Digital Transformation in Monitor Management
From manual and isolated processes to an efficient, digital operation, with Trektel’s integrated solution, the company evolved into a modern management model, achieving greater productivity, full visibility, and a superior service experience for its customers.
Customer
Challenges
– Fragmented operation with poor traceability
– Management model based on manual processes
– Task assignment and management via informal channels
– Inventories managed on spreadsheets
– Delays in resolving incidents
– Difficulty complying with industry regulations
Results
Achieved
– Savings through reduced mileage
– Digitized and standardized processes
– More efficient allocation of technicians and tasks
– Inventory control with real-time traceabilityÇ
– Real-time visibility into the operation
– Improved SLA compliance
The Solution
A comprehensive platform that centralizes and digitizesthe management of monitor installations, maintenance, and support, comprising:
Ticket Manager (TM): Centralized registering of requests and automatic ticket generation in the event of communication failures.
Field Service Manager (FSM): Efficient planning and execution of field tasks, with real-time technicians monitoring.
Inventory Management: Digital and traceable control ofassets and supplies (monitors, gateways, dials, cabling, etc.), ensuring availability and improved planning.
Key Integrations
- TM + FSM → Automatic creation of work orders and field tasks upon registration of a request in TM.
- TM + Telemetry Manager → Automatic registering of support tickets in case of loss of communication between the telemetry manager and the monitors.
- FSM + Telemetry Manager → Enabling and disabling monitors from field interventions (during installation or deinstallation), keeping operational information synchronized.
Modeled Flows
The implemented solution allows the following processes to be automated and efficiently managed:
- Installation (individual or batch):Registration via TM form, automatic order generation in FSM, field execution with a mobile checklist, and automatic registration in the Telemetry Manager.
- Maintenance (proactive or reactive): Flow similar to installation, triggered by request or incident, with orders managed in FSM and field execution.
- Automated support ticket logging:Fault detection (such as loss of communication or telemetry) automatically generates tickets in TM and initiates the corrective workflow in FSM.