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Ireland's open eir deploys Comarch Field Service Management System for 1000+ technicians

Comarch, leading global IT provider, announced that it has secured a major contract with open eir to transform field services, aiming to improve customer experience with the implementation of a unified technician platform.

open eir is Ireland's largest supplier of wholesale broadband, data facilities, voice, international, and managed services communication services. The company employs approximately 1,000 field technicians, who are responsible for the provision and repair of services on open eir’s networks, including copper, fiber to the cabinet (FTTC), and fiber to the home (FTTH).

open eir is embarking on a journey to transform customer experiences and establish itself as the preferred network for users. Central to this transformation is the implementation of an advanced field service management system designed to enhance service efficiency, by scheduling customer meetings in the shortest possible lead time, providing end customers with the ability to track field technicians in real time, providing customers with the flexibility to reschedule appointments as required, optimising time management and deployment of field technicians, and keeping up to date with best practices in the area of field service management.

Comarch Field Service Management (FSM) solution is uniquely designed for telecom operations and offers one of the most advanced scheduling tools and mobile access for technicians. For that reason, it was selected to aid open eir’s operational support systems (OSS), which handle thousands of orders a day.

Marcin Kaleta, Vice-President and Director of the Telecommunications Division, Comarch

We support open eir’s transformation journey by providing them with our highly regarded Comarch FSM product. We hope for this initial program of work to evolve into a strategic partnership, as we have an aligned approach to what we do, which is to pursue excellence in operations based on a strong technological foundation.

Brian Chapman, Chief Information Officer, eir Ireland

Our general strategy is to develop bespoke software solutions tailored to meet our unique business needs. We engage with partners only when they offer a compelling, industry-leading product that aligns perfectly with our business requirements. Comarch has proven their capability to meet these criteria through our thorough RFP process. We are eager to collaborate on implementing their solution, which promises to enhance FSM capabilities at open eir and improve the customer experience we provide.