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BT: Mobile workforce transformation
BT: Mobile workforce transformation
Challenge
Aiming to deliver enhanced customer service while simultaneously reducing costs, BT looked at improving job allocation to its mobile workforce
Solution
BT used Field Force Automation technology to underpin and support a far-reaching programme of process and cultural change
Value
Improved productivity has enabled a 30 per cent reduction in engineers and a 60 per cent reduction in job controllers
Client
BT is one of the world’s leading providers of communications solutions and services, operating in 170 countries. Its principal activities include networked IT services; local, national, and international telecommunications services; and higher-value broadband and internet products and services. In the UK, BT serves over 18 million business and residential customers through more than 30,000 field engineers, as well as providing network services to other licensed operators. Openreach is the BT Group organisation that supports the access network (often referred to as the “last mile”) on behalf of BT and other service providers.