What's the point?
Our service technicians handle around 40.000 orders nationwide. Of these, 18.000 are on site at the customer's premises. We are constantly looking to assist our approximately 7.000 service technicians. Therefore, we have developed special apps for this purpose: Our technicians can use "Mighty-Office", for example, to display more than 500.000 technical locations such as main distributors, serving area interfaces and multifunctional enclosures. The directions are included. The "Measuring App" can be used to measure our customers' telephone and internet connections, check line values and DSL parameters or check call forwarding. With this app alone, our technicians can process around 15.000 customer requests per day.
Achievements so far?
In 2015, we equipped all service technicians with smartphones and introduced the first apps. Today, we already have a suitable app for seven different tasks: In addition to the "Measuring App" and "Mighty Office", there is also an "Order App", which easily provides order and switching data and allows our technicians to handle the entire order processing. Once a process has been completed, a glance at the map shows where the next customer appointment is due. Using the so-called "courtesy call", the technician can establish a call directly via the app and announce his visit.
What's the customer’s benefit?
The field service apps and their variety of functions – like the Swiss Army Knife – are an important component for our goal of achieving best service. They facilitate the work of our colleagues by increasing efficiency and convenience, reducing administrative processes and ensuring that we can serve our customers more quickly.