manage service providers
I think another reason why I was surprised to see new technology implementations as a top challenge by telcos is because they are among the many field service companies that have experienced first-hand just how effective in-field mobility tools can be in driving greater connectivity, productivity and efficiency.
Perhaps that’s why they are hesitant to modernize their technology solutions? Because the currently-deployed devices are working so well?
On one hand, their current systems do work. On the other, what’s sufficient today will be obsolete eventually. So, continuous modernization/enhancements – or at least forward-thinking investments – are warranted.
Remember, the processes used to manage service providers’ field-based operations technically “worked” as needed back when most service calls were recorded on paper and most dispatches where done by frequent calls between the technician and the in-office dispatcher. However, the truth is that systems work better today thanks to commonly-deployed technology that uses CAD apps, online work tickets, digitalized service records and both automated and field-based payment options.
Although telecom industry only representing 4% of this study, researchers could detect that telcos can become leaders in adopting cloud technology.