Success Stories

Enabling Field Technicians to Deliver Great Service

Our client, a leading quad-play services provider, observed unprecedented surge in the overall service cost. The client’s logistics team recorded repeat truck rolls and equipment swaps by the customers; their service center logged many irate calls and the field service technicians registered long job handling time. The client’s field service technicians were saddled with legacy equipment and were forced to juggle multiple devices in the field and at the customer site. Due to limited data about the customer issues, their diagnostics consumed a lot of time. Field service tools were limited inhibiting technicians from adequately diagnosing root cause issues. Technicians frequently replaced equipment without need and this drove up costs. The average handling time of field jobs was skyrocketing. In addition, customers made frequent repeat calls when issues persisted and this caused subsequent service calls.

Virtusa was given the opportunity to get to the grass-root level of the client’s problem and improve field service effectiveness to allow technicians deliver better customer service.

  • The Challenge

    The key business challenges faced by the client include

    • Eight devices to monitor, test, and diagnose
    • Repeat faults of approximately 30% due to poor diagnostics
    • Increased truck roll and CPE swap costing $8 million
    • Increased fault resolution time leading to poor customer experience
    • Field engineers were unable to meet expectations (they were able to complete only 5-6 customer visits per day)
  • The Solution

    Virtusa delivered a smart field force management solution helping the client change their field service experience by consolidating many devices and tools into a single mobile service platform

    • Delivered a single mobile app replacing 8 devices with tech-tools and standalone features facilitating signal strength analysis and real-time diagnostics
    • Built a rules-driven diagnostics system with historical data, interactive graphs, and fault localization
  • The Benefit

    Virtusa enabled field service technicians to be equipped with the proper tools and information to resolve customer issues in a timely manner. The key benefits delivered include:

    • 60% reduction in field servicing cost by enabling root optimization & remote test, and diagnostic capability
    • 30% improvement in field service technician’s efficiency by identifying the main fault location and common faults
    • Reduction in field engineer devices from 6-8 to a single mobile application
    • 45% reduction in CPE swaps through comprehensive knowledge base
    • 50% reduction in repeat service calls through detailed root cause analysis

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2018 Gartner Magic Quadrant for IT Services for Communications Service Providers, Worldwide