Success Story: Emtel + OfficeTrack
How Emtel, a telecommunications company based in Popayán, Colombia, digitized its entire work order cycle with OfficeTrack and gained traceability, evidence from every visit and real-time visibility over its field technicians.
Background
Emtel is a telecommunications company headquartered in Popayán, in the department of Cauca, Colombia, providing telephone, internet and cable TV services over HFC and FTTH GPON technologies. Its structure combines technical teams dedicated to installations, maintenance and trunk networks with a sales team focused on end customers. Amid operational growth and rising customer expectations, Emtel set out to modernize its field operations, move away from paper and gain greater traceability over the work of its technicians and sales reps.
Key Challenges
- Replace printed work orders, which were handed out physically and completed using Excel sheets sent via WhatsApp.
- Prevent orders from getting wet, lost or filled out incompletely.
- Centralize information and gain reliable traceability over the work performed in the field.
- Have objective evidence to respond to complaints about missed visits or improper changes to installations.
Solution Implemented with OfficeTrack
1. Digital, pre-filled work orders
Work orders are now sent digitally and pre-filled to technicians, who only complete the materials used, signatures and photo evidence from the app.
Impact: a 100% digital work order cycle, with no lost, damaged or incomplete information.
2. Photo evidence on every order
Every installation and maintenance job is documented with photos recorded directly on the work order.
Impact: complaints resolved objectively and transparently, with evidence of the work done on every visit.
3. Real-time location and web-based task control
Supervisors in trunk networks, access networks and sales manage team locations, digital forms and task progress from the web.
Impact: visibility over each crew’s location, tasks and time.
4. Fast rollout with ongoing support
Although some technicians were initially unfamiliar with digital tools, OfficeTrack’s constant guidance and ongoing technical support made for a fast learning curve.
Impact: within one week, teams were already using the platform operationally.
Results
✓ Better customer service
Photo evidence makes it possible to validate installations and maintenance and resolve complaints objectively.
✓ Operational control and traceability
Emtel verifies order completion, technician locations in real time and the work actually performed.
✓ Paperless operation
No more lost, damaged or incorrectly filled orders, with all information organized in one place.
✓ Higher technical performance
Visibility over tasks, time and location enables better management of crew productivity.
✓ Control of materials and orders
Digitized information makes it easier to analyze supply usage and track completed orders.
✓ Greater administrative efficiency
Centralized information speeds up management and improves overall operational control.
Testimonial
Luis Gabriel Dorado Daza, Telecommunications Engineer in Emtel’s end-customer access network area, says:
“We used to handle everything on paper. Orders got lost, got wet, and we had no way to keep real control. With OfficeTrack everything changed: orders now arrive pre-filled and the technician only completes what’s needed.”
“Today, with the photos recorded on the order, we can validate what was done during an installation or maintenance and refute complaints when appropriate. That helped us enormously to reduce complaints.”
“Now we can locate technicians in real time and know exactly where they are and what they’re doing. That improves performance and control of the operation.”
Conclusion
OfficeTrack enabled Emtel to digitize its entire work order cycle, document every visit with evidence and gain real-time visibility over its technicians, with a rollout that was operational within one week.
Emtel’s case shows how digitizing field work improves the customer experience and builds a more efficient, transparent operation based on reliable information.
Is your operation facing challenges similar to Emtel?
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