Thursday, March 01, 2012
Norwegian Get selects IFS 360 Scheduling to further improve customer service and satisfaction
Get, one of Norway’s leading providers of digital TV and broadband, has chosen IFS 360 Scheduling to streamline and optimize the performance of its field force. With IFS 360 Scheduling, Get will be able to optimize customer service—an essential success factor in the highly competitive realm of telecom service providers.
Nearly one million Norwegians enjoy Get’s services, making customer experience and service excellence the company’s top priorities and differentiators. Executing on this ambition, Get decided to reinvent its field service management processes by implementing a best-of-breed scheduling solution that could handle its business process requirements and offer continuous service optimization. After an extensive evaluation process, the decision fell on IFS 360 Scheduling and its Dynamic Scheduling Engine.
Dynamic management of work orders through IFS 360 will provide Get with first-class customer service throughout its nationwide workforce of field technicians. The solution will contribute with improved case prioritization, reduced dispatch workload, optimized routing for technicians, improved appointment accuracy and an overall improvement in the work efficiency within the field operation.
“We chose IFS 360 Scheduling because it offered us the best functional fit and it was backed by an organization that truly understands the complexity of field dispatching. This is one of several important investments we will do on our way toward 100% customer satisfaction. We need to process several tens of thousands of work orders annually to ensure stability, service and growth. We are confident that IFS 360 Scheduling will help us turn them into as many success stories. It is a true win-win-win situation; for customers, technicians and administration,” said Børge Elle, director of field operations at Get.
“Efficient customer service and aftermarket are absolutely vital components for ensuring customer satisfaction and loyalty. We are happy to offer Get the market’s leading solution for customer service, which is the result of our many years of industry experience,” said Glenn Arnesen, CEO, IFS Scandinavia.
IFS is a public company (OMX STO: IFS) founded in 1983 that develops, supplies, and implements IFS Applications™, a component-based extended ERP suite built on SOA technology. IFS focuses on industries where any of four core processes are strategic: Service & asset management, manufacturing, supply chain and projects. The company has 2,000 customers and is present in approximately 60 countries with 2,800 employees in total. Net revenue in 2011 was SKr 2.6 billion.
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