ClickSoftware Technologies, a provider of automated
workforce management and optimization solutions, announced that Portugal
Telecom, a global telecommunications operator with 90 million customers, has
rolled out its enterprise mobility and field service management solutions to
thousands of field technicians.
Portugal Telecom is
the major telecoms provider in Portugal with a convergent portfolio of
telecoms, pay-TV and IT services to all its customer segments. In April 2008 PT
launched the multiscreen pay-TV service, over ADSL, fibre and satellite, aiming
at strengthening its service offering and improving customer service levels.
PT commands a 31 percent market share in pay-TV. This
vision hinges upon the high performance of the field technicians that liaise
with customers and deliver the technical services to homes and businesses.
Portugal Telecom identified ClickSoftware’s workforce management platform as
the best means to manage field activities and achieve its business strategy.
Portugal Telecom’s IT services company – PTSI, Accenture
and ClickSoftware Professional
Services worked together rolling out ClickSchedule, ClickMobile, ClickLocate
and ClickAnalyze over five months. The solution is now managing and optimizing
the activities of over 4,000 field technicians who service approximately
2.1Million customers annually.
We are pleased to have completed the rollout,” said
Jason Inacio, field force director at Portugal Telecom “We have embarked,
with our partners, upon one of the most ambitious projects of this kind,
especially with the implementation of such a rich business mobility
Over two thirds of Portugal Telecom’s field technicians
are supplied by five subcontractors; therefore one of the major challenges was
how to maintain control and a continuity of service across these different
The advances in enterprise mobility give Portugal Telecom
a strategic competitive advantage where there’s control over the way services
are provided so that each customer can expect exactly the same high level of
Using predetermined workflows, ClickMobile
walks technicians, stage-by-stage, through best practice customer service and
installation procedures; from greeting customers to the activation of broadband
services. This means maximum control and clear visibility of services.
Each day ClickSchedule automatically plans which
technician attends which appointment with optimal efficiency. This information
is provided to each field worker via their mobile device. ClickLocate provides
an intuitive map of the current location of the entire mobile workforce and
ClickAnalyze provides historical business intelligence so that executives can
analyze operational performance.
In further phases of the project, Portugal Telecom will
implement ClickPlan to plot longer term workforce capacity based on business
“We are of course delighted to count a pioneering
organization like Portugal Telecom as a customer,” said Hannan Carmeli,
president and chief operating officer of ClickSoftware. “Everybody worked
very hard to get this system live and the end result is groundbreaking in terms
of service management and in particular enterprise mobility.”
By TelecomLead.com Team