How Axians improved work order tracking of its 200 field technicians.

Introducing the company and the problems encountered.

Axians is the VINCI Energies brand dedicated to ICT. The company’s primary mission is to offer maintenance services to its fixed and mobile telephone customers.

Maintenance activities have evolved considerably in recent years. As the majority of our clients are active over several years, we rely on maintenance contracts to bring us both on-going revenue and the significant advantage of long-term relationships with customers.

Choosing the solution.

Axians provides yearly maintenance services to more than 10,000 telecommunication sites throughout France, thereby generating a huge volume of information. To support the growth of its expanding maintenance activities and modernize its processes, Axians deemed it essential to put in place a field service management solution that was reliable, robust and efficient.

Praxedo was chosen for 3 main reasons:

• The application had been successfully utilized by another VINCI Energies subsidiary engaged in field activities similar to those of Axians.
• A major Axians customer used Praxedo and it was an opportunity to analyze the tool and potentially create synergies.
• The Praxedo team’s flexibility and responsiveness would enable Axians to establish trust and a close bond, which was a key factor according to Christophe Caizergues – Director for Maintenance in France.

Main benefits of the solution.

• Real-time monitoring:

As soon as a ticket is created on the client’s system, it automatically appears in Praxedo as it is sent to the technician.

“Praxedo’s main advantage is that right from the start the situation is monitored in real-time and progress can be tracked by the entire management team. Everything can be seen by both the maintenance teams and the staff at the monitoring center”, confirms Christophe Caizergues.

• Time savings and reduction in phone calls:

Thanks to Praxedo, Axians has observed very significant operational savings. The number of phone calls made per job has decreased, which has essentially increased efficiency and reduced phone bills.

• Reliable, easy-to-use solution:

According to Christophe Caizergues, employees using Praxedo software report feeling empowered and relaxed because the application is both ergonomic and straightforward.

• Rapid adoption of the mobile app by technicians:

Axians technicians have described the many advantages to using Praxedo including how information needed to complete work orders is easily accessible and how work reports are submitted directly via their mobile phones.

“Praxedo makes our job much easier. We don’t need to stop by the office anymore, we can get a heads-up wherever we are, as near as possible to the work order site. We’re given the address and a complete description of what needs to be done – it really is a huge advantage.” Ludovic Poisson, Axians technician.

• Customer satisfaction:

The field data collected using the Praxedo application helps Axians provide its clients with proof demonstrating how well the company has fulfilled its contractual obligations.

“A key point in telecom maintenance contract life is for the service provider to meet contractual objectives that are often associated with a penalty clause. We have a guaranteed fault repair time of 3.5 hours, anywhere in France. It is therefore fundamental to have a record of any data that shows whether or not the service provider has carried out its obligations within satisfactory conditions. Praxedo is very useful in this regard.” Christian Couzon.