Field Force Support

Any major Telecommunications company, or any major operator of large field engineering forces, has an obligatory but substantial investment in employees, (hundreds, thousands, or even tens of thousands), vehicles and support infrastructures. As a result, the Telecommunications company has a powerful incentive to maximize productivity, minimize downtime, and ensure that support staff are operating according to the latest procedures and are aware of the latest safety guidelines.

Meet your Business Needs

  • Improve field force productivity
  • Improve field force satisfaction
  • Improve compliance

Key Performance Indicators

  • More time that engineers stay on the road, and less time spent accessing required documents and information
  • Better staff satisfaction scores
  • Reduced adverse audit findings and improved health and safety scores

This means management must communicate effectively and regularly with its field force, without taking them off the road too often. The communication must be easy to do and rigorously documented as critical content. If, for example, a worker lacks the latest safety information because someone did not update an intranet site, or if the worker had accessed an outdated document on his hard drive, this has implications for management.

A well-managed, authoritative intranet site, linked to automatically updated information, can present comprehensive and but easily accessed guidance to busy field workers. For critical information, reports can be added to assure management that workers are actually accessing it. ECM solutions from OpenText provide the tools to build and maintain this type of intranet site that will provide authoritative, current, easy-to-access Field Force support information.

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.