Infosys implemented business-critical modules that helped the dispatcher center locate technicians in the field, schedule an appointment, and direct the nearest technician to a customer’s address.
The system updates the skills as well as the schedule of each technician to calibrate responses based on the complexity of the service request and availability of technicians.
Infosys undertook a business impact analysis through proofs-of-concept and contingency planning. We adopted change management, and prepared the enterprise using checklist reviews and training.
Infosys implemented an iterative testing strategy to address product and integration issues.
