Cable&Wireless has implemented ClickSoftware’s workforce management solutions including ClickSchedule, ClickMobile, ClickAnalyze, Street Level Routing and ClickLocate, which will they say enable the company to increase the average number of visits completed by each engineer in a working day. This means Cable&Wireless will be able to further improve the customer experience and productivity.
Cable&Wireless, with the help of Wipro, have implemented the solution within two distinct business areas of field operations: installation and maintenance of mission critical telecoms solutions. The previous bespoke system used to manage programs of work for Cable&Wireless was deemed inflexible and didn’t optimise engineer time. As a result, the company looked to the open market for providers of specialist workforce scheduling and mobility software that could better address these issues.
Russ Hewitt, Director, Field Services, Cable&Wireless Worldwide, commented: “We chose ClickSoftware as they could provide a solution that would not only be robust enough to meet our very complex scheduling needs but also help us further improve the service we deliver to our customers.”
Hannan Carmeli, President and Chief Operating Officer of ClickSoftware said, “The Cable&Wireless decision highlights how important mobile workforce productivity is to cable and telecommunication companies in terms of cost, customer service and ongoing strategy.”
Once a job has entered the system, the ClickSchedule solution will synchronise engineer skills, location, and current workload with Cable&Wireless’ business rules (such as individual customer Service Level Agreements) to automatically optimise the scheduling process in real-time. The schedule information and job details will then seamlessly flow to ClickMobile on the engineers’ mobile devices.
ClickLocate monitors engineers’ locations in real-time, providing the dispatch team with the visibility to reallocate engineers quickly to deal with emergencies. Engineers will be able to update work progress and job completion details into their mobile devices, and this information is then used to provide real-time feedback into core systems as well as learn and modify metrics such as standard job duration etc.
ClickAnalyze will automatically receive this data and provide intelligence and management reports on issues such as Service Level compliance, engineer performance and areas of skills shortage. This can then be used to proactively improve future operations.