The automation challenge
Juggling speed, traffic, and data volume challenges
Telecom service providers are under pressure to meet the needs of customer sophistication on one hand while handling the speed, traffic, and volume of data generated by newer technologies such as 5G, IoT, and cloud on the other. However, a bigger challenge is managing the operational cost and workforce efficiency using manual and archaic processes. They add business overheads to back-office teams, field engineers, and technicians impacting their service quality, delay in the handling of a critical network, and operational issues, and thus affect overall customer experience.
TCS’ FSA delivers twin benefits of customer satisfaction and higher internal efficiencies
Enhanced networks mean robust maintenance, infrastructure, and management which du telecom, one of the largest telecom service providers in the United Arab Emirates, was struggling to incorporate with its archaic manual processes. Major areas of challenges in operations included efficient handling of their field force, their team’s visibility on the ground and real-time vehicle inventory among others. They required a solution to empower and digitally transform their way of working to help them build a common roadmap of future capabilities, manage business demand in a unified manner and ensure service quality. They needed a partner who could help them not only transform their workforce management but also design a 360-degree view of their field force and business performance, which significantly results in better customer experience and quality of fieldwork for their network operations.
Banking on a decade-long partnership with TCS, du telecom was confident of pulling through this enormous task of digitalization and complete automation of current manual workforce processes. TCS’ extensive experience in the telecommunications industry and field service, proven track record of managing large-scale business transformation programs, and hands-on understanding of du’s business processes made it the ideal choice for this strategic program.
TCS believed that a shorter wait time for customers, real-time tracking, and strong coordination between back-office and field workers; deliver the twin benefits of greater customer satisfaction and enhanced internal efficiencies, which not only results in reducing operational costs but also leads to happier customers with genuine feedback worth its weight in gold. TCS’ flagship solution Field Service Automation (FSA) on Microsoft Dynamics 365 platform, offered du telecom not only all this, but most importantly, ensured that the migration from legacy to the new platform had a minimal shifting impact on existing integrations.