Telefónica automates more than 80% of service orders with Oracle Field Service

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.

Telefónica selected Oracle Field Service, part of the Oracle Customer Experience (CX) suite of applications, for its robust field service management capabilities and efficient order routing features for technicians. The decision was also influenced by Oracle's implementation team, which personalized the system to meet the telecom’s needs and support its future growth.

After implementing Oracle Field Service, Telefónica could give technicians 24-hour access to service orders and work information. This transformed daily planning, helping technicians avoid delays in service. It also helped automate 80% of incoming service orders, improving customer experience.

The company also optimized its workforce with a ratio of one dispatcher per 25 field technicians, a considerable improvement from its initial ratio of 1 to 10. These improvements led to an increase in the telecom’s Net Promoter Score, from a range of 30 to 40 to levels above 50, indicating a significant increase in customer satisfaction. Oracle Field Service also helped improve staff training, job planning, and the quality of customer service.

The telecom implemented Oracle Field Service within six months, thanks to support from partner Indra, which acted as an integrator. The project team demonstrated deep product knowledge and commitment, helping to facilitate implementation cycles of three weeks each, with multiple simultaneous cycles involving training, data collection, and continuous monitoring.