France Telecom payphones network maintenance

Clamart, octobre 2011 

payphone for france telecomKey words : Operator, Maintenance Engineering, Payphone.
WHO : France Télécom
WHAT: Engineering maintenance
WHEN: since January 2008

 

 

Challenge :

The maintenance engineering contract between Duons and France Télécom aims to maintain in good working condition the embedded software in the payphones and central connection units. Within these terms, Duons commits to :

  • maintaining the necessary skills for the duration of the maintenance contract
  • maintaining the necessary facilities (platforms, testing tools, computer facilities)
  • managing the software configurations of the payphones
  • update the paperwork for all equipment and software covered by the present contract
  • participating in follow-up meetings giving an overview of the state of the payphones and any issues encountered
  • guaranteeing France Télécom a response time and reactivity in accordance with the urgency of the reported issue

 

Solution :


Duons has provided France Télécom with a special hotline. The Duons MCO assistance hotline offers :

  • a central point of contract for all users
  • immediate technical assistance via hotline
  • if needed, swift contact with the appropriate service for repair
  • recorded phonecalls and detailed follow-up
  • service reports to provide an overview of user satisfaction

Furthermore, maintaining the in-house skills for providing these services involves a training programme allowing for new staff to acquire a better understanding of the technical issues.
Finally, software development, checking and single testing platforms are installed and kept in place in our labs throughout the year enabling Duons to meet new demands and software updates.

 

Outcome :

The main reasons which bring businesses to subcontract software maintenance and technical support are the following :  

  • to manage and reduce maintenance costs (improved budgetary management)
  • optimize the organization of IT and technical staff thanks to increased flexibility
  • ensure maintenance, involving corrections and adapting to updates and changes,
  • simplify the management of resources and/or infrastructures,
  • improve the levels of service,
  • focus in-house workforce on other projects,
  • manage technologies,
  • transfer technical and managerial responsibility for software