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.
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.
The main challenge was to provide an automated system to regional and independent field units performing tasks in certain network areas. The system therefore had to correspond with a broad and decentralized organization of network infrastructure service and include all activities performed by employees. The orders for certain tasks had to match numerous locations and various specialists in a given time. In addition, the scope of the project defined several thousand of unique field activities performed by technicians requiring different skills.
From the outset it was clear that apart from the project scale, the tasks of implementing new technologies and establishing new attitudes in an organization that had strongly defined and stable structures would be major challenge. Introducing mobile devices, geographical information systems, and automated task scheduling were all bound to generate anxiety among users of the new system.
The business objectives:
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:
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 solution allowed Orange Polska to reach established business objectives including:
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