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Many of today’s field force workers still rely on paper-based or offline systems, and access critical information at a service center or field depot.
With rising customer expectations, it is more critical than ever for the field force to access near real-time information on work allocation, asset management, customer service and billing.
Field force transformation helps organizations upgrade field support processes, operating models and systems to boost the bottom line through more productive field technicians, more effective business processes and the appropriate tools and technologies to drive high performance.
While organizations often consider field force transformation approaches, they typically face several challenges. For example, field organizations usually know they can improve efficiency but do not know how to quantify it or how to compare themselves to their service peers. In many cases, it is not clear how they can start the analysis and measurement process needed to better outline a transformation roadmap. Organizations also struggle to define the expected business benefits that will result from this effort.
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Whether your organization is assessing its field-force transformation options or is planning a major transformation to cut costs, generate revenues and improve customer satisfaction, Accenture has a robust diagnostic to help conduct operational, performance and business-value analysis. This comprehensive approach helps to determine the appropriate steps for true field force transformation.
The Field Force Transformation Diagnostic is part of Accenture’s integrated business and technology mobility services which provide large scale, integrated solutions across an organization’s enterprise mobility needs.
Accenture uses the Field Force Transformation Diagnostic, which can be tailored to focus on specific goals and outcomes of any organization, across three areas:
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Accenture has helped leading companies diagnose opportunities to transform field forces and drive innovation that can lead to significant cost savings and productivity gains to enable high performance.
Leading Broadband Service Provider Accenture teamed with a leading broadband service provider to determine the optimal use of field operations tools and supporting processes. The goal was to find an optimal way to deploy and manage the company’s global positioning system (GPS) solution within the existing IT environment.
Accenture assessed the company’s existing work force management platform, other performance management initiatives and the organizational culture. Accenture provided the company with a business case and a series of transformational recommendations, which included re-launching the solution, renegotiating vendor contacts and integrating GPS into current workforce management capabilities. Accenture also produced a high-level plan for re-launching the solution that would reduce company costs by an estimated $1.9 million annually.
European Electric Company Accenture collaborated with a European electric company to determine through assessment and strategy how to improve field technician productivity, asset management, customer service, technology and human performance. After completing the Networks Taskforce Diagnostic, Accenture recommended that the company improve processes and reporting. To make field support groups more visible, Accenture recommended that the company create an online overtime authorization tool and install GPS tracking devices in vehicles along with a tracking application.
By implementing Accenture’s recommendations, the company increased the productivity of its workforce by 15 percent per month. The company then reduced overtime costs by 10 percent per month, cut contractor expenses by $2.4 million per year, saved $960,000 on fuel and saved $480,000 on fleet vehicles every year through a comprehensive fleet reduction.
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