Infosys’ Field Engineer Mobility solution for BT wins UK Award


Bangalore: The UK based National Outsourcing Association (NOA) has presented Infosys and BT with the 2013 award for excellence in telecommunication, utilities and hi-tech outsourcing. The project has made it easier for BT’s 20,000-strong field engineers to work on the move and has led to significant productivity improvements.

The solution addressed the inefficiencies and costs associated with traditional ways of coordinating, managing and tracking the workload of a mammoth field force. Infosys and BT collaborated to improve the field engineer’s experience and accelerated response rates by taking a transformational approach to field management. The system leverages advances in mobility and uses anew device agnostic system to enable the field force to dynamically react to change requests. An easy to use, intuitive user interface also helped accelerate learning cycles. The solution is well on its way to delivering productivity improvements of more than 30 percent

Kerry Hallard, Director of the National Outsourcing Association said, “This winning submission demonstrated that Infosys has a clear understanding of BT’s challenges and business objectives. Together with a well-defined strategy to achieve those objectives and a genuinely innovative approach to the project, Infosys and BT established a joint innovation pod. This strategic and innovative approach has resulted in a solution which has contributed to significant cost savings and return on investment.”

Anand Nataraj, Sr. VP & Head of Telecom, Infosys said, “The success of the project shows how a transparent, open and collaborative partnership can lead to transformational results. This project is one of the most innovative field force management programmes in the telecom industry and demonstrates the innovation and significant value that Infosys can bring to its clients.”

The National Outsourcing Association is a non-profit organisation that represents the interests of outsourcing end users, suppliers and support services. Its focus is on delivering education, excellence and collaboration opportunities in all areas of outsourcing including ITO, BPO and KPO.

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