The dynamic world of fiber optic network construction and installation requires an intricate balance of operational efficiency, accuracy, and quality assurance. Precision Locating, a subsidiary of Arvig, found a solution to these challenges through the integration of advanced ticket management technology. This case study sheds light on how Precision Locating transformed its operations and achieved remarkable results by embracing cutting-edge technology.
THE BEGINNING: ARVIG'S NEED FOR PRECISION
Arvig, a well-established player in the fiber optic network industry, recognized a critical gap in their operations. There was a growing need for precise and efficient network location services. This prompted the birth of Precision Locating in 2009, a subsidiary designed to cater to Arvig's internal locating needs, protect their underground assets, and provide their clients with top-notch services.
THE CHALLENGE: BALANCING GROWTH AND QUALITY
As Precision Locating took over the 811-ticket management, challenges surfaced. The manual management of locating tickets via email proved to be increasingly inefficient. Rapid growth in ticket volume, from 30,000 to 175,000, magnified the inefficiencies, leading to transparency issues, billing inaccuracies, and communication overhead. The need for a streamlined solution was undeniable.
Precision Locating's challenge led them to seek a solution for improvement across their operations:
- ENHANCED EFFICIENCY AND TRANSPARENCY
The transition from email-based ticket handling to the new platform empowered locators with immediate access to ticket information. This ownership and transparency translated into quicker response times, improved accountability, and more informed decision-making.
- SMARTER BILLING AND REPORTING
The new automated billing system and reporting mechanisms replaced the arduous manual invoicing process. This not only saved time but also enhanced accuracy, ensuring that Precision Locating's clients were billed correctly for the services provided.
- OPTIMIZED STAFFING
Through data integration with Google Data Studio, Precision Locating gained insights into individual technician costs, revenue, and performance. This data-driven approach facilitated smarter staffing decisions, leading to better resource allocation and improved overall efficiency.
- STREAMLINED DISPUTE RESOLUTION
In cases of network damage or facility cuts, the ability to refer to visual evidence significantly reduced ambiguity and expedited dispute resolution.
- EMERGENCY SUPPORT AND PLANNING
Real-time tracking of on-time and late tickets empowered Precision Locating to anticipate staffing needs accurately. This capability enabled them to provide timely support during emergencies, ensuring that the right manpower was available when needed the most.
The results of Precision Locating's technological integration resulted in success and savings, including a yearly savings of 20-24%, all while maintaining high-quality services. The efficiency gains and improved billing accuracy played a pivotal role in achieving these savings. The success resulted in fostering career development growth and specialization within the organization.
Precision Locating's tighter control over the locating process allowed them to safeguard Arvig's network more effectively. By focusing on location services, the network installation teams could concentrate on their core tasks.
Precision Locating's journey from manual, inefficient processes to streamlined, data-driven excellence showcases the transformative power of advanced technologies. By adopting state-ofthe-art advanced ticket management solutions, Precision Locating not only resolved operational challenges but also elevated their service quality and cost-efficiency.
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