Customer Care and Workforce Management
GIS offers specialized tools for customer care and mobile workforce management. By integrating GIS, you can create a workflow where customer care representatives trigger a service request that is then processed by dispatchers. The dispatchers create a work order, assign it to the most appropriate crew, route the crew to the customer, and track progress. Such a workflow lets you define significantly smaller service windows that field technicians can realistically meet.
Organizations can realize significant return from customized routing and scheduling solutions based on ArcGIS Network Analyst.
An enterprise GIS implementation combined with mobile GIS gives field crews access to appropriate network and customer information in the field. Shared access to information results in fewer truck rolls and increased opportunities for up-selling from customer service technicians.
See how telecommunication organizations benefit from the use of geographic analysis and GIS.
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