Case Study: Telekom Romania modernizes field service, cuts costs and boosts response times with Oracle Field Service (Oracle Cloud CX)

Telekom Romania modernizes its field service with Oracle Cloud

Telekom Romania, a national carrier with about 8.2 million customers and roughly €980 million in annual revenue, faced an inefficient, phone‑based field service model—like an old‑time taxi dispatch—that needed automation to boost productivity. The COVID‑19 pandemic added urgency: technicians traditionally met in large morning groups and visited multiple customers daily, creating health and safety risks that required minimizing person‑to‑person contact while maintaining service levels.

The company deployed Oracle Field Service as part of Oracle Cloud CX, using machine‑learning route optimization and tablets tied to maps and customer databases to automate dispatch, onboarding, and daily work orders. Results include cutting external contractor use by 60% in 2019 (projected 75% by end of 2020), fixing 70% of faults within 24 hours, reducing costs by 40%, and automating routing for 80% of calls. The solution also enabled rapid onboarding, created 250 ad‑hoc small team offices to limit COVID exposure, and distributes location risk info so technicians can protect themselves.

Telekom Romania

Andrei Popovici

Chief Officer, Local Sales and Customer Operations