Demanding customers. Field visibility problems. A complex marketplace. The Infrastructure Service market segment has emerged as one of the most difficult challenges anywhere. Pointserve has tackled those challenges head on. For example, our wireless dispatch technology has proven it can dramatically improve efficiency from day one.

The current saturation in the Infrastructure Service market requires companies to find new means of differentiation and revenue growth

For many Infrastructure Service companies, growth opportunities lie in selling more services to existing customers and in delivering better service at a lower cost - all with fewer technicians. Pointserve solutions enable companies to serve nearly 30% more jobs per hour with no increase in headcount. Our optimized solutions provide tighter time windows and improved on-time performance - for greatly improved customer satisfaction and loyalty. In addition, our mobile applications support field technicians in effectively up-selling services.

Companies are looking for ways to drive costs out of the business without sacrificing productivity

Telecommunication, Utility, and Broadband corporations are calling for cost-controlling measures, including reductions in headcount, mileage, unnecessary truck rolls, and radio wait time. Pointserve’s unique map-based dispatch and management-by-exception functionality allows dispatchers to operate with greater responsiveness and accuracy - resulting in significant gains such as 20-30% reductions in drive time per job and repeat trouble calls.

Infrastructure Service managers need to know what’s going on in the field

Managers need tools that improve visibility into field operations so they can better control and communicate with field technicians. Pointserve’s map-based dispatch solutions give dispatchers a view of the field in real-time so they can make better decisions faster. Our monitor panel alerts the dispatcher to exception scenarios, and our robust reporting capabilities provide the metrics managers need to track performance across the organization and make more informed operational decisions.

Field technicians need instant, reliable access to information

In the field, connectivity is everything. Technicians who cannot access the information they need, when they need it, are less productive and miss opportunities to up-sell in the field. Pointserve mobile solutions provide point-and-click access to schedule information, customer history, and dispatcher messages. In addition, Pointserve’s understanding of wireless markets and coverage areas, and our ability to support public and private radio networks, makes us a more flexible and reliable solution provider.

Leveraging infrastructure investments to provide value in service delivery is a key challenge.

Most Infrastructure Service companies have invested in automated billing systems that capture data but don’t leverage it to improve their service delivery operations. Pointserve solutions leverage existing investments, utilizing customer and company data to power automation and optimization of processes from appointment scheduling to routing to reporting. Pointserve supports out-of-the-box integration with leading customer billing systems, including Convergys, CSG, and DST Innovis (now Amdocs).

Infrastructure Service companies need ways to manage their growing complexity and dynamism

Telecom, Utility and Broadband companies are diversifying their product and service offerings, technicians are being asked to perform multiple services on site, and companies are outsourcing work to manage peaks in demand. Pointserve’s optimized solutions are capable of handling the complexities and dynamism of broadband operations. Our goal-driven approach is designed to rapidly respond to changing business needs and to deliver highly accurate solutions to the complex problems inherent to Infrastructure Service delivery.