I recently read an excerpt from a Gartner report that the number of technicians with wireless access to a formal packaged field service management (FSM) solution in large enterprises will increase from 25 percent in 2010 to 50 percent by 2012. This got me thinking about workforce management systems in general, and its lower-rung place on the totem pole of telecom spending.
Carriers have been busy investing millions in network and infrastructure deployment, and now are under budget pressures for supporting the workforce that will actually help the customer access and use the new services trouble-free. I believe that Mobile Workforce Management (MWM) is the one system that is at the center of the operations for fulfillment and service assurance of customer service. That puts it in a unique position to receive and manage a lot of data to support the other supporting services such as Supply Chain Management, Contractor Management, Fleet Management, Vehicle Management, and Vehicle Inventory Management.
But MWM should not be viewed as a standalone system. In fact, proper investment in a MWM environment can enable efficiencies in several others. And this can help carve out additional monies for its improvement. Also, cloud-based services will allow carriers to more easily make the transition to the next wave of MWM solutions in a budget-friendly way. Vendors that offer cloud-based services have developed APIs, and the Tele Management Forum has also defined standards and APIs for easier integration between the various cloud applications. I look forward to engaging viewers to discuss these perspectives in a webinar hosted by the Tele Management Forum, and presented by Aricent and partner TOA, on October 13th at 10am eastern.