Field Connect by TFCC: A Mobile Workforce Management Tool That Improves Internal Processes and Increases Customer Satisfaction In an environment of increasingly long of multiple types can be reported within the and devastating storm seasons, customer same call. service demands placed on utility compa- In order to use the system, field personnel nies have grown exponentially. simply call in and identify themselves. They Consumers want certain assurances, not speak which work order they want to close, only that their utility is aware of their out- and the system takes it from there. The system age, but they also want to be informed of asks the questions to be answered for the type the cause. They need to know that someone of work reported, prompting proper responses is working on the problem, and they expect when appropriate and passively confirming information regarding repair progress and esti- responses as the conversation moves along. mated restoration time. Because Field Connect allows both utility Now, field crews can get that information teams and mutual aid crews to communicate to the utility in real time. And the utility can via cell phone, incompatible radio systems report to its customers the cause, location, and or mobile data terminals are no longer an status of their outage—as well as restoration obstacle. Advanced Speech Recognition elimi-time—more quickly than ever. nates the communication bottlenecks that can Field Connect is a Voice Recognition occur while field crews are waiting to reach a Mobile Workforce Management System, customer service representative. developed by Twenty First Century With Field Connect, hundreds, even thou-Communications (TFCC) and Waterfield sands of contractors can update an outage Technologies. It is a fully hosted, automated management system, one which has unique job tracking system that uses the latest in edits and requirements for job completion, advanced speech technology and direct real- using a tool as simple as a cell phone. Work time interface to allow field personnel to progress and completion can be reported any report job status quickly, easily and immedi- time, every day. ately, simply by speaking into their phones. And Field Connect is just the tip of the Field Connect integrates with the utility’s iceberg. TFCC offers fully integrated systems existing architecture, allowing all field person- for restoration confirmation, credit collections, nel (utility crews, mutual aid, and contrac- scheduling meter swap-outs, data cleansing, tors) to update Outage Management, Work ESRI-compatible mapping tools, and much Management, and Customer Information more. Systems by using their voice and a phone. For more information about Field Connect The system transparently communicates with and Twenty First Century’s Utility Solutions multiple internal systems. And multiple jobs suite, visit www.tfcci.com.