce and Trouble Management as it is a critical
function that provides cost savings opportunities due to improved efficiencies,
and it can positively affect customer satisfaction and loyalty measures –
impacting the bottom line.
Recent
advances in the ability to track and schedule work for inside and outside
technicians makes it critical for service providers to evaluate existing
processes and systems used to assign and track job progress. Often, a 30 percent
productivity improvement in job execution can be attained simply by updating
workforce management capabilities. Trouble management provides automation from
problem detection to root-cause detection and automatic assignment of the repair
task to the nearest, most qualified technician.
Workforce and
Trouble Management provides cost savings and enables better management through
metrics – including customer satisfaction, mean-time-to repair (MTTR) and many
other customer-facing issues.
Aricent has a
strong history of working with top telecommunications companies to evaluate
available solutions for improving workforce efficiency and effectiveness. Our
experience extends to the deployment of chosen solutions and carefully managing
the transition and rollout of the new systems – including the training and
acceptance of the workforce.
Aricent’s
strict focus on the communications industry has given us vast experience with
top service providers in every geographic region, including wireless, wireline,
satellite, and cable service providers. As a result, Aricent has the capability
to indentify and implement successful workforce management and trouble
management applications for any network environment.
Aricent can
provide a variety of services related to Workforce Management and Trouble
Management applications:
- HealthCheck
– Aricent provides a specific service related to determining the current
state, issues or gaps between the current state and a best-in-class or
optimal state, and the steps to move towards an improved state.
-
Vendor Evaluation and Selection – Aricent provides the expertise to evaluate
vendor solutions based on customer requirements.
-
Solution Implementation – Aricent offers planning, delivery, installation
and transition to the chosen solution.
-
Managed Service – Aricent can provide Workforce and Trouble Management as a
managed service.
As an
independent systems integrator, Aricent has working relationships with all of
the major Workforce and Trouble Management vendors, enabling us to more
effectively and efficiently support a service provider in the selection and
deployment of the right solution for specific needs.
Aricent
provides some solutions that were developed to address particular gaps in the
available Workforce Management solutions in the industry and may be the best
option for a solution deployment:
Mobile
Application Suite (MAST)
– Aricent has developed an application for handheld devices to simplify the job
management for technicians in the field. This application is enabled to run on
devices such as a Blackberry™, PALM™ or other PDA device
rather than a full-sized rugged laptop that may be present in the vehicle, but
not transportable to the final location. The applications in MAST provide for
job breakdown and step-by-step confirmation of job progress, enabling real-time
updates and status for every job. The communication allows for updates to be
received by a technician on site, enabling priority updates, job changes,
notifications and other capabilities to enhance productivity and communication.
Service
Assurance Unification case study