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Field Service Automation Case Study: The ICEE Company

Case Study Published By: AT&T
AT&T
Published:  Jun 30, 2008
Type:  Case Study
Length:  4 pages

In 2000, ICEE began to scrutinize the inefficiencies they found in the ICEE machine repair process. With so many field technicians servicing so many machines, streamlining the process would be no small feat. The company's existing paper-based system required that field technicians fill out paper work orders at the end of each job. One copy was given to the customer, one was filed at the regional office, and another was sent to headquarters in Ontario. This left a long, inefficient and error-prone paper trail.



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wireless, field technicians, repair, mobile service, service, on-site repair, on-site service, wireless data systems, field service, field service automation, at&t, att