Industry: Public Sector
Our client is Bahrain’s leading Telecom Services provider offering telecom and network equipment to their customers. The client was responsible for the maintenance and tracking of this equipment. The client manages these activities using MS Excel, however, faces challenges in scheduling preventive maintenance and in monitoring the performance of technicians carrying out activities. In addition, there was no readily available data in a single central repository, to assess the reliability of equipment since historical information such as incidents and operational defects against equipment was not logged and maintained.
Our client had varying levels of service contracts with customers and vendors offering varying levels of services (Platinum, Gold and Silver). They wanted to have a track of the service level achievements against the set targets. There was no mechanism available to alert the client on the possible service-level violations.
Challenges:
- Manual tracking of Service Levels
- Historical data for assets not available
- Prioritization of incidents and requests around assets
- No proper updates to end users
- No tracking of technician workload
- Reporting
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