Optimizing Field Force Operations – A Solution for Today, a Strategy for Tomorrow
Field service operations is the backbone of all facilities-based communications service providers (CSPs). The effort to streamline this function has been constant since the first networks, more than a century ago. Over time, service providers found efficiencies through wireless communications. First, through the early two-way radio dispatch systems in the late 1940s; then, the first data dispatch computers of the 1970s. Mobile data handsets in the 1990s were followed by today’s high-speed, high-definition tablets. Through the software in them, and processes behind them, both have improved how quickly technicians respond, and how well-prepared they are when they arrive on the job site. CSPs must keep with tradition and endeavor to take field service operations to the next level, for three important reasons.