A 5% increase in end users’ claims confirms the challenge that telecommunication and public utilities services providers face, not only for the provisioning of quality services but for having the capacity of providing assertive answers to user requirements. The latest ‘Statistical Report on Claims’ from the Colombian Superintendence of Domiciliary Public Services, for the first semester of 2011 documented 33.737 claims from end users.
A breakdown of this report includes 1.9% of claims were on installation, 14.3% on service provisioning and 83.8% on invoicing issues. “These figures show that service providers must implement information tools that allow them to organize and speed up internal processes in order to provide timely and efficient answers to customers in order to become competitive”, commented Pedro Ordoñez, Industrial Consultant for Open International Systems.
In this context, one of the most common problems service providers face is the lack of site visits for performing installations, revisions and service repair work resulting from customers not having time to receive work crews. Cancelled visits not only setback work crews’ schedules resulting in loss of time, money and efforts of the service providers, but increase customer discontent by not receiving a prompt and efficient service from his services provider.
These market demands have forced telecommunication and public utilities services providers to seek for technological information solutions that will give them a differentiating factor which will convert them into a strategic ally for the provisioning of customer services. One of these solutions is Open International Systems Corp, SmartFlex, a platform that has reduced scheduling problems and operative costs, considerably reducing not attended visits, optimizing routes through geo-referenced information and managing in-line information through mobile devices. This solution has provided customers with added control of their operations resulting not only in time and money savings but in an improvement in service provisioning and effectiveness.
About Open Systems International Corp. (www.openinternational.com)
Open is the industry leader in the development and implementations of specialized software solutions for companies servicing the telecommunications and public utilities sector. Open’s SmartFlexTM solution, is Open Systems’ differentiating factor by having a BOSS approach which integrates, in a flexible manner, Business Support System-BSS and Operations Support Systems-OSS functionalities. Presently, leading operators providing Voice and Wide Band –Fixed and Mobile, CATV, IPTV and DTH, Energy, Gas, Water Works and Sewage services in 16 Latin American countries support their critical mission processes such as invoicing, sales, tariffs, network management and services provisioning in Open Systems SmartFlexTM solution.