Case Study: Cincinnati Bell boosts technician productivity and cuts overtime with Oracle Field Service

At Cincinnati Bell, productivity climbs with Oracle Field Service

Cincinnati Bell, a regional telecommunications provider serving residential and business customers across Ohio, Kentucky, and Indiana, had outgrown its legacy dispatch system as field visits grew more complex and customer expectations rose. The company needed a more flexible solution to boost technician productivity, improve real‑time communication, and respond quickly to network issues amplified by public social media visibility.

Cincinnati Bell implemented Oracle Field Service (with Oracle Knowledge Management for its contact center) to enable predictive, time‑based scheduling and route optimization. The change cut unplanned overtime by 45%, total overtime by 30%, and miles driven per technician by 21%, letting the company serve more customers with the same workforce, provide precise arrival windows, capture accurate field data for planning, and improve overall customer satisfaction.

Cincinnati Bell

Brian Golden

Vice President of Field Operations