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Case Study – Portugal Telecom

Driving Efficiency with Automated Scheduling and Mobility

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Portugal TelecomMajor telecom provider• Over 97 million customers• 766,000 triple- play

customersExpanded its presence in Pay-TV market

Challenges of the Pay TV MarketComplex hardware installations require specialized knowledge

• Routers• Switches

Need to expand service offerings

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Key Service Requirements• Installing or replacing equipment • Monitoring and support for

service engineers• Scheduling

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Change Management ProgramPortugal Telecom adapted three-year change management program

• Improvement of efficiency while expanding operations

• Software selection, scoping and design

Finding the Right Solution

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“We wanted a fully integrated solution that would give the field service team �� dispatchers and

engineers �� everything they needed to deliver the best possible customer experience. ClickSoftware's track-record in large businesses with similar field service

challenges gave us a great deal of confidence.” Manuel Rosa da Silva,

Executive Board Member at Portugal Telecom

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Workforce Management and OptimizationHow Portugal Telecom Did It

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ImplementationPortugal Telecom selected ClickSoftware's workforce management and optimization solution in 2009:

• Scheduling• Mobility• Location Based Services• Analysis

MobilityCustomizationIntegration of business process, workflow logic and core support Access to information All the information an engineer could need is available, even when offline or where connectivity is limited

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Mobility Roll-outStarted in October 2010

• 4,200 field engineers at start• 500 new users added every

two weeksRoll-out completed 5 months later (engineers, dispatchers and back office staff)

SchedulingWorkforce management info is fed into ClickSchedule

• Automatic scheduling• Optimization – right engineer,

right job, right time• Automatic updates sent to

engineers mobile devices via ClickMobile

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Location Based Services • Intuitive map of the current

location of the entire mobile workforce

• Status indicators for current jobs • Easy to identify closest resource

for urgent tasks

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AnalyzeHistorical business intelligence

• Operational performance• Key performance indicators

Impact

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Improved EfficiencyResulted in a 15% drop in Portugal Telecom’s overtime costs

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Customer Service• 50% drop in customer complaints• 70% drop in engineers failing to

show up for pre-booked appointments

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“We had to make very few customizations to ClickSchedule �� 90% of the features we used came straight

out of the box.” Manuel Rosa da Silva

Seamless IntegrationEasily integrated with more than 20 legacy applications

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Real-Time SchedulingFlexibility and Mobility

• ClickMobile automatically updates the dispatcher when a job status changes

• eamlessly re-optimizes the workloClickSchedule sad/schedule and sends updates via ClickMobile

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Access to InformationClickMobile enables field personnel to access to all workflows and job information, even when offline

Performance

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“We have achieved solid results using ClickSoftware in terms of operational

performance and our wider key performance indicators. We now have operational

visibility and command & control, at a much greater level.”

Manuel Rosa da Silva

Proprietary and Confidential

Thank you

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