The Colombian telecom company improves customer service and increases operational efficiency using cloud-based Oracle Field Service.
“Oracle Field Service's ease of integration with other systems, as well as its flexibility in configuration, allows us to improve our operational efficiency and increase our customers' satisfaction.”
Telefónica is a leading Colombian multinational company that provides communications services for residential and corporate clients. Its portfolio includes telephony, internet, television and business solutions. In order to improve operations and customer service, the company searched for a cloud solution.
The company wanted to implement a field service management system that would help manage installation and maintenance appointments more efficiently. The goal was to offer better customer service and support its technicians and contractors more effectively.
Similarly, the multinational recognized the need to move to modern tools to support its migration from copper to fiber optic technology nationwide.
Oracle CX enables us to schedule and route our workers more efficiently for the benefit of our users.
Why Telefónica Colombia chose Oracle
After considering the options available, Telefónica selected Oracle Field Service, part of the Oracle Customer Experience (CX) suite of applications, for its real-time appointment management. The company recognized that it would improve scheduling visibility for technicians and customers.
Oracle Field Service would also provide advanced route optimization and resource allocation capabilities to help reduce customer wait times.
After implementing Oracle Field Service, the multinational reduced installation time by more than 50% because workers could complete tasks more quickly. This helped improve the user experience by decreasing response time to requests.
The company gained a detailed view of operational performance, thanks to Field Service’s flexibility and configurability. The user-friendly interface helped simplify employee training and shorten implementation time.
About the customer
Telefónica is one of Colombia's leading telecommunications companies. Under the trademark Movistar, it offers telephone, internet, and television services throughout the national territory.