Comarch to automate process for TVCable

Juan Fernandez Gonzalez | 29-01-2014

Comarch is to implement its field service management (FSM) system for Ecuador's TVCable, one of the largest triple-play service providers in the country.

Comarch, which has been working with TVCable for over eight years as a provider of BSS/OSS solutions, will improve the accuracy of technicians' visits and reduce paperwork.

TVCable aims to increase productivity for its customers' technical support, decreasing the time needed for manual work, thus lowering customer service costs, by ensuring technicians are at customer premises on time and are able to resolve any issue on their first visit. Comarch will fully automate the scheduling and dispatching processes, and will support for technicians in the field, including mobile access to the system.

"The field service management system is a next step forward in pursuing our customer-centric strategy, as it will ensure technical support to be in the exact location right on time, which will work to the benefit of both customer satisfaction and our position on the Ecuadorian market," said Jorge Schwartz, president of TVCable.

"The project for TVCable is a big step in increasing Comarch's presence in the Latin American markets. Comarch will take full responsibility for the major integration with numerous systems already used for service activation and technical measurements," added Darius Ner, president of Comarch.

The solution will include spare parts management to improve equipment and material lifecycle management; auditing to improve quality of both the delivered services and the network; and trouble ticketing to efficiently perform network maintenance and customer service activities in a unified environment.