Pulaski-White Rural Telephone Integrates Latest M4 Dispatch Technology

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Telecom Management Software Improves Customer Service for Rural Telecom Provider

Mapcom Systems, developers of the M4 Solutions Software Suite, announced today the deployment of M4 Dispatch Manager and the installation of Fleet Management Solutions (FMS) all-satellite fleet tracking technology for Pulaski-White Rural Telephone Cooperative.

Based in Star City, Indiana, Pulaski-White Rural Telephone Cooperative provides residential and business service to 2,000 access lines across portions of Pulaski and White counties. Initially, Mapcom Systems imported the provider’s existing mapping records into M4 Solutions and implemented the M4 Data Integration Engine to link plant records with their Mid America Computer Corp. (MACC) BSS/OSS solution. The M4 telecom management software tracks the plant from the central office to the service location, then ties each graphic element to an individual database record. Communication is virtually seamless as company employees utilize integrated data which correlates customer, assignment and billing records, displayed on a geographically-correct landbase of the entire Pulaski-White serving area.

The addition of M4 Dispatch Manager, in conjunction with the FMS MLT-400iO and Fleet Central server, will significantly improve the efficiency and management of trouble tickets and service orders. The enterprise-wide integration allows for a paperless workflow between dispatchers and technicians and facilitates real time virtual tracking through M4.

“As a telecommunications company, we strive to bring the latest and most advanced services to our customers. To deliver these services, it is crucial that we provide excellent customer service. Whether that service is working with our customers directly or making sure that our staff performs efficiently, the primary objective is to enhance our customers’ experience. We feel that the addition of M4 Dispatch Manager will help us become more efficient in processing service orders and trouble tickets,” explained Mark A. Dickerson, Plant Manager for Pulaski-White Rural Telephone Cooperative, Inc.

In Pulaski-White’s implementation, the workflow is tightly integrated between the MACC application – which originates trouble tickets and service orders and passes them to the M4 Dispatch Manager for assignment to a technician. FMS provides the satellite connection between the dispatcher and the various technicians, in addition to regularly depicting the location of the company’s trucks on the map in M4. This enables dispatchers to visualize geographically the array of trouble tickets, service orders and technicians.

“This is a win-win scenario for us because not only can we send and receive orders from the vehicle, but now we can better dispatch orders based on which technician is closer to the customer. This process will result in saving time plus providing greater customer service,” added Dickerson.

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Alissa Nadolski
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