Feature Article

January 28, 2014

Latin American Telecom Oi Optimizes Its Mobile Workforce With ClickSoftware Solutions

Oi, a Latin American telecommunications company that recently merged with Portugal Telecom, has just completed Phase One of its ClickSoftware deployment across Brazil.

Oi has a traditional fixed line telephone business, but it also provides mobile phone and data transmission services as well as satellite TV services. ClickSoftware enables the company to manage its workforce of technicians, getting them to the right customers at the right time. ClickSoftware also enabled Oi to realize optimum resource deployment across the country.

Customers have expressed satisfaction with ClickSoftware's easy appointment scheduling functions, and Oi has increased customer satisfaction by offering shorter appointment windows. First-time fix rates have increased, the field workforce is more productive and operational costs have decreased.

Technicians can use ClickSoftware to access back office systems from anywhere. They've been able to better answer customer questions and to set customers up with additional services.

ClickSoftware anticipates customer demand and generates both the ideal work schedule and geographic deployments for mobile workers. The ability to better estimate travel times, for example, is one key to shortening appointment windows.

Mobile field service software within ClickSoftware allows Oi to make quick adjustments in technician schedules and deployments. The company can easily manage customers, work orders and assets to make sure that the right techs and the right equipment are near the right customers.

Business intelligence tools within ClickSoftware also enable analysis of current and historical business data. Companies can make quick course corrections as well as take preventative steps to eliminate many deployment errors.

Oi is part of a growing technology economy in Latin America. Both businesses and governments spent 2.6 percent more on technology last year, including both hardware and services, than they did in 2012. Experts predict 11-percent growth in technology spending during 2014, which provides tremendous growth opportunities for technology providers in a multi-billion dollar marketplace.

During ITEXPO this week, attendees can explore their Latin American business options by visiting LatinComm at the Miami Beach Convention Center. Panels will discuss how to form business relationships in the region, how to promote specific technologies, such as UC, and how to manage the legal issues associated with international business transactions. 




Edited by Cassandra Tucker


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