Telecom News Issue 3 - Flipbook - Page 12
Magdalene
Field Service Lightning
(FSL) is Now Live
The system is currently being used daily by Magdalene
The cloud-based salesforce
system, which is recognised
across the industry, has been
integrated into Magdalene’s NOC
and regional operations in a bid
to increase efficiency and replace
legacy systems.
The technical implementation has been managed
completely in-house with the Telecom Division’s
Business Processes and Systems team
overseeing the user requirements capture and
development.
Operations Director Sam Saunders said:
“The requirements capture, design, testing, and
implementation have been completed over a
very short timescale and I would like to thank all
staff involved who have worked hard to test and
integrate the new system, culminating in cutting
over critical break NOC services throughout
October without any customer impact.
“The focus now is to complete the full user training
so that everyone is able to use the system to its
full potential to make service fulfilment easier from
reporting to scheduling to job completion.
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“The system brings a host of benefits to our
operations and people – including streamlined
job scheduling, Gantt and map views of jobs and
engineers to assist planning, instant analytics and
customer reporting, engineer timesheet and cost
allocation, and integrated engineer qualification
records to ensure the right engineer is scheduled
for the right job.”
FSL will simplify service fulfilment by consolidating
all of the information required to complete a
customer job into a single application accessible
for engineers through a mobile device – ultimately
reducing emails and attachments.
Engineers have a calendar view of current jobs
through the mobile app and will receive a push
notification when a new job has been assigned
to them. They will also receive directions and
estimated arrival time to the job location through
their preferred map service.
I would like to thank
all staff involved who
have worked hard to
test and integrate the
new system...
