Case Study: BT achieves higher engineer utilisation and customer satisfaction with Trimble Taskforce

Dynamic automation transforms complex scheduling at BT

BT, operating in the highly competitive telecommunications market, needed a better way to schedule field engineers, improve service quality, and reduce redundant travel and waiting time while maximizing skill utilization. The company turned to Trimble Taskforce from Trimble to support a more automated approach to workforce scheduling.

Trimble implemented Trimble Taskforce to dynamically schedule engineers using information captured from field support requests, including same-day and emergency work, planned maintenance, job dependencies, and worker preferences. The result was 95% utilization of BT’s highly skilled engineers, consistently high customer satisfaction, and improved customer response while helping BT save money.

BT