Telefónica automates more than 80% of service orders with Oracle Field Service
The telecom’s Argentina business uses Oracle Field Service to help create an ideal ratio of field technicians and dispatchers.
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“With the support of Oracle Field Service, we increased our Net Promoter Score. Previously the range was between 30 to 40 and is now at levels above 50, indicating a significant increase in customer satisfaction.”
Business challenges
The Spanish group Telefónica is one of the largest telecommunications companies in the world, operating in Argentina under the Movistar brand. The company offers telephony and mobile internet, broadband, fiber optics, television, and fixed telephony services.
Telefónica Argentina had an obsolete and poorly functioning system that negatively impacted the customer and employee experience. The old system limited access to key work information for field technicians, which hindered the team's planning, timeliness, and productivity. The company wanted a new field service system that would improve the speed, flexibility, and daily performance of field workers and the support team.