Network infrastructure, communications and network service platforms provider Nokia Networks wanted to streamline its field service in Sweden. The goal was to have reports delivered directly and flawlessly between the partners' and Nokia systems.

Prior to this pilot project, field service agents received trouble ticket information via cell phone. They had to go back to the office to pick up the work order, which contained details about the problem and information about the faulty unit. They then usually had to stop by a warehouse to pick up a replacement unit before getting to the site.

After replacing the unit and fixing the network, the engineer would have to bring the unit back to the office and fill out a faulty unit report by hand, sometimes incorrectly transcribing serial numbers and other information, delaying Nokia Hardware Services’ ability to quickly repair and return the unit for use another time. It also delayed re-stocking the warehouse to ensure enough units were on hand for the next repair.

Pilot project launched to test the new solution

Fujitsu's Mobile Field Force (mProcess) is a solution designed for communication between field service engineers and the organisation's backend systems. It enables a seamless and cost efficient integration of the reporting of for instance maintenance personnel and sales representatives into the business processes. Mobile Field Force provides the field personnel with information on the work orders assigned to them. The users are also able to report the progress of their tasks and send for example orders directly to the ERP system.

Nokia Networks launched a Mobile Field Force pilot project in Sweden with Fujitsu to wirelessly connect field service engineers to trouble ticket information, Nokia Hardware Services faulty unit reports and exact global positioning system (GPS) locations for customer sites. Trouble ticket information, along with GPS coordinates, go to field engineers via Nokia 9300 Communicators who send the reports wirelessly to Fujitsu's mProcess server which in turn distributes the data to service partners.

The pilot project has generated promising results. Saves have been made both in terms of money and time, and the field service has grown more efficient. If the results continue to show such good results Nokia will make the solution permanent.

Seamless communication saves time and eliminates flaws

Maximum uptime is paramount for any network service provider. Mean time to repair must be fast, and service providers must capitalize on every efficiency possible.

Mobile Field Force creates a free-flowing channel of information between Nokia Networks’ and service partners' systems. Engineers save time because they don’t have to travel to the office to pick up paper work orders. In some cases there's a three-hour drive to get to the site. Saving the half hour it might take to go back to the office and get a work order is significant when it prolongs the customer’s downtime.

Engineers also save time by filling out and sending reports electronically using Nokia 9300 Communicators directly to backend systems.

This mobility solution ensures Nokia Networks field engineers send more complete, accurate reports directly from the repair site, speeding unit repair. This system saves up to 30 minutes in reporting time compared to paper-based or laptop-generated reports sent via e-mail. That’s 30 minutes of unbillable time saved, which is huge for a service provider. What is more, there is now much better accounting of an engineer’s time on site, which helps Nokia Networks to control costs and operate more efficiently.