This company is a global telecommunications operator with presence in Europe, Latin America and other high growth markets. The company services 62 million clients and provides services in all segments of the telecommunications sector: wire line, mobile, multimedia, data and corporate solutions.
The company wanted to convert a totally manual system, handling a total of 3000 technicians who performed 1000 tasks per day, to automated scheduling. The scheduling solution needed to support complicated business rules and workflow processes, and to integrate with existing systems in the areas of work management, repository, billing, network testers, database, and new mobile solutions and reporting systems. In addition the solution needed to take into account different business rules for internal technicians, external technicians and contractors.
ClickSoftware was chosen to provide the scheduling software using ClickSchedule, ClickLocate, ClickMobile and ClickAnalyze. Euclides was chosen to implement and customize the solution together with Accenture.
Euclides brought in a team of experts, who implemented the products and created customized components in response to the following needs:
- Enforcement of unique business rules related to technician workflow.
- A plethora of business-specific data and customized forms used by dispatchers and technicians.
- Support for both windows and web client solutions for dispatchers.
- Crew related customizations, such as ‘permanent crew’ and ‘on-fly-helper”.
- Custom geo-coding solution, based on network box locations and postcode
The solution enables the client to optimize its scheduling, while collecting and integrating task-related business data, procedures and regulations. In addition, the client has the ability to change and enhance the “out of the box” features, such as custom geo-coding or crew management. The implementation was completed on time and on budget in December 2010.