Ireland’s biggest wholesale operator is looking to become end users’ network of choice
open eir is upgrading customer experience in a bid to establish itself as users’ preferred network. The operator is Ireland’s largest supplier of wholesale broadband, data facilities, voice, international and managed communication services.
It supplies products and services to more than 60 national and international wholesale customers across a range of regulated and unregulated markets.
Better management of its 1,000 strong workforce in the field is at the centre of the operator’s modernisation. Open eir’s 1, field technicians provision and repair on all the networks, including copper, FTTC and FTTH infrastructure.
Field force
It opted for Comarch Field Service Management (FSM) platform to work with the OSS which handles thousands of orders daily. The new platform is designed to assign and manage the field force more efficiently. It should also help reduce lead times to meet customers and allow users to track field technicians in real time and reschedule appointments themselves.
The Comarch solution includes mobile apps, a geographic information system, augmented reality and secure data that ultimately are expected to boost end users’ end-user satisfaction.
Brian Chapman, CIO at eir Ireland, said, “Our general strategy is to develop bespoke software solutions tailored to meet our unique business needs. We engage with partners only when they offer a compelling, industry-leading product that aligns perfectly with our business requirements.
“Comarch has proven their capability to meet these criteria through our thorough RFP process. We are eager to collaborate on implementing their solution, which promises to enhance FSM capabilities at open eir and improve the customer experience we provide.”