Optimising your field service operation to improve productivity and customer service

Faced with the need for higher worker productivity, customer demands for improved service and faster emergency response, and the requirement to cost-effectively rollout automated metering to hundreds of thousands of homes, utilities are looking to optimise their field service operations through field force automation. 

The challenge of successfully transforming the way field service is undertaken in an organisation should not be underestimated. Ericsson is uniquely placed to support your business with this challenge.

Our Field Force Automation Solution

Ericsson’s field force automation solution optimises the way companies make and keep customer commitments, complete planned work without overtime, respond quickly to emergency situations, enhance the productivity of mobile workers, provide easy access to needed information, automate the collection and validation of field data, and improve overall workforce performance.  Ericsson can also recommend and, where necessary, deploy and manage the supporting communications networks. Our solution encompasses the people, processes and technologies needed to successfully transform utilities’ field service operations.  

Our Experience

Ericsson’s utilities team has local experience successfully developing, implementing and supporting field force automation solutions for major utilities in Australasia, including ENERGEX, Yarra Valley Water, Optus and Sydney Water.  Ericsson subsidiary, TUSC (now integrated within Ericsson) was the prime contractor and systems integrator for one of the largest field force automation projects in the utilities industry in Australia. 

Approximately 1500 ENERGEX field crews and contractors now receive their jobs for the day and provide up-to-date field information via “ruggedised" lap tops from 740 vans.  This project has improved workforce performance, operational efficiency, customer satisfaction and response capability at ENERGEX.

Our Partners

We partner with market leading software vendors like Ventyx (formerly MDSI). We also partner with hardware manufacturers like Panasonic, and change management specialists, the LitMUS Group to provide an end-to-end solution.