ARCHIVE FOR THE ‘comarch’ CATEGORY

MedicAir, an Italian provider of home health medical services and a distributor of medical supplies, has chosen Comarch to enhance delivery of medical gas cylinders, and to upgrade both installations and service maintenance planning to all the medical devices provided to healthcare institutions.

Is your organization’s field service management up to the mark? What if you could find a way to optimize operations so that you simultaneously improve your company’s indicators and customer satisfaction ratings?

Comarch’s new e-book goes much further than that, highlighting 50 areas to be optimized in field service delivery. What’s more, it’s free to download now – one click and you can begin reading in moments.

The challenges facing companies operating on today’s field service management market demand a new approach to delivery. Environments are changing quickly, customers expect rapid issue resolution, and workforces must be increasingly agile and connected. The only realistic way to face these challenges is through automation, made possible with a comprehensive, advanced and highly customizable product.. As in every business operation, knowledge is the route to success. That’s why Comarch has produced the e-book, entitled “50 Ways to Automate Field Service Delivery”, to put the information that you need directly into your hands.

This 23-page guide prepared by field service management experts breaks down areas in which you can start to make improvements, regardless of how big or small your organization is, and no matter whether you are operating globally or on a local market. Download your copy for inspiration about the best ways to unlock the service automation potential in your company in areas such as resource management, service request management, planning and scheduling, business management, work order execution, communication and asset management.

While it may seem at first glance that 50 areas to be optimized in field service delivery is a lot to take in, the paper has made it more digestible by breaking the e-book down into the sections outlined above. The result is a handy, go-to guide that will provide food for thought about immediate and long-term strategic steps you can take; in short, you can start to maximize the benefits of your reading right away.

If you’re still not convinced that your field service management processes need automation and optimization, don’t just take our word for it. Our e-book includes data showing how one international client smashed SLA targets following FSM implementation. To find out how they did it, and even join them, download your free copy of “50 Ways to Automate Field Service Delivery” now.

MegaFon, one of the leading telecommunication suppliers in Russia, has deployed the Comarch Field Service Management system to minimize the cost of service downtime and significantly improve and automate service delivery processes involving the work of 1500 employees. 

Managing tens of thousands of field service tasks per day in numerous locations requires enormous human resource capacity and generates significant costs. Additionally, with more than half a million network elements and thousands of employees engaged in the service delivery process, management of incoming issues is complex and time-consuming. MegaFon was looking to streamline these operations, minimize income losses resulting from network and service downtime, and improve field service quality. To reach those business objectives, Comarch implemented its Field Service Management system.

With the on-premises application of Comarch Field Service Management and the Comarch FSM Mobile app, the daily, paper-based responsibilities of engineers, managers and administrators have been digitized. In addition, subcontractors’ employees can now access the system and use its capabilities. As a result, field work management has been unified and centralized, which was crucial for the company.

Deployment of the software enabled MegaFon to automate field workforce management, optimize planning and scheduling, and introduce real-time reporting. With these features, the company is now able to manage tasks efficiently in connection with emergency incidents, planned works, customer complaints, energy systems and infrastructure problems from mobile and fixed networks.

“The implementation of the Comarch FSM solution in MegaFon is another opportunity to share our experience in the telecommunication sector and advise our client on how to optimize their processes. This project allowed us to build a strong presence on the Russian market,” says Szymon Uczciwek, Head of Field Service Management Consulting in Comarch.

About Megafon
MegaFon is one the leading telecommunication service providers in Russia, claiming 29.5% of the market share in 2017. The company and its subsidiaries operate in all Russian regions, along with Abkhazia, South Ossetia and the Republic of Tajikistan. Their subscriber base exceeded 77 million at the end of 2017.

Megafon’s company offer covers all telecoms market segments. Services include voice, mobile data, fixed-line telecommunication services, digital TV, IP telephony and innovative solutions such as mobile TV, OTT video content, M2M, mobile and financial advertising and cloud services.

MegaFon’s shares have been traded on the Moscow Stock Exchange since 2012, and on the London Stock Exchange since 2014.

About Comarch
Comarch is a global supplier of software and services for enterprises. It has over 20 years’ experience designing, implementing and integrating IT solutions for some of the world’s largest brands, including BP, Deutsche Telekom, Diageo, KPN, Orange, Telefónica, Unilever and Vodafone. Comarch has a specialist telecoms unit providing IT solutions to telecoms operators around the world. It builds technology solutions to meet the key requirements of telecoms companies, namely to increase revenue, grow business efficiency, simplify systems, cut costs, enhance the customer experience, build new services and shorten their time to market.

Comarch IT solutions for telecoms have been consistently listed in Gartner’s Magic Quadrant report, while its IoT offer has been evaluated positively by Berg Insight, IHS Markit and Gartner, who also named Comarch a “Vendor to watch” in the 2017 Market Trends: A Comprehensive Approach to CSP IoT Platform Selection Will Enhance Market Positioning.

The company has also been recognized for its work in the telecoms industry by other analysts, including Forrester, Informa and Frost & Sullivan.

TVCable Group, one of the leading service providers in Ecuador, has successfully finalised the implementation of the Comarch Field Service Management system, which now enables the operator to improve SLA compliance, decrease time to work order assignment, and improve service delivery time. 

Efficient management of services in the field requires effective coordination and motivated, customer-focused employees. However, even the most committed workers cannot ensure optimal service processes if they have to handle manual work on each step of service delivery. TVCable Group sought to ensure high quality of service for its customers, which was the main concern for the top management of the organization. For this reason, TVCable Group decided to implement the Comarch Field Service Management web and mobile applications, to bring benefits to managers, dispatchers and technicians in the field, and completely digitize service processes. 

The applied solutions have helped the company to improve customer satisfaction and service efficiency on several levels. The most appreciated result is the reduction of manual work, which translates into faster service delivery. With the implemented solution, the services are also delivered within the set SLA. TVCable Group can ensure 90% of installations within 24 hours, while the SLA for this type of service is 48 hours. Also, 80% of repairs are completed within nine hours, whereas the SLA here is 12 hours.

"The implemented Comarch Field Service Management software fully automates and truly streamlines our service delivery process. Since we deployed this solution, we have been able to eliminate a lot of manual work and, as a result, to coordinate field task assignment and execution more efficiently," says Marcel Ceruso, Director of Customer Service at TVCable Group. "This tool enabled our organization to achieve better KPIs, both operational and strategic. Decreasing our mean service time and providing it within the framework of a set SLA definitely improved our relationship with our customers.

"These changes could take place thanks to Comarch’s support throughout the analysis and implementation process, underpinned by their experience in the telecommunication industry. With their guidance, we have applied appropriate modules, configured the service workflows, and modernized the quality and productivity of the service," Ceruso added.

Beside the quantitative results, the company and their clients also benefit from the quality of the provided service. Customers receive updates via email, calls and text messages about service visits and their allocated technician’s location. The mobile app enables managers and dispatchers to control the quality of the technicians’ work. As a result, workers are motivated to follow the procedures and ensure the expected quality of service.

Field Service News Editor-in-Chief Kris Oldland takes the opportunity to catch up with Tomasz Sinkiewicz, Comarch at the recent Field Service Medical conference shortly after he'd given a great presentation about why connectivity and not mobility was the dominant buzz word currently in the medical sector.

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