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Infosys' Field Optimization Solution Helps BT Serve Customers Better

BT, a world leader in communications, provides innovative telecommunication, broadband and internet products and services. Information Age highlights how BT enhanced its customer service by implementing Infosys' Field Optimization Suite (FOS) to serve customers quickly and more efficiently.

BT's mobile workforce of over 28,000 service engineers visits customers at home to address service complaints. The company realized that prompt service was dependent on factors such as demand, availability of engineers and equipment, traffic delays, etc.

Infosys streamlined BT's bespoke systems and incorporated relevant information into the existing business processes, ensuring enhanced customer responsiveness.

Suite uses Service-Oriented Architecture to predict demand

Infosys' FOS enables managers to allocate resources and plan service engineers' appointments based on location. The solution uses Service-Oriented Architecture to predict demand by applying decision support algorithms to data from BT's customer relationship management system. Infosys incorporated its patented J2EE Enterprise Application framework, RADIEN, for faster turnaround times.

Infosys' solution has resulted in improved customer service and workforce productivity. According to Gilbert Owusu, technical group leader at BT's Intelligent Systems Research Centre, "More accurate allocation of resources has made it more likely for issues to be resolved on the first visit, which, along with improved punctuality, has boosted customer satisfaction."

FOS wins the National Outsourcing Award, 2007

The Field Optimization Suite has also won the National Outsourcing Association (NOA) award for Innovative Outsourcing Project, 2007. The NOA Awards recognize innovation and achievement by suppliers, users and integrated teams within the outsourcing industry.

Read Information Age article