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TELECOM SOLUTIONSharness.expand.grow.INNOVATIVE FIELD FORCE MANAGEMENTSOLUTIONS DESTINED TO TAKE YOURTELECOM BUSINESS TOTHE LEVEL NEXT

Contents1 Leverage your strengths Case Studies Rule your markets EarthLink 8 Radiance 102 Challenge your challenges Singtel 12 STC 144 Be empowered with Field Power Verizon 16 TSTT 186 Field Power’s verifiable benefits that will resonate beyond your office

“LEVERAGE YOUR STRENGTHS. RULE YOUR MARKETS. There is an urgent and pressing need to stay connected. Communication has shaped today’s social, political and economical agendas and by extension, our future. Mobile towers at every corner is a frequent reminder of this reality. Communication has rapidly grown in the last 15 years and advanced as it is, is considered a basic amenity; And hence by association, the telecom industry, a basic amenities service provider. This is welcoming news as that, in very simple terms, means more business. But that means managing a larger workforce. Most Telecom organisations would agree that managing accountability and real-time collaboration for field services is most challenging. Thus, Is it not pivotal, that a telecommunication organisation communicates effectively and efficiently? Especially when customer experience is the only competitive background. Thanks & Regards Mr. Rakesh Patel, CEO “The single biggest problem in communication is the illusion that it has taken place. George Bernard Shaw

Challenge your challengesAre you still under the impression there are noapt solutions to manage your field force?No matter how advanced technology grows, the need to communicate is primal and vital. As an industry that is critical to thegrowth, innovation and sometimes even disruption of other industries, telecom has a determining role in the future of otherindustries. Luckily, there are proven solutions for major problems that haunt field force management.Lack of automation Use of a set of predefined rules to build the fieldthat accommodates schedule. If there is bad weather, traffic, a customermultiple teams and jobs cancelation, or any other disruption to the daily schedule, the application should allow central control of the field force to keep the schedule running efficiently and on time. You will need an optimisation engine that will automate processes such as dispatch and manage exceptions that occur throughout the day.

Integrational Inability to view the current location of theIssues with Existing technicians on the map to efficiently track real timeBusiness Process statuses of the jobs, will delay promised resolution timelines, hamper productivity and lift the burden of accountability from the field employee. Lack of access to customer details, history will affect employee performance and customer perception of the company.Communication Gaps Rich interaction between the mobile workforce andBetween the the application should be an essential part of design.Application and In addition to providing real-time routes andthe Field Team schedules, the system should provide tools that assist technicians with their work once they arrive at a job location: tools that allow technicians to ask for help, retrieve customer information, track down parts, and look up asset history.Customer Customers need user-friendly self service portals toExclusion From provide them a point of contacts for ongoing andThe Fs Process completed tasks. The customer must be remembered when designing the FS process by enabling customer self-service portals. Customers should be able to track a task, reschedule or cancel an appointment, and provide feedback to the company.

Be empowered Field power provides solution for challenges like networkwith Field Power service turnaround time (TAT), managing high expectations by customers and doingmore with fewer resources.Intelligent Auto Scheduler Easy IntegrationField Power’s proprietary “Auto Scheduler” algorithm Field Power’s architecture is service-oriented and thus has aremoves the complexity in auto scheduling the right jobs to well established hand-shake mechanisms with all leadingthe right technician at the right time. The product has the relevant 3rd party vendors enabling seamless integration toflexibility for the clients to configure the scheduling their external systems supporting client business process.parameters by their business needs to further optimize andensure fitment to the auto scheduling process.Live Tracking & Support Real Time updates to customersFeature-rich web based dispatch board enabling live GPS To get real time updates on the status of their tickets,tracking of the technicians, tasks, plays a key role in Field impressive dashboards and drill-down multi-levelPower’sability to manage exceptions efficiently. It also data on their requests, customers can now use Fieldprovides mobile / tablet solutions to the technicians for real- Power’s web based customer portaltime routes, details on the tasks and its related information,access to relevant data access to perform the tasks,on the

Do more How Field Power helps your telecom businesswith field powerImprove Service Higher First Visit fix ratesQuality Shorter appointment windows Improved SLA complianceCut Costs Less technician overtime Improved parts management Lowered travel (fuel) costsOptimize Tracking and Streamlined work loggingReporting More flexible reporting Improved forecasting In-field sales opportunities More calls per day per technicianGenerating New SalesOpportunities

Field Power’s Field Power’s scaleable and customisable, userverifiable benefits friendly integrated dashboard management providesthat will resonate benefits that echo across your organisation. Thebeyond your office features have been built keeping in mind, the specific needs of different departments in this industry.CXO and Board Field power’s rapid and on-demand configuration allows for robust reporting. It’s built in Business Intelligence feature will help you measure productivity. You can • Generate reports on Customer and Company paid services by revenue, profitability, product type • Track & compare service performance metrics • Forecast revenue growth.With a single sign on, technicians can access the Knowledge Forum for guides and On field Techniciansinformation. The electronic capture of all information, including signatures,coupled with SOP Training, will result in• Enhanced Coordination with Dispatch• Reduced Travel Time• Fewer repeat visits• Increase in SLA compliance• Increasedproductivity• Lower number of calls to Call Center/Service manager• Higher Field Service Revenue• Higher employee Retention andreduced turnoverAccounting Personalise billing options by job or bulk per day, week, etc and generate reports for service costs, margins, profitability of each job. Support credit card processing in the field and view real time inventory updating including value of inventory. Enjoy • Faster service ticket processing • Improved cash flow

Operations Real-time view which allows for instant communicationbetween dispatcher and technician.Our ‘Jeopardy Management’feature helps you breathe easy even during emergencies.Field Service Managers - can now trackproductivity, SLA performance, revenue and profitability and compare these by territory, individual field technician, contractor, system, service or customer. Take advantage of Field Power’s state-of-the-art routing and scheduling and advanced work process automation and enjoy • Improved Resource and Asset Utilization • Reduced overtime costs, • Reduced Dispatcher to Technician Ratio • Reduced back office tasks • Avoid missed appointments • Check and implement compliance to SLA’s • Foreseeing early signs of issues • Increased Fix Rate/Service order fulfilmentTrack real time inventory, product and parts failures, recalls, vendor performance, Inventory andcustomer complaints and compare over variables like quantity, value, time, Product servicerepetition, products and by system. Field Power’s ‘Auto Replenishment’ featureassures constant availability and additional technician request for parts. Withautomatic cycle counts for, witness• Improved first time fix rates• Reduced Inventory Levels• Reduced Inventory leakage• Increased accuracy• Timely Returns Management• Fault and resolution codes by systemCustomers Relations With access to service history, contracts, expiration dates, service history, warranty information, field technician can create new service tickets, sales requests, sell service contracts while at client site. By learning the differentiators that drive customer loyalty, observe • Improved Customer Experience • High customer retention • Increased first time fix rates • Faster Response and Ticket Closing • Better Visibility and Status Information

Linking efficient scheduling with growth: EarthLink offers Fiber networks, voice and data communication services for business customersChallenges Solutions Need an End to end system to pick up Implemented FieldPower as single the work order from the source systems integrated solution to schedule and (M6 & Remedy) to schedule, manage all the work orders from dispatch and complete. Metasolv M6 and Remedy. Reduce travel time and increase Implemented business rules to auto the number of jobs handled allocate the jobs to contract/vendor when EarthLink techs are not available. Optimized schedule and effective utilization of resource Implemented schedule optimize engine to consider various parameters Effective Allocation of jobs to allocate the job to nearest and right to the contract/vendor skilled available technician Synchronization of Office Technician and Field Technician Implemented dynamic dispatch board manage the office technician and schedule to perform a job field technician schedule synchronously. Dynamic Dispatch provides visibility of job allocations to the technicians and allow to schedule after office hours for emergency calls

Growth Story of EarthLinkBusiness Growth 30% Effective allocation of jobs to the contractors / vendorsFirst Fix Rate 70% Elimination of multiple systems to perform the scheduling and dispatching job.Cost Reduction 50% Optimized schedule provided savings on the technician travel time and increased number of jobs handled in a dayIncreased Productivity 75% Improved process efficiencies across the different line of business with increased productivity of both office technician and field techniciansCustomer Satisfaction 90% Improved response time to the customer and increased SLA compliance

Already toldAsia’s leading communications group which provides a wide spectrum of multimedia and infocommstechnology (ICT) solutions, including voice, data and video services over fixed and wireless platforms.Challenges Solutions Need a backend system to maintain all the FieldPower provides single solution to handlebusiness scenarios since any change in business Restoration / Installation process which is currently requires changes in all front end systems being done by two different applicationsNeed appointment booking system with flexible FieldPower replaces TAM1 & TAM2 applicationsjob duration. Currently SingTel uses fixed 2 hours to be one single source to manage resourcetime slot for all jobs which leads to lot of wastage availability for all kind of appointments of resources and reduces the productivityAutomation of activities such as Scheduling Any front end system in SingTel can integrateJobs, Time slot Management, Tracking Jobs, with FieldPower to Reserve flexible appointments Assignment and Reassignment of Jobs for their activity based on the Job duration Option for finding the best fit Technician By integrating with Inventory systemsOptimized Scheduling and Resource utilization FieldPower provides comprehensive solution for the Inventory ManagementOvercome Time delays to give a quick FieldPower provides centralized control for urnaround time to customers. BSDA to manage and track their sub contractors activities and generate payment instructions.

Growth Story of SingtelBusiness Growth 30% Effective allocation of jobs to the contractors / vendorsFirst Fix Rate 70% Elimination of multiple systems to perform the scheduling and dispatching job.Cost Reduction 50% Optimized schedule provided savings on the technician travel time and increased number of jobs handled in a dayIncreased Productivity 75% Improved process efficiencies across the different line of business with increased productivity of both office technician and field techniciansCustomer Satisfaction 90% Improved response time to the customer and increased SLA compliance

See it allSaudi Telecom Company (generally known as STC) is the leading national provider of telecommunication services in the Kingdom of Saudi Arabia providing the highest standard of services (Fixed Lines, mobile, Data, etc) to their customers. Challenges Solutions STC Network Operations Department supports Create a Flexible, Configurable andthe entire service Process from creating the tickets for Comprehensive System of Work Force Management System to manage the work force fixing and reporting on the problem at STC sites of STC and the MSPs effectively. WFMS generates PMR work orders based on the defined ETL and provides the intelligent scheduling and dynamic dispatching based on the Technician’s Skills and Technology. Operations are tracked manually Real time technician tracking using GPS.using some preliminary in-house systems (PMRweb and MAMAS) for preventive maintenanceTrack and Monitor Managed Service Providers Integration with RTTS to effectively scheduleoperations to make sure they meet the SLAs. and handle Trouble Tickets (CMR)Track the technicians to make sure they perform View by statistics of relative quantity, the Preventive Maintenance Routines. performance, and profit / valuation

Growth Story of STCBusiness Growth 30% Effective allocation of jobs to the contractors / vendorsFirst Fix Rate 70% Elimination of multiple systems to perform the scheduling and dispatching job.Cost Reduction 50% Optimized schedule provided savings on the technician travel time and increased number of jobs handled in a dayIncreased Productivity 75% Improved process efficiencies across the different line of business with increased productivity of both office technician and field techniciansCustomer Satisfaction 90% Improved response time to the customer and increased SLA compliance

Spreading light beyond boundariesRadiance Communications Pte Ltd is a joint venture between Keppel T&T and Singapore TelecomChallenges SolutionsOne of the primary challenge was to establish Used the push methodology by leveraging live connectivity between the Mobile the Blackberry Enterprise Server feature application and the server. Achieved by customizing the application to Segregate departments (into three) hold different users in different departments and develop work flow with different user access levels Bidirectional Integration with SAP Integration with SAP was achieved for a two way communication

Growth Story of RadianceBusiness Growth 30% Effective allocation of jobs to the contractors / vendorsFirst Fix Rate 70% Elimination of multiple systems to perform the scheduling and dispatching job.Cost Reduction 50% Optimized schedule provided savings on the technician travel time and increased number of jobs handled in a dayIncreased Productivity 75% Improved process efficiencies across the different line of business with increased productivity of both office technician and field techniciansCustomer Satisfaction 90% Improved response time to the customer and increased SLA compliance

Success ONVerizon offers voice, computer information and data communication services for Residential customersChallenges SolutionsVendors/Subcontractors performing fieldwork Provided Verizon call centre agents andwere required to contact Verizon customers a managers with unprecedented functionality tosecond time to schedule appointments, often manage field operations, and subcontractorsmissing the customer and requiring additional reduce costs and significantly improve calls for scheduling customer satisfaction Retyping all customer information from Enabled auto population of customer data from one system to another Verizon’s mainframes, saving 60-90 seconds per call and eliminating data typing errors.

Growth Story of VerizonBusiness Growth 30% Effective allocation of jobs to the contractors / vendorsFirst Fix Rate 70% Elimination of multiple systems to perform the scheduling and dispatching job.Cost Reduction 50% Optimized schedule provided savings on the technician travel time and increased number of jobs handled in a dayIncreased Productivity 75% Improved process efficiencies across the different line of business with increased productivity of both office technician and field techniciansCustomer Satisfaction 90% Improved response time to the customer and increased SLA compliance

Ready already Telecommunications Services of Trinidad and Tobago Limited (generally known as TSTT) Thecompany, which is jointly owned by the Government of Trinidad and Tobago and Cable & WirelessChallenges Solutions The current system does not provide FSA provides an one integrated solution any intelligent scheduling and dynamic to manage all the field technicians, dispatch for control and management of contractors and the contractor technicians. the work process FSA provides ‘Dispatcher alert system’ to The current system does not have ensure SLA of each jobs and receives integrated control of internal resources, alert when the technician not accept or third party vendors, and sub-contractors reject the scheduled job Dispatcher manually monitors the SLA FSA provides ‘Technician alert system’ to alert and the job stages the technician when the job has been scheduled by the dispatcher

Growth Story of TSTTBusiness Growth 30% Effective allocation of jobs to the contractors / vendorsFirst Fix Rate 70% Elimination of multiple systems to perform the scheduling and dispatching job.Cost Reduction 50% Optimized schedule provided savings on the technician travel time and increased number of jobs handled in a dayIncreased Productivity 75% Improved process efficiencies across the different line of business with increased productivity of both office technician and field techniciansCustomer Satisfaction 90% Improved response time to the customer and increased SLA compliance

Zylog Systems Ltd,155, Thiruvalluvar Salai, Kumaran Nagar,Sholinganallur, Chennai, India 600119 91 44 4915 7000 [email protected] www.zsl.com