ENTEL S.A., A NATIONAL CONSOLIDATED CHILEAN TELECOMMUNICATIONS COMPANY, IMPLEMENTED OFFICETRACK WORKFORCE MANAGEMENT SOLUTIONS FOR PREVENTIVE AND CORRECTIVE MAINTENANCE.
With more than 10 million subscribers, Entel is the second largest telecommunications company in Chile. Since 2018, it has successfully approached the Peruvian market. ENTEL aimed to provide their customers with the best quality and also a better service experience by implementing OfficeTrack Workforce Solutions. This allowed to achieve stronger performance in all its business lines; both in terms of customer service and network quality.
The Operations and Maintenance Department (O&M) is part of the O&M Access Network Management, and its main function is to take care of its network. Therefore, fast response times, network availability and service quality are very important.
- O&M encompasses more than 14,000 Telecom sites and spare parts warehouses throughout Chile.
- It is a network of approximately 300 technicians supporting the operation.
- It has 21 service areas, distributed among contractors who are assigned certain geographic service areas.
- Working hours: 24 hours a day, 7 days a week, 365 days a year.
OfficeTrack solution allows Entel to gain efficiency by reducing the overall cost to serve (CTS INDEX).
Entel techs conduct their task report activity using the OfficeTrack mobile app in their mobile phones, thus replacing the use of laptops and paperwork. Techs receive the task information directly in their OfficeTrack app, where they can view the site information and the history report of previous site visits, and record data of current changes and perform work completion reports on site. These reports include pictures, signatures, site videos and data values that change based on the activity and the equipment needed to be used.
Entel was able to gain improvement by using digital forms, thus better dispatching assignments and real time data received from the techs.
Moreover, OfficeTrack provided an upgrade to other users such as technician supervisors, by being able to have a better control of their field team and manage the day-to-day activity using customized progress reports built for Entel needs.
Besides, OfficeTrack implementation has a positive impact on Entel users, who benefit from improved service quality and better up-time. OfficeTrack is integrated with Entel back office systems via file transfer and FTP integration.