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Ooredoo, Qatar’s leading fixed and mobile network provider, deploy Comtec’s Falcon Field Force Automation (FFA) system, enabling faster and easier fibre optic installations for subscribers in the country.
Falcon comprises a smartphone app, running natively on iOS and Android devices, and a back-office system that integrates with the carrier’s BSS, OSS and CRM systems. As soon as an installation date is booked, the subscriber’s details are uploaded to the app along with GPS coordinates of their address.
This enables technicians to immediately know the order details, location and appointment time for new installations and receive turn-by-turn driving directions to the location. The subscriber is automatically sent an SMS from the app confirming the updated appointment time.
At the installation location CPE, such as routers and ONTs, are barcode-scanned on the smartphone, effectively asset-tagging these devices to the subscriber, and the completed installation is photographed and uploaded to the CRM.
Management are presented with a dashboard allowing them to monitor the end-to-end installation process and performance metrics down to individual technicians.
Benefits include better scheduling, reduced installation time, improved installation quality, reduced technician down-time, improved management control and an enhanced subscriber experience.
“This is a great example of Ooredoo deploying cutting-edge technology internally to enable us to better serve our customers” commented Yousuf Abdulla al-Kubaisi, Ooredoo’s Chief Operating Officer.
John Buck, Comtec’s Managing Director of International Operations further explained, “Our technical development roadmap for Falcon includes a number of enhancements that will create even more benefits for our customers. Although the app is targeted at our core market of telecoms operators it is applicable to any organisation that manages a large field force of technicians, such as energy utilities and MEP contractors."
