This case study explores the collaboration between one of the largest telecom providers in Latin America and Nespon Solutions, showcasing how automated Work Order closures transformed field operations. It highlights the role of Agentforce in setting a new benchmark for efficiency and service excellence in the telecom sector.
Objective
To streamline the closure of Work Orders (OTs) in the field by enabling technicians, through the Field Service app, to either automatically close the OT or trigger a support ticket via CODI integration. This ensured faster resolution, reduced manual effort, and improved service efficiency with the capabilities of Agentforce.
Challenge
Technicians faced delays and inconsistencies when closing Work Orders in the field. The process was manual, prone to errors, and often required additional follow-ups, leading to slower resolution times and reduced customer satisfaction.
Process Overview
Help technicians in closing OTs by either generating the closure automatically or creating a support ticket.
Solution Summary
Nespon implemented end-to-end workflow automation and enhanced quoting, order management, and reporting processes using Salesforce.
The solution delivered:
- Efficiency enabled with Agentforce automation.
- Streamlined operations
- Stronger customer engagement
Result:
- From the Field Service app, the technician checks if the OT can be closed.
- The agent connects to CODI (integration) to consult signal/connection levels.
- Based on results, the OT is either closed automatically, or a support ticket is generated.
- Agents seamlessly route Field Service tickets to the right technicians via Salesforce.
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