Red Hat, Inc., the world’s leading provider of open source solutions, today announced that Jupiter Telecommunications Co, Ltd. (J:COM) has deployed Red Hat Decision Manager to automate and optimize its field service operations, helping the company to reduce costs and increase the efficiency of its workforce.
With Red Hat Decision Manager, we have been able to reduce both system operation costs and the workload on our engineers through optimized service assignments. These were important issues for us, and have helped lay the groundwork for additional business improvement initiatives in the future.
Red Hat Decision Manager enables companies like J:COM to incorporate advanced decision-making logic into business applications, and to quickly and flexibly update underlying business rules as market conditions change. As one of the largest multiple-system operators (MSOs) in Japan, J:COM faces ongoing pressure to outmaneuver competitors in a number of different markets, and understands the role that fast, efficient and effective customer service can play in helping it to succeed.
To better respond to this pressure and meet the service level expectations of its customers, J:COM worked with Red Hat Consulting to renovate its field service operations system using Red Hat Decision Manager to automate and optimize customer service tasks, such as scheduling service appointments. Using business rule management, complex event processing and resource optimization capabilities in Red Hat Decision Manager, the new J:COM system also helps to improve the efficiency of its service routes, taking into account the work that needs to be performed, specific skills of the service technicians, travel distance, and other variables.
With Red Hat Decision Manager in place, J:COM has effectively cut business costs and is able to more efficiently plan and manage its field service operations. This has not only helped the company improve customer experience, but also be more strategic and consistent in how it schedules its mobile workforce. In addition, various elements that were required for routine work are now able to be visualized in the system, enabling the company to identify potential issues that can be proactively addressed through additional fine-tuning of the rules.