Consolidated Communications increases efficiencies with wireless

Founded more than a century ago, Consolidated Communications (NASDAQ:CNSL) is a family of companies providing advanced communications services to both residential and business customers in Illinois, Texas and Pennsylvania.

Challenges

Consolidated Communications has evolved into a progressive communications company providing both residential and business customers with high-end IP-based services.

A large portion of Consolidated’s day-to-day activity, including new service installations and on-site problem resolution, is performed by the company’s field service technicians. On the road throughout the day, a field technician’s morning started by driving to the Consolidated Communications vehicle lot to pick up his truck, manually printed work order tickets, and communications equipment. Once on the road, it was difficult for dispatch to contact the technician if an emergency service call came in or a work order needed to be changed.

Consolidated wanted to implement a more efficient means of organizing its field service personnel, enabling them to be more productive and provide better customer service.

Solution

Consolidated Communications uses the General Dynamics Itronix GoBook® XR-1 notebooks with wireless connectivity provided by Sierra Wireless EV-DO rev. A and HSPA embedded modules. The XR-1 is a fully-rugged notebook built to withstand the rigors of field deployments, which features the ability to run up to three concurrent radios (WAN, WLAN, BlueTooth) and fully integrated GPS in the same device.

With this in-vehicle notebook and wireless connectivity solution, field technicians receive work orders on their laptops - transmitted wirelessly from a centralized dispatch - at the beginning of the day, and changes can be made by dispatch in real-time, as necessary.

The in-vehicle wireless communications solution provides Consolidated Communications with the flexibility to dispatch work orders based on a field technician’s workload, skill set, and location, improving the overall efficiency of field service operations.

The General Dynamics Itronix GoBook XR-1 notebook with wireless connectivity provided by Sierra Wireless EV-DO Rev. A and HSPA embedded modules has provided the following benefits:

• Enhanced workflow efficiency by automating and digitizing work order process for real-time transmission to field technicians
• Saved money and time by eliminating the need for unnecessary trips by field technicians to central vehicle lots
• Improved customer satisfaction with faster and more efficient response to service requests
• Reduced deployment and operational costs by removing the need for private data network infrastructure and personnel required to manage and maintain the solution