Enabling Connectivity Worldwide
Telecom & Technology
Network OEM customers
NCR was faced with a problem familiar to many service providers: lack of visibility into their field service workforce. They needed a better way to track technicians’ locations, activities and project management to improve workforce productivity, cost efficiencies and ultimately, consistent service delivery and customer satisfaction. Like many enterprises, NCR already had several systems to manage their field service operations – but none of the systems communicated with each other. Technicians were forced to spend time manually entering data into various systems to create close out packages, and the back office manually gathered, compared, and calculated data to generate basic insights like technicians’ work hours. In some cases, data collection was managed with pen and paper.
NCR knew that they needed a platform that could augment their existing technology investments and empower its team to work smarter so they could focus on higher-value customer tasks.
NCR selected Zinier to transform its field service operations. Zinier integrated seamlessly with NCR’s systems, enabling them to connect, manage and analyze data from all data sources in one place – empowering the team to get ahead of issues like SLAs at risk.
Within weeks, technicians were equipped with the Zinier mobile app to track live geolocation and task progress and accurately calculate their ETA based on real-time factors like distance, transportation method and traffic conditions. Coordinators in the back office were armed with Zinier’s intelligent Schedule & Dispatch console to match every task to the best technician based on expertise, workload, and ETA. The Zinier mobile app helps NCR capture data automatically as technicians move through tasks, automatically generating close-out packages and scanning them for anomalies before submission.
"After reviewing a number of solutions, we determined that Zinier was the only one that met all our requirements for flexibility and end-to-end automation. Zinier’s AI and automation capabilities will help us manage infrastructure and work more proactively. We consider it a terrific investment in providing better service."- Luis Miguel Diaz Ortiz | Head of Telecom & Technology, Mexico | NCR Corporation
With Zinier, NCR made the leap from reactive field service to proactive field service. With deep visibility into field activity, NCR is now able to schedule tasks more efficiently and communicate expectations to end-customers more effectively. This has led to more tasks completed per technician each day, improved SLA compliance, and happier customers. In addition, being able to connect and manage all systems in one place means hours of time each day saved for the back office, freeing them up to focus on the more strategic aspects of their role.
Increased Productivity and Customer Satisfaction
Successful tasks on Zinier
Tasks per technician/ per day
"Excellent" customer experience