Kairos365FSM convinces the major Telco operators.

In a critical analysis by the leading consultancy in technical transformation, Everis, Kairos365FSM manages to prevail against the most strongly established FSM systems and is chosen by Orange Belgium to administer its field services.

The client:

Orange Belgium is one of the main players on the telecommunications market in Belgium. The company provides prepayment mobile services and subscriptions and television and Internet services by means of cable network in Belgium. On the business market Orange offers landline and mobile telephony services and also broadband Internet and a wide portfolio of connectivity and mobility services including offers based on big data and Internet of Things (IoT). Orange has over 3 million customers in Belgium and Luxembourg and exploits a high quality mobile telephony network which is subject to continuous investment. The company’s high performance network provides 2G, 3G, 4G, 4G+, and 4.5G technologies. Orange Belgium is a subsidiary of the Orange Group, one of the main mobile telephony and Internet operators in Europe and Africa and a world leader in the providing of telecommunications services to companies; it is listed on the Brussels stock exchange.

The challenge:

A multidisciplinary team from Orange Belgium put its faith in the experience and knowledge of Everis Spain in its search for functional FSM capable of following its demanding Service Level Agreements (SLAs) and of becoming part of its complex IT environment and making the investment profitable by rapid implementation.

The solution:

In a multidisciplinary team with the client, the software manufacturer, and the consultancy we designed the most appropriate work flows for the company, we parameterised the functions and the languages of the system, and we set the system in operation shortly afterwards in November 2019. Kairos365FSM is capable of operating in three languages, communicating fluently with the customer attention service, and taking into account multiple contingents of various OTs.

The transformation:

Centralised control of the field orders
Geolocation in real time and allocation of the work directly to the Smartphone of the technician
Control of the travel times and duration of the activity
Design of work flows and forms that must be complied with
Direct integration with your WeCare application
Communication with the client as a follow-up to his/her order in real time
Follow-up and control of the performance of the technicians