Optimal management of Field Service for Orange Polska

Client: Orange Polska S.A., Poland
Industry: Telecommunications
Implemented product: 
Field Service Management

Orange Polska is the leading supplier of telecommunications services in Poland. Orange Polska provides, amongst other, fixed voice, fixed broadband access, TV and Voice over Internet Protocol (“VoIP”) services. It provides mobile services, including LTE-based services, third generation UMTS services and services based on the CDMA technology

In addition, the Orange Polska Capital Group provides leased lines, radiocommunications and other telecommunications value added services, sells telecommunications equipment, electronic phone cards and provides data transmission, multimedia services and various Internet services.

The Orange brand is highly appreciated by Polish consumers for the choice and quality of the services offered. Currently, mobile and fixed voice, mobile and fixed broadband, data transmission as well as multimedia services: mobile television, mobile portal and music content are provided under the Orange brand.

The business need

To optimally manage the network infrastructure of a large operator it requires highly skilled specialists and perfect coordination of fieldwork. At the same time, maintaining the broad network and employing qualified staff generates significant costs. In the competitive and saturated telecommunications market, reducing these costs becomes a significant way of improving profitability.

Orange Polska, part of France Telecom Group, decided to simultaneously attain two critical goals: reduce the costs of network service and improve the quality of performed tasks. Comarch’s implementation of dedicated solution was part of the Lean Management project in the department responsible for network service. The network under discussion comprises over 300,000 square kilometers and more than 20 million subscribers.

Implemented product

To implement a new solution in such a big organization, the work had to be completed in stages. The new system had to take into account the time necessary for the adaptation of the solution. It also had to allow for the introduction of changes that would facilitate better results in the area of optimizing work.


The solution consisted of a set of modules. The primary modules – supporting field and back office employees – included:

  • Dispatcher Dashboard ensuring easy to use graphical tools, including Gantt charts, for manipulating the assignment of work orders
  • Automated Scheduling for accepting and dispatching orders for execution in the field. The module performs its tasks with no human involvement. Additionally, it is fully configurable, which enables the automation to be customized to fit Orange business goals. Moreover, the solution initially could function in the confirmation mode, which facilitated safely introducing automated scheduling into production processes
  • Resource and Skill Management – the system stores technicians’ detailed schedules together with the skills assigned to each employee. This allows for the automation of task dispatching. The system also contains several thousand of different skills matched with type of work and technology
  • Digital Map ensures optimal route planning and real-time monitoring of tasks locations, technicians, and network objects
  • Mobile Access – a mobile application for real-time information on the list of tasks and feedback on task execution
  • Reporting – comprehensive reporting system for report scheduling and for advanced analysis based on data available in the system

The system is integrated with the operator’s environment, including network inventory systems and trouble ticketing tools.

Comarch Field Service Management covers end-to-end support of the field service delivery process. Features include: order and task management, a dispatching center tool, auto scheduling and routing, resource management, mobile access for techs and auditors, fulfillment partner management and spare parts Orders and management.

The results

The solution allowed Orange Polska to reach established business objectives including:

  • Successful implementation of Lean Management methodology for field service units responsible for maintaining the operator’s network
  • Increased efficiency of field staff and dispatchers
  • Complete analysis of resource allocation and usagenetwork management.

Why Comarch?

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